Refund Policy

1. We support refunds

This policy applies to one-time credit packs purchased for Producer Tag AI. It supplements our Terms of Service. Current packs do not auto-renew and purchased pack credits do not expire.

You may request a full refund within 7 calendar days of purchase if the entire credit pack is unused. Submit your request within that period; our review does not have to finish within it. We check the order and credit ledger for that pack, rather than simply your total balance. Using free credits or credits from another pack does not by itself make this pack ineligible. Do not use the pack while your request is pending.

2. Other eligible situations

• Duplicate payment: we refund a verified accidental duplicate charge for the same purchase. Two intentionally purchased packs are not a duplicate charge.
• Paid but not delivered: if a completed payment did not deliver its credits, send the receipt or order ID. We verify payment and arrange delivery or a refund; you can request a refund instead of late delivery. These payment-error remedies are not limited to the voluntary 7-day window.
• Service failure: if a technical failure prevented delivery of the paid service, we investigate and arrange restoration of the affected credits or an appropriate refund. Credit restoration does not replace a monetary refund you are entitled to by law.

A task marked as failed can return its reserved credits. A credit return is not a cash refund. If a task is stuck or credits were not returned, provide its task ID so support can investigate. Do not repeatedly purchase or regenerate to diagnose a missing payment or output.

3. When a voluntary refund is not available

Outside service failures or applicable legal rights, used or partly used packs are not refundable, and unused packs requested after 7 calendar days are not covered by our voluntary offer. We do not convert remaining credits from a partly used pack into cash.

A change of preference about a successfully delivered result, pronunciation, musical style or voice similarity does not by itself qualify as a service failure. This does not exclude remedies for a defective or materially misdescribed service. Free or promotional credits have no refundable purchase price. Creating a paid voice profile counts as credit use even if you do not subsequently generate a tag.

4. How to apply

1. Email support@producertag.org with the subject “Refund request”, or submit a support ticket. You do not need to log in to email us.
2. Include your account email, order number or receipt, purchase date, pack, and a short explanation. Find available orders under Payments. For generation problems, include the task ID and what went wrong.
3. Do not send passwords, full card numbers, private keys or unnecessary voice recordings. We may request limited additional information to verify the purchase and prevent an unauthorised refund.
4. We check payment and credit records and reply with a decision, reasons, or any missing information. If you disagree, reply to the same email or ticket and request a review.

5. Response, processing and account effects

We provide a first response within 3 business days of receiving a request. This means an acknowledgement, decision or request for information, not a guarantee that funds arrive within that time. Business days exclude weekends and public holidays observed by our support team; mandatory legal deadlines take priority.

For an approved refund, we arrange processing through the original payment provider, normally to the original payment method. We tell you if a provider requires another supported method. Arrival depends on the provider, bank, currency and holidays. We provide the available status or refund reference so you can follow up.

Refunded credits and purchase-specific access may be revoked to prevent use of a refunded purchase. Unrelated valid purchases are not removed. If Waffo Pancake is the merchant of record on your receipt, you may also use that receipt's payment-support channel; we coordinate product and credit checks. The original processor continues to handle earlier orders. You do not need to open a bank dispute before contacting us, and this policy does not prevent payment-provider or statutory dispute rights.

6. Statutory consumer rights

The 7-day offer is an additional commercial policy, not a limit on mandatory cancellation, refund, non-delivery or defective-service rights. Where local law gives a longer period or another remedy, that law applies. EU/EEA or other digital-content withdrawal rights are not treated as waived merely because you bought or used credits; any lawful exception requires the conditions and express consent applicable to that transaction.

Existing subscriptions, if any, retain their original purchase and cancellation terms. Contact support@producertag.org with the receipt if you are unsure which rules apply.