Refund Policy

This Refund Policy applies to eligible Musterwork subscriptions and other first-party software purchases processed by Paddle as Merchant of Record.

It does not limit any refund, cancellation, cooling-off, or statutory warranty right that cannot be excluded under applicable consumer law.

Canceling stops future renewal. Unless checkout or mandatory law states otherwise, you retain access to paid plan features until the end of the current billing period.

A cancellation does not automatically reverse a payment already processed for the current period. To prevent the next charge, cancel before the displayed renewal date.

Except where required by law or expressly stated at checkout, subscription fees are non-refundable after a billing period begins because access and reserved service capacity are made available immediately.

We nevertheless review reasonable requests made promptly after purchase, particularly when there is no meaningful product use and the circumstances fall within this Policy.

A refund or billing correction may be appropriate in circumstances including the following:

• The same purchase was charged more than once.
• You were charged after a cancellation that was completed before the renewal deadline.
• A material technical failure attributable to Musterwork prevented access to the paid service and support could not restore access within a reasonable period.
• The charged plan or amount materially differed from what checkout displayed and you did not knowingly approve the difference.
• The purchase was unauthorized, subject to reasonable identity and security review.
• Applicable consumer law provides a cancellation or refund right.

Unless applicable law requires otherwise, we normally do not provide a refund for:

• A change of mind after substantial use of paid features or AI processing.
• Failure to cancel before a clearly disclosed renewal date.
• Unused time remaining after a voluntary cancellation.
• Dissatisfaction with AI output where the service was available and operated as described, because AI output is probabilistic and requires review.
• Loss of access caused by a violation of the Terms of Service, unlawful use, abuse, or a third-party account restriction outside our control.
• Exchange-rate differences, bank charges, or taxes correctly calculated and displayed by the payment processor.

Included AI usage allowances are service entitlements and have no cash value. They cannot be withdrawn, transferred, exchanged, or refunded separately.

When an underlying subscription payment is fully refunded, related unused allowances may be removed and access may end immediately. Usage already consumed may be considered when evaluating a discretionary refund.

Start from the buyer-support link in your Paddle receipt or visit Paddle’s buyer support portal. You may also contact Musterwork support from the email address associated with your account.

Include the transaction or receipt identifier, account email, purchase date, reason for the request, and any relevant error details. Never send complete card numbers, passwords, verification codes, or secret keys.

Submit the request promptly after discovering the issue. Delay may make it harder to verify account activity, cancellation timing, or the cause of a technical problem.

Paddle may perform buyer, payment, fraud, and transaction checks as Merchant of Record. The Musterwork Operator may review account status, usage, service availability, cancellation records, and support history.

Approval may be full or partial where permitted, depending on the transaction, service delivered, usage, applicable law, and the nature of the issue. We will not deny a non-waivable statutory right.

Approved refunds are returned by Paddle to the original payment method where possible. Processing time depends on the payment method, bank, network, currency, and country.

After Paddle confirms a refund, the receiving bank may take additional business days to display it. A refund does not normally appear as a separate payment; the original charge may be reversed or adjusted.

Contact Paddle buyer support or Musterwork support before initiating a chargeback so that we can investigate and resolve legitimate billing issues.

A chargeback does not replace the refund process and may result in temporary account restrictions while the transaction is investigated. Nothing here limits a lawful right to dispute an unauthorized or incorrect charge.

We may update this Policy to reflect changes to the service, payment methods, Paddle processes, or applicable law. The policy applicable to a transaction will be interpreted together with the terms shown at checkout and mandatory consumer protections.