1. Payment processors

Megaoke may use different payment processors depending on currency and region. Brazilian Real (BRL) purchases may be processed through Mercado Pago. International purchases in USD/EUR may be processed through Paddle or another merchant of record/payment processor. The processor shown at checkout and on your receipt may be responsible for final payment handling, tax calculation, invoicing, and card refunds.

2. How to request a refund

Send a request to support@megaoke.app. Include:

• your Megaoke account email;
• the order ID, receipt number, or payment processor reference;
• the purchase date and currency;
• the product purchased, such as Plus, Pro, Mega, Lifetime, Week Pass, Weekend Pass, or AI tickets;
• a short explanation of the issue.

If the purchase was processed by Paddle or Mercado Pago, the refund may be completed by that processor and may appear under that processor's name.

3. Subscriptions

Cancellation

You can cancel a subscription so it does not renew. Cancellation normally stops future billing but does not automatically refund past periods already delivered.

Initial subscription purchase

If you are not satisfied with your first paid subscription purchase, contact us within 14 days of purchase. We will review the request and generally approve refunds when the request is made in good faith and the account has not shown abusive use, fraud, rights violations, or substantial consumption of server-side AI credits.

Renewals

Renewal refunds are reviewed when requested within 7 days of the renewal date, especially if you forgot to cancel and have not used the renewed period. If premium features, teacher seats, reports, or AI tickets were substantially used after renewal, we may deny or prorate the refund where allowed by law.

4. AI tickets and server-side jobs

AI tickets are used for server-side processing such as vocal separation or chart generation. Tickets consumed by successfully completed jobs are generally non-refundable, because processing resources are consumed when the job runs.

• If a server-side AI job fails due to a Megaoke system error and no usable result is delivered, the consumed ticket amount should be returned automatically or manually after review.
• If the file is invalid, unsupported, corrupted, unauthorized, or violates these terms, the job may be rejected and ticket handling will depend on the stage reached by the job.
• Unused ticket packages may be eligible for refund within 14 days of purchase if no tickets from the package were used.
• Tickets are not cash, are not transferable outside Megaoke, and cannot be redeemed for money except through an approved refund under this policy or mandatory law.

5. Temporary passes

Weekend Pass and Week Pass products are short-duration access products. Because the access period is brief, refunds are generally available only if:

• the pass was purchased by mistake and no meaningful access was used;
• a technical problem caused by Megaoke prevented access during the pass period;
• the charge was duplicate, fraudulent, or unauthorized;
• mandatory consumer law requires a refund.

6. Lifetime purchases

Lifetime access is a promotional one-time product. We will review refund requests made within 14 days of purchase. Refunds are generally approved when requested in good faith and the account has not substantially used premium features, server-side AI processing, classroom features, or included bonus tickets. After that period, lifetime purchases are generally non-refundable unless required by law or caused by duplicate/fraudulent billing.

7. Duplicate, fraudulent, or unauthorized charges

Contact us immediately if you see a duplicate charge, a charge you do not recognize, or a suspected unauthorized payment. We may ask for the receipt or transaction reference. If a charge is confirmed as duplicate, fraudulent, or unauthorized, we will work with the payment processor to reverse or refund it.

8. Technical issues

If a paid feature is unavailable because of a Megaoke-side technical issue, contact support with details. Depending on the issue, we may provide troubleshooting, restore tickets, extend access, issue a partial credit, or approve a refund. Hardware incompatibility, browser limitations, WebGPU support, microphone noise, user files, local storage clearing, or third-party platform restrictions may not always qualify for a refund, but we will review reasonable cases.

9. Processing time

Approved refunds are usually submitted to the payment processor within a reasonable support window. After approval, the final time for money to appear on your statement depends on the processor, card issuer, bank, country, and payment method. This commonly takes 5 to 10 business days, but may take longer.

10. Chargebacks

Please contact us before opening a chargeback whenever possible. Chargebacks can delay resolution and may cause the payment processor to restrict the account while the dispute is investigated. We reserve the right to suspend paid access related to disputed transactions until the dispute is resolved.

11. Mandatory rights

Nothing in this policy limits mandatory consumer rights that apply in your country or region. If local law grants a non-waivable cooling-off right, warranty right, refund right, or cancellation right, that law prevails over conflicting parts of this policy.

12. Contact

Billing support: support@megaoke.app

Related documents: Terms of Service, Privacy Policy, and Pricing Page.