Refunds and cancellations
This policy explains when and how separ8 Plus and Pro subscriptions can be refunded, how to request one, and the consumer rights that always apply.
Last updated
Scope
This policy applies to paid separ8 Plus and Pro subscriptions purchased through our checkout. Payments are processed and sold by our payment provider acting as the merchant of record, which issues receipts and handles refunds and chargebacks on our behalf.
Free use and guest processing are not purchases and are not covered by this policy.
Your statutory rights
Nothing in this policy limits any refund, cancellation, or withdrawal right you have under mandatory consumer law in your country, including EU and UK consumer protections. Where the law gives you a stronger right than this policy, the law applies.
When we refund
We normally approve a refund in the following situations:
- Duplicate or erroneous charges: refunded in full.
- A paid feature is materially unavailable and we cannot resolve the issue: we refund the affected billing period.
- A first-time subscription purchase requested within 14 days where the account has not downloaded any separated stems: refunded in full.
- You were charged after cancelling, or after a cancellation you can show you requested: refunded in full.
When refunds are limited
Outside the situations above, subscription fees are generally non-refundable for periods already used. Renewal charges are not automatically refunded, but contact us and we will review your request in good faith.
Cancellations
You can cancel a subscription at any time through the in-product subscription controls. Cancelling stops future renewals. Unless we agree otherwise, access continues until the end of the period you already paid for.
Trials
Some plans may include a trial. If a trial is offered, cancel before it ends to avoid being charged for the following period. Where a trial requires a payment method, you will see that before you confirm.
Cryptocurrency payments
Card and other fiat payments can be refunded to the original payment method. Cryptocurrency payments settle on-chain and generally cannot be reversed or refunded once confirmed. If you paid in crypto and believe a refund is due, contact us and we will review available options with the merchant of record.
How to request a refund
Email help@separ8.app with the account email, the charge date and amount, and a short description of the request. We aim to respond within 3 business days.
Approved refunds are processed by the merchant of record to the original payment method. Processing times vary by provider and usually complete within 5 to 10 business days after approval.
Chargebacks
Please contact us before opening a chargeback so we can resolve the issue directly. Chargebacks are handled by the merchant of record in line with card network rules. For the full terms that apply to your subscription, see our Terms of Use.