This Billing & Refund Policy applies to all paid features and purchases on Muze (including Handle Customization, premium subscriptions, and any future paid products). It is part of the Muze Terms of Service.
1. Payment Providers
Worldwide (except India):
Payments are processed securely by Stripe, Inc. and its affiliates. By paying, you agree to Stripe’s terms and privacy policy: https://stripe.com/legal.
India only:
Payments are processed securely by Razorpay Software Ltd. or its partners. By paying in India, you agree to Razorpay’s applicable terms and privacy policy.
We do not store your full payment card details. Stripe or Razorpay handle them directly.
2. Currency & Taxes
All prices are shown and charged in Euros (€) worldwide.
For users in India, the final amount in Indian Rupees (INR) is calculated at payment time using the current exchange rate plus any payment gateway conversion fees.
Prices include Dutch VAT where applicable. Any extra taxes, duties, or bank fees (including cross-border or currency conversion fees) are your responsibility and may be added by Stripe, Razorpay, your bank, or local authorities.
3. Accepted Payment Methods
Stripe (global except India):
Major credit/debit cards (Visa, Mastercard, American Express), Apple Pay, Google Pay, and certain local methods where available.
Razorpay (India only):
UPI, net banking, credit/debit cards, wallets, and other methods supported by Razorpay Billing in India.
4. Billing for One-Time Purchases (e.g., Handle Customization)
You are charged in full at the time of purchase.
There is no recurring billing unless you explicitly subscribe to a recurring product.
5. Subscriptions (if/when introduced)
Subscriptions will be billed in advance on a recurring basis (monthly or annually).
You can cancel at any time. You keep access until the end of the current billing period.
We do not offer partial refunds for cancellations during a billing period.
6. Refund Eligibility
a. Handle Customization:
EU/EEA: Refunds are available within 14 calendar days of purchase, only if you have not yet changed your username (statutory cooling-off period).
Outside the EU/EEA: Generally non-refundable.
Refund amount: 100%.
b. Any purchase (technical error):
If there is a proven technical error on Muze’s side (e.g., double charge, feature not delivered), you are eligible for a full refund.
Refund amount: 100%.
c. Any purchase (legal requirement):
If a refund is required by applicable consumer law (e.g., Australian law or certain U.S. state laws), we will comply.
Refund amount: As required by law.
d. All other cases:
No refunds for reasons such as change of mind, username still unavailable, account suspension, or impersonation removal.
Refund amount: None.
7. Refund Process
a. Submit a request at https://muze.help.center/contact with your transaction ID and reason.
b. We will review and respond within 7 business days.
c. Approved refunds are sent to the original payment method (Stripe or Razorpay).
d. Refunds usually appear within 5–10 business days, but some banks or methods may take longer.
8. Chargebacks & Disputes
a. If you initiate a chargeback or dispute a legitimate charge:
b. Your account may be suspended or terminated immediately.
c. You may permanently lose access to all paid features.
d. We will contest valid charges and may seek to recover any related fees.
9. Failed or Declined Payments
a. If a payment fails, access to the paid feature will be revoked until payment succeeds.
b. We may automatically retry failed payments (via Stripe or Razorpay).
10. Changes to Pricing or This Policy
We may change prices or this policy at any time.
Existing one-time purchases will not be affected.
For subscriptions, we will notify you of price changes at least 30 days in advance.
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