Refund Policy

1. Introduction

We strive to provide our clients with high-quality services for generating congratulatory poems, songs, portraits, prose greetings, AI chat assistance, and audio processing using artificial intelligence. At the same time, we understand that there may be instances where technical issues prevent service usage. This refund policy defines the strict conditions and procedures for refunding unused additional energy and Prime status subscriptions.

2. Refund Conditions for Energy Points

A refund is possible ONLY in the following cases:

  • Critical technical issues that completely prevent the use of purchased energy for any generation attempts.
  • System errors resulting in energy point deduction without any generation attempt.

A refund is not possible in the following cases:

  • If the energy points were used for any generation attempts, regardless of the result.
  • If the user is not satisfied with the generated content (including songs, poems, portraits, prose, AI chat messages, or audio processing results).
  • If the generation process was completed but did not meet user expectations.
  • If the refund request is made later than 14 days from the date of purchase.
  • If the service was available but the user experienced connection issues on their side.

3. Refund Conditions for Prime Status

Prime status subscriptions can be refunded ONLY in the following case:

  • If the service was completely unavailable for more than 50% of the active Prime subscription period due to technical issues on our side.

Prime status refunds are not available if:

  • The service was partially available during the subscription period.
  • The service was available but did not meet user expectations.
  • Content loss occurred due to any technical issues (as stated in Terms of Service).
  • The user was unable to access the service due to their internet connection or device issues.
  • The user no longer needs the Prime status features.

4. Special Conditions for Generated Content

Due to the creative and subjective nature of AI-generated content:

  • Refunds are not available for any completed generations, regardless of the result or user satisfaction.
  • This includes but is not limited to: portraits, songs, poems, prose greetings, chat responses, and audio processing results.
  • Energy points used for failed generation attempts due to proven technical errors may be refunded only after thorough investigation.
  • Refunds are not provided based on subjective dissatisfaction with any aspect of the generated content.
  • The artistic quality, accuracy, or usefulness of AI-generated content cannot be grounds for refund.

5. Refund Request Process

To request a refund, the user must submit a formal written request following these steps:

  1. Download or prepare a written refund request document containing:
    • Full name as shown in payment details
    • Email address associated with the account
    • Date and amount of the purchase
    • Type of service (Energy points, Prime status, or Portrait generation)
    • Detailed reason for the refund request
    • Payment method used for the purchase
    • User's handwritten signature
    • Current date
  2. Sign the document by hand
  3. Scan or take a clear photo of the signed document
  4. Send the scanned document to support@songly.gift

Important notes:

  • Refund requests without a signed document will not be processed
  • The signature must match the name provided in the request
  • Electronic or typed signatures are not accepted
  • The document must be clearly legible
  • Requests must be submitted in English or Russian language only

6. Request Processing

The refund request will be reviewed within 7 business days from the date of receipt. If the refund is approved, the funds will be credited to the user's account using the same payment method within 14 business days. Please note that not all refund requests will be approved, even with proper documentation.

7. Final Provisions

We reserve the right to change this refund policy at any time. Changes take effect from the moment they are published on our website. Users are notified of changes via email or a notification on the website.

If you have any questions or need additional information, please contact our support team.