Refund Policy

The short version

• Previews are free. You can hear every master at full length before you buy anything, so you should never pay for a result you haven't heard.
• Failed jobs are refunded automatically. If a stem split fails, the credits go straight back to your account.
• Broken files get fixed or refunded. If a downloaded file is corrupted or doesn't play, open a support ticket within 14 days.

Credit packs

Pack credits are valid for 12 months from purchase. Unused credit packs can be refunded within 14 days of purchase if none of the credits have been spent. Once credits have been used to unlock a download, run an analysis tool or run a stem split, that pack is no longer refundable, because the results have been delivered.

Subscription plans

You can cancel your plan (Basic, Pro or Studio) at any time from your account settings. You keep it until the end of the billing period you've paid for, and you won't be charged again. Monthly plan credits last until your next renewal. If you were charged for a renewal you didn't intend and haven't used any credits or plan allowance from that period, open a support ticket within 7 days of the charge and we'll refund it.

Yearly plans give you the whole year's credits up front, valid for the year. A yearly plan can be refunded within 14 days of purchase if none of its credits or plan allowance have been used; after that, cancelling stops the next renewal.

Stem splits

Stem separation runs on a cloud GPU. If a job fails, its credits are returned automatically. If a job seems stuck, or it completes but the result is unusable because of a technical fault on our side, open a support ticket and we'll return the credits.

How to ask for a refund

Email support@track2master.org from the address you signed up with, or sign in and open a support ticket from your account (Settings → Support Tickets). Include, if you have it, the order number from your receipt. We reply within two business days.