What is the refund policy?
What is the refund policy?
Credit packs: 14-day refund window for unused credits
You can request a full refund on a credit pack within 14 days of purchase, provided no credits from the pack have been consumed. Once you generate your first song from a pack, refund eligibility ends for that pack — digital delivery begins immediately upon purchase, and consuming any credit means you have received what you paid for.
For EU customers: EU consumer law provides a 14-day withdrawal right on digital purchases. By completing a purchase and initiating your first composition, you acknowledge acceptance of waiving this right upon credit consumption, consistent with Article 16(m) of the Consumer Rights Directive.
How to request a refund
Email feedback@bananarat.com with your order number and the subject line "Refund request." We process refund requests within 2 business days. Approved refunds are returned to your original payment method. Shopify's payment processing timeline typically means the refund appears within 5–10 business days after approval, depending on your bank.
What is not refundable
- Any credit pack where at least one credit has been consumed
- Individual songs (credits are not refunded after a composition completes)
- Free trial songs (no payment was made)
- Credit packs purchased more than 14 days ago
Technical failures
If a composition fails due to a technical error on our side and a credit was deducted incorrectly, we restore the credit to your account or issue a refund at your preference. Email feedback@bananarat.com with your composition ID (shown in My Songs) and we will investigate promptly.
Open Beta period
During Open Beta, credit purchases require an invite (beta-tester tag). If you purchase a credit pack and are not yet tagged as a Beta tester, your order is automatically refunded within a short time. You will receive an email explaining what happened and how to get access through the waitlist.