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1. General rule
Because Muzica provides digital services and account access, subscription payments are generally non-refundable once paid access has started, except where this Policy or South African law requires otherwise.
2. Approved refund cases
We may approve a full or partial refund where:
- You were charged twice for the same plan and same billing period.
- You were charged after a confirmed cancellation.
- A payment was unauthorised or fraudulent and verified as such.
- Muzica could not provide the paid service due to a technical fault caused by Muzica.
- The law gives you a cooling-off or refund right.
- Muzica approves a refund at its discretion.
3. Non-refundable cases
Refunds are generally not given where:
- You changed your mind after using the paid service.
- You forgot to cancel before renewal.
- You did not use the service during the paid period.
- Your content was removed for breaching Muzica rules.
- Your account was suspended for fraud, rights infringement, manipulation, abuse or unlawful conduct.
- An artist did not receive expected streams, followers, income or promotion.
4. Cooling-off and consumer rights
Where South African law gives you a cooling-off, cancellation or refund right, Muzica will honour that right. If you request immediate access to paid digital services, this may affect whether a cooling-off period applies, but nothing in this Policy limits rights that cannot legally be limited.
5. Refund process
To request a refund, contact support@muzica.co.za with:
- Your account email.
- Payment reference.
- Plan purchased.
- Date of payment.
- Reason for refund request.
- Any supporting screenshots or proof.
6. Processing time
If approved, refunds will be processed through Paystack or the relevant payment method. Bank/payment-provider processing times may vary.
7. Partial refunds
Where appropriate, Muzica may issue a partial refund instead of a full refund, including where only part of a service failed or where a legal/practical adjustment is required.
8. Chargebacks
If you file a chargeback without first contacting us, we may suspend the affected account while the payment dispute is investigated.
9. Contact
Refund requests: support@muzica.co.za