1. Credits are non-refundable
Credits are digital content, added to your balance the moment your payment succeeds. Paid credits are non-refundable and cannot be exchanged for cash, including unused credits when you delete your account. The exceptions are in sections 4 and 7.
2. 14-day right of withdrawal and waiver
If you are a consumer in the EU, the UK or another country with a statutory cooling-off period, you normally have 14 days to withdraw from an online purchase. Because credits are delivered immediately, before you pay for a credit pack or the welcome offer we ask you to tick a box confirming that you want the credits added straight away and that you then lose your 14-day right of withdrawal. We record that consent (version, time, IP address and browser) and confirm it in your receipt email.
If you do not tick the box you cannot complete the payment, and nothing is charged.
Plans and Curator Premium start as soon as you pay. So, as with credits, before you pay for a new plan, a plan upgrade or Curator Premium, we ask you to tick a box confirming that you want it to start straight away and that you then lose your 14-day right of withdrawal for that payment. We record that confirmation (version, time, IP address and browser) and repeat it in your receipt email. If you do not tick the box you cannot complete the payment, and nothing is charged. Renewals do not need a new confirmation, and you can cancel at any time: the plan then ends at the end of the month you paid for.
3. Credits buy a review, not a placement
Credits buy a review, not a placement. Every submission gets a written review within the deadline, or its credits return to your balance. Acceptance is solely the curator's decision, so a decline (a curator reviewing your song and choosing not to add it) is a completed review and is not refunded. You can check each playlist's acceptance rate before you send.
4. Submissions refunded automatically
A submission's credits return to your balance in full, without you asking, when:
- The curator does not review within 72 hours (the submission expires).
- The curator marks the song as the wrong genre for the playlist.
- The playlist is paused because it changed owner on Spotify, or is removed or paused by us, before the review or before your song was confirmed on it.
- You dispute a review within 7 days and the dispute is upheld.
- A curator accepts the song but never adds it to the playlist.
- An accepted song is removed before 30 days, is not put back within 3 days, and the curator already has an active strike. (A curator's first early removal is a reminder to them and is not refunded.)
- You tell us an accepted song is missing, it is not put back in time, and our data cannot show it is there.
Refunds for submissions are always made in credits to your balance, never in cash, because the credits were already delivered.
5. When credits do not come back
- The curator reviewed your song and declined it.
- The song stayed on the playlist for the full period, then left.
- The song was taken down on Spotify, so its placement ended. The review was completed.
- We could not confirm the placement by the end of the 30 days and no one reported a problem. It ends without a refund or a strike.
6. Plans
Plans renew automatically each month. You can cancel at any time and keep your plan, and the credits already added, until the end of the month you paid for. Credits from a plan are not refunded when you cancel, and the current month is not refunded. Downgrades take effect at the end of the month. The 14-day withdrawal waiver you give when a plan or an upgrade starts is explained in section 2.
7. When you get money back
- You paid twice by mistake for the welcome offer or for a second plan: the extra payment is refunded to your card automatically.
- We close your account without a breach on your part, stop the service, or change the terms materially to your disadvantage and you leave: we refund your unused paid credits.
- You were charged in error, or you have another right to a refund under consumer law.
Money goes back to the card or account you paid with. Your bank may take a few days to show it.
8. Chargebacks
If you reverse a payment through your bank, the credits it added are taken back. If you already spent them, your balance goes below zero and you cannot send songs until it is settled. Please contact us first; most problems are solved quickly.
9. Contact
Email support@playlist.market with your account email and the payment in question, or use Help in the app. Our AI assistant can answer questions about refunds, but only a person decides a refund outside the automatic cases.