Subscriptions, Credits & Refund Policy

Effective date: September 1, 2026
Version: 2.0
Part of: the Muza Terms of Service (appmuza.com/info/terms). Capitalized terms not defined here have the meaning given in the Terms. This document also serves as our description of products, services and pricing for the purposes of app stores and payment providers.

Company details. In this document, "Company", "we", "us" and "our" refer to:

Legal name: ONCREATE LTD, a limited liability company organized under the laws of Ukraine

Registered address: 31V Serhiia Podolynskoho Street, Dnipro, 49069, Ukraine

Product: Muza (App Store ID 6467420403), https://appmuza.com

Billing and refund questions: [email protected] 

1. What we sell

1.1 The Service. Muza is a mobile application (currently for iOS, with other platforms possible in the future) that provides photo and video editing tools, AI generation features, AI Characters, an AI assistant and "SMM Team", social growth features (profile analysis, strategy, content planning and content drafts) and related cloud services, as described in the Terms of Service.

1.2 Free tier. Part of the Service is available free of charge, with limitations that may include watermarks on exported content, restricted access to certain tools, presets, models and features, and limits on quantity, duration or resolution. The current limitations are shown in the App.

1.3 Subscriptions. We sell auto-renewing subscriptions ("Subscriptions") that unlock the premium features of the App for a recurring period. Subscriptions are offered as a ladder of tiers, from an entry-level plan for individual creators to higher plans for professionals and businesses, and in different billing periods (for example weekly, monthly or annual). Every Subscription unlocks the premium features of the App; higher tiers add capacity and capabilities, such as higher limits and additional features. Each Subscription includes an allowance of Muza Credits allocated in installments during the Subscription term (currently once a month, including on annual plans). The tiers, their names, billing periods, prices, included Credits, limits and features currently offered are displayed in the App on the purchase screen and in the plan comparison, and are the authoritative description of what each tier includes at the time of purchase. They may change for future purchases, and we regularly test and adjust plans.

1.4 Muza Credits. We sell Credit Packs, which are one-time consumable in-app purchases of Muza Credits in various quantities. Credits are used within the App for AI generations and other Credit-based features (see Section 3).

1.5 No other products. We do not currently sell physical goods, individual licenses to Muza Content, or services outside the App. If we introduce new products, this Policy will be updated.

1.6 Pricing and currency. Prices are shown in the App or on the Website before you buy, in the currency determined by your App Store Provider or, for Website purchases, by our Payment Processor, and may include or exclude taxes depending on your location. Prices may vary by country, platform and over time. The price shown at checkout is the price you pay for that purchase.

2. Subscriptions

2.1 Access. A Subscription gives you access to all premium features of the App available in your tier during the Subscription term. Certain AI generations and features consume Muza Credits as indicated in the App, and some features may be limited to particular tiers. A Subscription does not guarantee unlimited generations.

2.1a Tiers and limits. Tiers differ in the limits and capabilities they provide, which may include, for example, the number of brand profiles you can manage, the number of accounts you can analyze, the number of AI Characters and their variations, the number of stored brand assets, the amount of cloud storage, the number of planned posts, the planning horizon, processing priority, the level of support and the amount of included Credits. Limits generally apply when you create or add new items: if your tier changes to a lower one, or your Subscription ends, items you created within a higher limit may remain accessible, but you may not be able to create new ones until you are within the limits of your current tier, and features or content that require a Subscription become unavailable. Subscriptions purchased before the current tier structure was introduced, Subscriptions purchased through an App Store Provider under a product that is no longer offered, and Subscriptions granted through vouchers or promotions are mapped to the tier we designate for them (currently the entry-level tier), so that you keep access to the premium features without acquiring the limits of higher tiers. We may change tier names, limits and inclusions for future purchases; the plan comparison in the App always shows the current values.

2.2 Automatic renewal. Subscriptions renew automatically at the end of each billing period, for the same period and at the then-current price, unless you cancel at least 24 hours before the end of the current period. For purchases through the Apple App Store, your Apple Account is charged for renewal within 24 hours before the end of the current period.

2.3 Free trials and introductory offers. Some Subscriptions include a free trial (for example 3 days) or an introductory price. The length of the trial and the price that applies after it are shown before you confirm the purchase. Unless you cancel at least 24 hours before the trial or introductory period ends, the Subscription converts automatically to a paid Subscription at the price shown. Any unused portion of a free trial is forfeited when you purchase a Subscription. Trials and introductory offers are generally limited to one per person, account, device or payment method, are subject to App Store Provider rules, and may be withdrawn at any time.

2.4 Cancellation. You may cancel a Subscription at any time. Cancellation takes effect at the end of the current billing period; you keep access until then, and you are not charged again. Unused Plan Credits expire at the end of the period.

2.5 Changing plans. You can upgrade to a higher tier from within the App. If you switch between tiers or billing periods, the App Store Provider's rules determine when the change takes effect and how any price difference is handled (for example, upgrades usually take effect immediately with a prorated charge, and downgrades take effect at the next renewal). Downgrades and cancellations of App Store Subscriptions are made through the App Store Provider's subscription management tools, not within the App. For Website purchases, changes take effect at the next renewal unless we tell you otherwise.

2.6 Price changes. We may change the price of Subscriptions. A price change does not affect the current billing period. For App Store purchases, the App Store Provider will notify you of a price increase in advance and, where required by its rules or by law, will ask for your consent; if you do not consent, your Subscription ends at the end of the current period. For Website purchases, we will notify you by email at least 30 days before a price increase takes effect, and you may cancel before it applies. If you are a consumer in the EU, EEA or UK, you have the right to terminate the Subscription free of charge before the new price takes effect.

2.7 Multiple devices and accounts. Subscriptions are linked to the account through which they were purchased. App Store Subscriptions are also linked to your Apple Account and can be restored on other Apple devices signed in to the same Apple Account (use "Restore Purchases" in the App). If the App detects that a Subscription is linked to a different Muza account, it will tell you which account holds it.

2.8 Changes to features. The features included in a tier may evolve over time. We may add, change or remove features, models, providers and limits as described in the Terms of Service. If a change materially reduces the functionality you have paid for during a current period, you may contact [email protected] and we will offer a reasonable remedy, which may include a pro rata refund of the unused period where required by law.

3. Muza Credits

3.1 What Credits are. Muza Credits are the unit used within the App to access AI generations and other Credit-based features. Credits are a limited, revocable, non-transferable license to use features of the Service. They are not money, currency, property, electronic money, a stored-value product, a security or an investment; they have no cash value; they cannot be redeemed for cash, exchanged, sold, gifted or transferred to another account; and they cannot be used outside the Service.

3.2 Types of Credits.

TypeHow you get themExpiryNotes
Plan CreditsIncluded in a Subscription and allocated in installments during its term (currently once a month, including on annual plans; each an "Allocation Period")Expire at the end of the Allocation Period in which they were allocated; do not roll overLost when the Subscription ends
Credit PacksPurchased separately as consumable in-app purchasesDo not expire while your account existsUsable with or without an active Subscription (some features may require a Subscription)
Bonus CreditsGranted free of charge (for example on first use, via vouchers, promotions or goodwill)May carry an expiry date or conditions stated when grantedMay be withdrawn if obtained through misuse of a promotion

 

3.3 Order of use. Credits are consumed in this order: Bonus Credits (earliest expiry first), then Plan Credits, then Credit Packs.

3.4 Credit cost of generations. The number of Credits required for a generation or feature is shown in the App before you confirm it and may vary by feature, model, provider, duration, resolution, quality and other parameters. Credit costs may change at any time for future generations; changes do not affect generations already completed.

3.5 Failed generations. If a generation fails for technical reasons attributable to us or to an AI Provider (for example a server error or a timeout), the Credits deducted are returned to your balance automatically; if this does not happen, contact [email protected] within 30 days with the details and we will restore them. Credits are not returned for generations that complete successfully but do not meet your expectations, because AI results are inherently variable. We may decline to return Credits for requests that were rejected by safety filters because they violated the Terms of Service.

3.6 Balance and errors. Your Credit balance is shown in the App. We may correct balances that were credited in error or obtained through fraud, abuse or unauthorized access, and we may suspend Credit-based features while we investigate suspected abuse.

3.7 Forfeiture. Unused Credits of all types are forfeited without compensation if you delete your account or if we terminate your account for a material or repeated violation of the Terms of Service (including any violation of its Section 8.2). Plan Credits are forfeited at the end of their Allocation Period and when the Subscription ends. If we discontinue the Service or terminate your account for any other reason while you hold unused Credit Packs, we will refund the pro rata unused portion of those Credit Packs where required by law or where we consider it fair.

3.8 Restoring Credits. Credit Packs are recorded on our servers against your account. If you change devices, sign in to the same Muza account to see your balance. Consumable purchases cannot be restored through the App Store's "Restore Purchases" function once they have been delivered to your account; if a purchased Credit Pack has not been credited to your balance, contact [email protected] with your App Store receipt.

3.9 Changes to the Credit system. We may change how Credits work (including their name, types, allocation, order of use and expiry rules) for the future with reasonable notice. Changes will not reduce the number of Credit Packs already credited to your account.

4. Purchases through App Store Providers

4.1 Contract with the App Store Provider. When you purchase a Subscription or Credit Pack through the Apple App Store or Google Play, the App Store Provider processes the payment and the purchase is subject to its terms (for Apple, the Apple Media Services Terms and Conditions). The App Store Provider collects payment, applies taxes, issues receipts, manages renewal and cancellation, and decides refund requests. In the EU and certain other regions, the App Store Provider is the merchant of record for the transaction.

4.2 What we see. We receive confirmation of your purchase (including a receipt or transaction identifier, the product purchased and the Subscription status) so that we can unlock features and credit your balance. We do not receive your full payment card details.

4.3 Refunds for App Store purchases. We are not able to issue refunds for purchases made through an App Store Provider. To request a refund, use the App Store Provider's process (for Apple, reportaproblem.apple.com; for Google, the Google Play refund request). The App Store Provider decides refund requests under its own policy and applicable law. If a refund is granted, the corresponding Subscription access or Credits may be removed from your account.

4.4 App Store Provider offers. Discounts, offers, family sharing, gifting and similar features are available only as supported by the App Store Provider.

5. Purchases through the Website or other direct channels

This Section applies only if and when we offer purchases directly through the Website or another channel outside an app store.

5.1 Payment Processors. Direct purchases are processed by third-party Payment Processors such as Stripe and, where we offer them, Paddle, PayPal, Apple Pay, Google Pay or other providers listed on the Third-Party Services page. Depending on the provider, the Payment Processor may act as merchant of record, in which case its terms also apply to the transaction and your receipt will be issued by it. The Payment Processor's current terms are published on its website. We do not store your full payment card details.

5.2 Recurring billing authorization. By purchasing a Subscription directly, you expressly authorize us and our Payment Processor to charge your payment method for the initial period and for each renewal at the then-current price until you cancel. We will send you a confirmation of the Subscription terms (including the price, billing period, renewal date and how to cancel) by email, and, for annual or longer Subscriptions, a reminder before renewal where required by law.

5.3 Taxes. Prices may exclude VAT, sales tax or similar taxes, which will be shown at checkout and added where applicable.

5.4 Failed payments. If a renewal payment fails, we may retry it and may suspend premium features until payment succeeds. If payment cannot be collected, the Subscription ends.

5.5 Access across platforms. A Subscription purchased directly can be used in the App by signing in with the same Muza account, subject to platform rules.

6. Refunds

6.1 General rule. Because the Service delivers digital content and digital services immediately, all purchases are final and non-refundable, except (a) as required by applicable law, (b) as provided by the App Store Provider's refund policy for purchases made through it, or (c) as expressly provided in this Policy.

6.2 App Store purchases. See Section 4.3. Refund decisions for App Store purchases are made by the App Store Provider, not by us.

6.3 Direct purchases by consumers in the EU, EEA and UK (right of withdrawal). If you are a consumer in the EU, EEA or UK and you purchase directly from us through the Website, you have a statutory right to withdraw from the contract within 14 days without giving a reason, subject to the following:

(a) Credit Packs. At checkout you will be asked to expressly request that the Credits be made available immediately during the withdrawal period. If you withdraw within 14 days after the purchase, we will refund the price paid less the value of the Credits you have already used, calculated at the pro rata price of the pack.

(b) Subscriptions. At checkout you will be asked to expressly request that the Subscription starts immediately during the withdrawal period. If you withdraw within 14 days after the purchase, we will refund the price paid less an amount proportionate to the period during which the Subscription was active.

(c) How to withdraw. Send a clear statement of your decision to withdraw to [email protected] within 14 days of the purchase. You may use the model form at the end of this Policy but are not obliged to. We will refund using the original payment method within 14 days after receiving your withdrawal notice.

6.4 Discretionary refunds. In addition to any legal rights, we may at our discretion grant a full or partial refund for a direct purchase, for example if a technical problem attributable to us prevented you from using the Service for a significant part of a billing period, if you were charged twice, or in other exceptional circumstances. Requests must be sent to [email protected] within 30 days of the charge, with your account email, the transaction details and a description of the problem. Partial refunds may be reduced by the value of Credits used, where permitted by law. Our decision on discretionary refunds is made in good faith but is not a waiver of Section 6.1.

6.5 When we do not refund. Unless required by law, we do not refund (a) Subscription periods that have already started, in whole or in part; (b) Credits that have been used; (c) purchases made by mistake or through failure to cancel a trial or Subscription in time; (d) dissatisfaction with the quality, style or accuracy of AI results, because AI results are inherently variable and are described as such in the Terms of Service; (e) periods during which you did not use the Service; or (f) accounts terminated for violations of the Terms of Service.

6.6 Effect of refunds. If a refund is granted (by us or by the App Store Provider), the corresponding Subscription access, Credits and benefits may be removed from your account, and any content that required them may become unavailable.

6.7 Chargebacks. If you dispute a charge with your bank or card issuer instead of contacting us, we may provide the payment provider with evidence of the purchase and usage (which may include account and transaction information) and may suspend your account while the dispute is open. If a chargeback is upheld for a purchase you actually received, we may remove the related Credits or access and may refuse future purchases.

6.8 Statutory rights. Nothing in this Policy limits rights that you have under applicable consumer protection law, including the statutory guarantee of conformity of digital content and digital services in the EU and EEA, the Consumer Rights Act 2015 in the UK, the Law of Ukraine "On Protection of Consumer Rights" and applicable US state laws.

7. Vouchers and promotions

Promo codes, vouchers, referral rewards and promotional offers (including Bonus Credits) are subject to the conditions stated with them. They have no cash value, cannot be exchanged for cash, may be limited in time, quantity or eligibility, cannot be combined unless stated, cannot be applied retroactively, and may be withdrawn at any time. We may cancel benefits obtained through misuse, multiple accounts or fraud.

8. Changes to this Policy

We may update this Policy from time to time. Material changes will be announced in the App or by email at least 30 days before they take effect, unless a change is required by law or by an App Store Provider sooner. Changes do not affect purchases already completed.

9. Contact

Questions about billing, Subscriptions, Credits or refunds: [email protected]. Please include the email address associated with your Muza account and, for App Store purchases, your App Store receipt or order ID.

Model withdrawal form (for consumers in the EU, EEA and UK purchasing directly from us)

To: ONCREATE LTD, 31V Serhiia Podolynskoho Street, office 201, Dnipro, 49069, Ukraine, [email protected] 

I hereby give notice that I withdraw from my contract for the supply of the following digital content or service (Subscription or Credit Pack, name): ______________ Ordered on (date): ______________ Name of consumer: ______________ Email address associated with the account: ______________ Date: ______________ Signature (only if this form is sent on paper): ______________