Refund Policy

This Refund Policy applies to all purchases made through SonnaLabs — including subscriptions and Pay-As-You-Go (PAYG) credit packs — on both the Android application (Google Play) and the web platform (sonnalabs.app).

Please read this policy carefully before making any purchase. By completing a purchase, you acknowledge and accept the terms described here.

SonnaLabs provides digital services — AI-generated audio, images, videos, and music — that are delivered instantly upon request. Because generation begins immediately after credits are deducted, and because the cost of AI compute is incurred at the time of the request, credits that have been consumed for successful generations are non-refundable.

However, SonnaLabs is committed to fairness. Credits deducted for failed generations are returned automatically. Monetary refunds for purchases are available in specific circumstances as described below.

SonnaLabs' billing system is designed to automatically detect and refund credits for failed generation requests. You do not need to contact support for these cases.

Credits are automatically refunded when:

• A generation request is accepted and credits are deducted, but the AI provider fails to produce a result.
• A generation job reaches a timeout or error state before output is produced.
• A system fault occurs on SonnaLabs' infrastructure that prevents the generation from completing.

The refund is processed to the same credit bucket from which the credits were originally deducted (subscription credits, PAYG credits, or free credits). The refund is applied within minutes of the failure being detected.

Credits are NOT automatically refunded when:

• The generation completes and an output is produced — even if you are not satisfied with the result.
• The generation was cancelled by you after it began.
• The output is technically correct but does not match your creative intent.

If you believe credits were deducted for a generation that failed but were not refunded, please contact support@sonnalabs.app with your account email and the approximate time of the generation.

All purchases made through the SonnaLabs Android application — including subscriptions (Pro, Max) — are processed and managed exclusively by Google Play Billing.

Google Play's refund policy applies to all Android purchases. SonnaLabs does not process monetary refunds for Android purchases directly. To request a refund for a Google Play purchase:

1. Visit play.google.com/store/account/orderhistory
2. Find the relevant SonnaLabs purchase
3. Select "Request a refund" and follow Google's instructions

Google's standard refund window is 48 hours from purchase. Refund eligibility is determined solely by Google Play.

SonnaLabs' support team cannot override Google Play's refund decisions. If your Google Play refund request is denied, please contact Google Play support directly.

Purchases made on the SonnaLabs web platform (sonnalabs.app) are processed through Midtrans, a regulated payment gateway. Prices are shown in US Dollars (USD), while checkout is charged in Indonesian Rupiah (IDR) and converted by your card issuer or bank:

• Pro — $8.28/month
• Max — $13.83/month

Subscriptions (Pro & Max) — Web

Web subscription refunds are evaluated on a case-by-case basis. A full or partial monetary refund may be issued in the following circumstances:

• Technical failure: The subscription was charged but credits were not granted to your account due to a system error on SonnaLabs' side.
• Duplicate charge: You were charged more than once for the same subscription period.
• Service unavailability: The Service experienced sustained unavailability of more than 72 consecutive hours during an active paid subscription period, preventing normal use.

Refund requests must be submitted within 7 days of the charge. Refunds are not available for subscription periods where you have already used credits.

Cancellation After First Charge

If you subscribe and immediately wish to cancel (before using any credits), you may submit a refund request within 24 hours of the charge. SonnaLabs will evaluate the request and, if no credits have been consumed, process a full refund.

PAYG credit packs (Starter, Plus, Creator) purchased on the web are non-refundable by default, because:

• Credits are granted immediately upon payment confirmation.
• PAYG credits are valid for 1 year (365 days), providing ample time to use them flexibly.
• Credit packs are digital goods consumed at your discretion.

For reference, the available PAYG packs are (purchased as fixed presets — custom amounts are not supported):

• Starter — 62,500 credits ($6.06)
• Plus — 125,000 credits ($10.50)
• Creator — 250,000 credits ($18.44)

You may purchase multiple packs — credits stack and are valid for 1 year (365 days). All prices are shown in US Dollars (USD), and checkout is charged in Indonesian Rupiah (IDR), converted by your card issuer or bank.

Exception: If credits were not granted to your account after a confirmed payment (verified by Midtrans), this constitutes a technical failure. Please contact support@sonnalabs.app with your order reference number, and the developer will investigate and address the issue within 3 business days.

Android

To cancel your SonnaLabs subscription on Android:

1. Open the Google Play Store
2. Go to Menu → Subscriptions
3. Select SonnaLabs and tap "Cancel subscription"

Cancellation prevents future charges. Your subscription remains active until the end of the current billing period, after which your account will revert to the Free plan. Credits granted for the current period are retained until the subscription expires.

Web

SonnaLabs web subscriptions are processed as a one-time payment for one month and do not auto-renew. Because there are no recurring charges, you do not need to cancel your web subscription; it will naturally expire at the end of the current paid period unless you choose to purchase another month to extend.

The following are explicitly not eligible for monetary refunds:

• Credits that have been consumed for successful generation requests, regardless of satisfaction with the output.
• Unused credits remaining at the time of voluntary account deletion.
• Credits forfeited due to account suspension or termination for policy violations.
• Subscriptions where a significant portion of credits have already been used.
• Purchases made on Android (Google Play) — these are handled by Google Play's own refund process.
• Dissatisfaction with AI output quality, style, or accuracy — AI generation is inherently variable and subjective.
• Purchases made in error due to misunderstanding of the service — please review the pricing page and FAQ before purchasing.

Genuine exceptional circumstances can occur. If you believe your situation is not covered by the standard policy above, you may submit a request to support@sonnalabs.app describing your circumstances. Each case is reviewed individually, and a partial or full credit or monetary refund may be issued where determined to be fair and reasonable.

SonnaLabs aims to be reasonable and treat users fairly. However, refunds cannot be guaranteed outside the cases explicitly listed in this policy.

For Android purchases: Use Google Play's built-in refund request system (see the Android section above).

For web purchases: Email support@sonnalabs.app with the following:

• Your account email address
• The Midtrans order ID (available in your email receipt or from the Invoices tab on the subscription page)
• The reason for the refund request
• Any supporting information (e.g., screenshot of an error or failed generation)

Refund requests should be submitted within 7 days of the charge. Requests submitted after this window will be considered on a case-by-case basis.

SonnaLabs aims to respond to refund requests within 3 business days.

For refund requests, billing disputes, or questions about this policy:

• Email: support@sonnalabs.app
• Website: sonnalabs.app
• In-app: Use the "Feedback" option in Account Settings

Response time: within 3 business days for refund requests, 14 business days for general inquiries.