Refund and Cancellation Policy

1. How to cancel

An owner or admin of a Location can cancel its Practice Plan at any time, with no phone call, in either of these ways (Terms Section 14.11):

1. Sign in at elemusic.fm, open Manage locations, pick the Location and choose Manage billing. This opens the billing page Stripe hosts for us, where you can cancel the plan.
2. Email hello@elemusic.fm from the address on your Account, naming the practice and the Location to cancel.

Each Location has its own plan, so cancelling one Location does not cancel the others. Cancelling a plan does not close your Account; our Privacy Policy explains how to ask us to delete it.

2. When a cancellation takes effect

A cancellation takes effect at the end of the current paid period, monthly or annual. The Location keeps playing until then, and no further renewal charges are made. Until you cancel, a paid plan renews automatically at the end of each period (Terms Section 14.4).

3. Free trials

A new Location may get one free trial, currently 14 days. To start it you add a card at checkout; nothing is charged that day (Terms Section 14.3). If the first charge after the trial fails, the music stops until a payment succeeds: Stripe retries the card, and playback resumes as soon as a payment goes through.

• Unless you cancel before the trial ends, the paid plan starts when the trial ends, and your card is charged the plan price, plus any applicable tax, on that day.
• To avoid the charge, cancel before the trial ends in Manage billing, or by emailing hello@elemusic.fm as Section 1 describes. The Location keeps playing until the trial ends, and nothing is charged.
• Before the trial ends, we or our payment provider email a reminder to the Location's billing email.
• If the card is removed and no payment method is on file when the trial ends, the plan cancels automatically with no charge, and the music stops.
• Each Location gets at most one trial. A Location that subscribes again after a trial or a paid plan ended starts a paid plan with no new trial.

4. No refunds for partial periods

Except as the Terms or this policy say otherwise, or the law requires, fees are not refundable. We do not give refunds or credits for part of a monthly or annual period, for unused devices, for time when you did not use eleMusic, or for time left on an annual plan after you cancel (Terms Section 14.12).

An owner or admin can change the plan, the billing period or the number of devices in Manage billing (Terms Section 14.6). An added device takes effect right away, and the prorated charge for the rest of the period is added to your next invoice. Other changes may be prorated, as shown before you confirm them. Any credit from a change applies to future charges only and is not paid out in cash.

5. When we refund a charge

We refund in full, to the payment method that was charged (Terms Section 14.12):

1. a charge made by mistake;
2. a duplicate charge;
3. a charge made after a cancellation took effect; and
4. a charge for a Location we block or cancel because its billing address at checkout is outside the United States, or missing, before it could play (Terms Section 14.14).

The Terms also refund prepaid fees for the rest of a period in three other cases: a change that materially reduces what a paid plan does during a period you already paid for, if you cancel within 30 days (Section 7.6); a claim about a track that we do not resolve within 30 days of your notice, if you then cancel (Section 11.5); and our ending a paid plan with notice, for example because we stop providing eleMusic (Section 18.3(c)).

Card refunds usually appear about 5 to 10 business days after we issue them, depending on your bank.

6. Failed payments

If a renewal payment fails, we retry it for up to about two weeks while the Location keeps playing (Terms Section 14.10). During that time, an owner or admin can update the card or pay the open invoice in Manage billing.

If the payment still has not gone through when the retries end, the plan is canceled and the music at that Location stops. To play again, an owner or admin starts a new paid plan from the web player, with no new trial. Amounts for periods when eleMusic was available remain owed. We may change the retry schedule.

7. Who charges you

eleMusic Inc. is the seller of every Practice Plan. Stripe, our payment provider, processes the payments on checkout and billing pages it hosts. We accept credit and debit cards, including cards used through Apple Pay and Google Pay, and the charge shows on your statement under a name that includes ELEMUSIC (Terms Section 14.5). Prices do not include taxes; any tax we must collect is added to your invoice (Terms Section 14.9).

8. App store purchases

Practice Plans are sold only through the web player at elemusic.fm, not in the apps. If you buy a subscription through the Apple App Store or Google Play, Apple or Google bills it, and refund requests for it go to them under their policies (Terms Section 15.4).

9. How to ask for a refund

Email hello@elemusic.fm from the address on your Account with:

• the practice and Location name,
• the date and amount of the charge, and
• what went wrong.

Please do not send full card numbers or any patient information. We review every request and reply by email. Please contact us before you dispute a charge with your bank; we can usually fix a billing problem faster (Terms Section 14.13).

10. Contact

See also our Terms of Service, Privacy Policy and Contact page.