MorphMe Refund Policy

Effective Date: 5 May 2026
Last Updated: 5 May 2026

1. Overview

This Refund Policy explains when and how refunds are issued for purchases of credit packs on MorphMe. It is part of, and incorporated by reference into, our Terms of Service (specifically Section 5.5). In any conflict between this document and the Terms of Service, the Terms of Service prevails.

MorphMe is operated by THE TOOLS HUB, a business name registered in the Federal Republic of Nigeria under the Corporate Affairs Commission (CAC Business Name Registration No. 9204311).

2. General Principle — Used Credits Are Non-Refundable

MorphMe credits represent prepaid access to AI-driven streaming functionality that we deliver in real time via the Decart Lucy 2 model. Once you initiate a session and credits are consumed, those credits are final and non-refundable, because the underlying compute cost has already been incurred and paid by us to our AI infrastructure provider.

This applies regardless of whether:

  • your session was shorter than expected;
  • your network was unstable during the session (the application includes built-in stall protection that automatically pauses billing during qualifying interruptions — see Section 5);
  • you changed your mind after streaming;
  • the resulting AI output did not meet your aesthetic expectation.

3. 7-Day Cooling-Off Period for Unused Credits

If you purchase a credit pack and have not consumed any credits from it within seven (7) calendar days of purchase, you may request a full refund of that purchase. After seven days, or after any credit from that pack has been used, the purchase is final.

To qualify for a 7-day cooling-off refund, all of the following must be true at the time of request:

  1. at least one of the credits granted by the purchase remains unused on your account;
  2. you have not initiated a payment chargeback or dispute through your card issuer or bank;
  3. the purchase was not flagged as fraudulent;
  4. your account has not been suspended or terminated for breach of our Terms of Service.

If credits from the pack have been partially consumed, the unused portion is not refundable except where required by applicable law.

4. Refunds We Will Issue Without a Cooling-Off Window

Outside the 7-day cooling-off period, we will issue a refund (or, at our discretion, equivalent credit) in the following situations:

4.1 Duplicate or Erroneous Charges

If you were charged twice for the same order, charged for a pack you did not select, or charged after a clearly failed transaction, we will refund the duplicate or erroneous charge once verified.

4.2 Service Outages of Material Duration

If the Service is materially unavailable for a continuous period of more than seventy-two (72) hours due to a fault on our side or a fault by a third party we contract with (excluding planned maintenance announced in advance, force-majeure events under Section 17 of the Terms, and outages caused by your own equipment or network), and you are unable to consume credits during that period, you may request a pro-rata service credit or refund proportional to the affected window.

4.3 Account Termination Without Cause

If we terminate your account without cause (i.e., not for breach of our Terms, fraud, abuse, or non-payment), we will refund unused credits on your account on a pro-rata basis. See Section 9 of our Terms for what constitutes "for cause" termination.

4.4 Where Required by Applicable Consumer-Protection Law

If you reside in a jurisdiction whose mandatory consumer-protection law gives you a non-waivable right to a refund (for example, certain provisions of the Federal Competition and Consumer Protection Act 2018 in Nigeria, or distance-selling rules in the EU/UK), we will honor that right to the minimum extent required.

5. Network-Stall Protection (Not a Refund — Built-In)

MorphMe includes automatic stall protection in the desktop application. When the system detects that your network or device has caused frame delivery to fail, it pauses billing for the affected period up to a per-session cap. Credits are not deducted during qualifying stalls. This protection is not a refund — it operates automatically and pre-emptively. You do not need to request it.

Stall protection does not refund credits already consumed before the stall was detected. If a session ran successfully for several minutes and then degraded, the consumed minutes remain billed.

6. Refunds We Will Not Issue

For clarity, we will not refund:

  • credits that have been consumed in any session, regardless of the resulting output quality;
  • purchases made more than 7 calendar days ago when at least one credit from the pack has been used;
  • credits forfeited under Section 5.6 or Section 14 of our Terms (account termination for cause, or breach of representations);
  • any portion of a purchase where you have initiated a chargeback before contacting us (see Section 8 below);
  • any portion attributable to applicable taxes or fees collected on behalf of governmental authorities, where those amounts have already been remitted;
  • third-party processing fees (Paystack, Whop, or any other payment provider) if the underlying purchase is otherwise non-refundable;
  • any subjective dissatisfaction with AI-generated output. AI output is provided "as is" per Section 12 of the Terms.

7. How to Request a Refund

To request a refund, email hello@morphmelive.com with the subject line "Refund Request" and include:

  1. the email address associated with your MorphMe account;
  2. the date and time of the purchase;
  3. the pack name and amount (e.g., "Starter $60");
  4. your payment provider transaction reference (Paystack reference, Whop order ID, or similar — usually visible on your receipt);
  5. the reason for the refund request, with reference to the relevant section of this policy where possible.

We aim to acknowledge refund requests within two (2) business days and to issue valid refunds within seven (7) to ten (10) business days of approval. Actual receipt of funds depends on your payment provider, your bank, and any currency conversion path applicable to your transaction.

Refunds are issued to the original payment method only. We do not issue refunds to alternate cards, bank accounts, or to balances on payment platforms other than the one used for the original purchase.

8. Chargebacks and Disputes — Important

If you have a concern about a charge, please contact us at hello@morphmelive.com first. We will work in good faith to resolve legitimate concerns within the framework of this policy.

Initiating a chargeback or payment dispute through your bank or card issuer without first contacting us is a material breach of our Terms (Section 5.7) and may result in:

  • immediate suspension or termination of your account;
  • forfeiture of any unused credits on your account;
  • a permanent ban from re-registering;
  • recovery of chargeback fees, payment-provider penalties, and reasonable legal costs;
  • reporting to fraud-prevention networks where applicable.

Wherever a refund is appropriate under this policy, we will issue it directly. The chargeback path is an escalation of last resort and is reserved for situations where direct contact has genuinely failed.

9. Effect of Payment-Provider Account Suspensions

From time to time, a payment provider we use (for example, Paystack, Whop, or a previous provider) may suspend their own account or platform-level service. If a payment provider unilaterally refunds your purchase as part of their own suspension or compliance process — without our involvement — you may also lose access to credits granted by that purchase, as set out in Section 5.6 of our Terms (forfeiture on for-cause termination) and in any specific incident communication we send you. We will give affected customers reasonable notice and a meaningful grace window where circumstances permit, but final outcomes in payment-provider suspension events are not within our control.

10. Currency, FX, and Bank Charges

Refunds are issued in the same currency as the original charge. If currency conversion is required to return funds to your bank (for example, USD purchase via international payment provider returning to a NGN bank), the conversion is performed by the payment provider and the resulting amount may differ slightly from the original due to FX-rate variation. We do not control or compensate for FX variance. Bank fees levied by your bank for receiving an international refund are also outside our control.

11. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be posted here with a new "Last Updated" date and, where appropriate, communicated by email to active customers. The version of the policy in effect at the time of your purchase governs that purchase.

12. Contact

THE TOOLS HUB (CAC RC No. 9204311)
Email: hello@morphmelive.com
Website: https://morphmelive.com

By using MorphMe, you acknowledge that you have read, understood, and agree to this Refund Policy as part of our Terms of Service.