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Last updated: 9 October 2026

Everything on StemGrab is free to use. The only thing we sell is an optional pass, in two sizes: €5 for 30 days or €3 for 24 hours, a one-off purchase, not a subscription. This page explains exactly when you get that money back, and it applies to both. The short version: before you start the pass, for any reason at all, and after that, whenever something on our side went wrong. The four goodwill cases below cover that, and we apply them without argument. Your statutory right of withdrawal as a consumer is separate; it is described in the next section.

Your statutory right of withdrawal

A pass is a digital service that starts the moment you use it. If you are a consumer, the statutory right of withdrawal applies to a pass: 14 days from the day after you buy it, with no reason needed. If you asked us at checkout to start the pass immediately and you withdraw within those 14 days, you pay a proportionate part of the price for what was already provided until you told us; once the pass has been fully provided you can no longer withdraw. You exercise it yourself on our withdrawal page: it takes effect when you submit it, we confirm receipt straight away, and the refund follows. It needs no reason and no approval from us. You can also withdraw with any clear statement by e-mail to info@shinobitools.com. The clock on your pass starts at your first file, not at payment. Everything below is our goodwill policy: it sits on top of this right and does not limit it.

When we refund as goodwill

• The tool didn't do what we promised. If something the pass unlocks does not work the way this site describes it, tell us what you uploaded and what happened. If we can reproduce it and cannot fix it within two working days, you get a full refund. This is about our description being wrong, not about a result you hoped for: every tool here is free to try first, precisely so you can judge the quality before you pay. The pass lifts limits; it does not change the model or the output.
• You paid twice. Duplicate charges are refunded in full.
• You never started. A pass only begins counting from the first file you process. As long as you haven't started it, you can ask for a refund within 14 days of paying.
• The service was down. If StemGrab is unavailable for a meaningful part of your pass, whether that is 30 days or 24 hours, we add the lost time to it. If the outage cost you more than half of it, we refund instead.

What we cannot refund as goodwill

We also cannot refund a pass that is simply gone from your browser: there are no accounts here, so a pass is stored locally in the browser you bought it in. Clearing your site data removes it. Mail us if that happens. See below, we will usually just re-issue it.

Separation quality itself is not a ground for refund. Free and paid run the same model on the same hardware, and the free tool lets you hear the result before you ever pay. If a specific stem disappoints you, that is a limit of the technology, not of the pass.

How to ask for a goodwill refund

Mail hello@shinobitools.com with the order number from your confirmation e-mail. One line about what went wrong is enough.

We answer within a few working days. An approved refund is issued through our payment provider, Stripe, and lands back on the card or account you paid with: usually within five to ten working days, depending on your bank.

Chargebacks

Please mail us before asking your bank to reverse the payment. A chargeback costs us far more than the €5 and takes weeks; a mail to us takes minutes and gets you the same money back. We have never turned down a reasonable refund.

Contact

hello@shinobitools.com · See also our Terms of Use and Privacy Policy.