Refund Policy
1) Definitions
“Order” means the service request you place and we accept. “Deliverables” means the processed audio files, exports, and any agreed supporting materials. “Work Started” means we have begun analysis, restoration, editing, processing, export preparation, or any other billable work on your project.
2) General Rule for Custom Services
Once Work Started, fees are generally non-refundable because the service value is created through labor and expertise. However, we will address eligible cases described below, including verified technical defects and billing errors.
3) Before Work Starts
If you cancel before Work Started, you may be eligible for a refund of amounts paid, minus non-recoverable costs (for example: payment processing fees, or reserved rush scheduling where applicable), unless prohibited by law.
4) After Work Starts
If Work Started and you cancel, you are responsible for fees incurred up to the cancellation date. In such cases:
- We may provide partially completed deliverables reflecting work performed, when reasonably possible.
- Refunds are not guaranteed and are evaluated based on time spent, project stage, and the reason for cancellation.
- Deposits used to reserve production time are typically non-refundable once scheduling is committed.
5) Technical Defects and Corrections
If you believe there is a technical defect in the delivered files (for example: wrong file format versus the agreed format, obvious export corruption, missing deliverable, or a verified processing mistake), contact us promptly with details. We will, at our discretion:
- Correct the defect and re-deliver the files at no additional cost; or
- Provide an appropriate partial refund or credit if a correction is not feasible.
“Technical defect” does not include subjective preference (for example: you expected a different “sound” not specified in scope) or limitations inherent to the source material.
6) Source Limitations and “Best Effort” Restoration
Restoration results depend on the condition of the original audio. Some noise, distortion, clipping, or degradation may not be fully removable without harming the signal. We do not offer refunds solely because a source cannot be restored to a “like new” state.
7) Revisions vs. Refunds
In most cases, the quickest path to a good outcome is a revision within the agreed scope, not a refund. If you have concerns, we recommend you request a revision and describe the issue clearly (timecodes, examples, and target references help).
8) Platform Rejections and Third-Party Decisions
If we assist with release preparation, we aim to align with platform requirements as understood at the time of delivery. However, third-party platforms can change rules, apply automated checks differently, or reject content for reasons outside our control (including rights/metadata issues). Refunds are not provided for third-party decisions unless the rejection is directly caused by our verified technical error within the agreed scope.
9) Chargebacks and Disputed Payments
If you initiate a chargeback without first contacting us to resolve the issue, we may pause all work and delivery. We reserve the right to provide evidence of work performed, communications, and delivered files to the payment processor.
10) How to Request a Refund Review
To request a refund review, provide:
- Your name and order details (invoice number or date, if available).
- A clear description of the issue and why you believe it qualifies.
- Any supporting information (timecodes, screenshots, platform error messages, or file names).
We will evaluate the request in good faith and respond with a decision, a proposed fix, or next steps. Refunds, if approved, are issued to the original payment method when possible.
11) Legal Rights
This Refund Policy does not limit any rights you may have under applicable consumer protection laws. Where local law requires a different outcome, we will comply with those requirements.