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Refund Application

Submit a refund request for a Songline order: what to include, where to send it, and what happens next.

Last updated: 2026-10-22

Before you apply

Read the Refund Policy first. In short: we refund when we failed to deliver or the file is broken, and we do not refund a delivered song you simply changed your mind about. Checking that now saves you a round trip.

1. What to include

Send all of the following in one email — missing details are the main reason a request takes longer:

  • Order number — looks like SONG-XXXXXX, in your purchase receipt and under Settings → Orders.
  • Account email — the address you signed in with, if it differs from your billing email.
  • Purchase date and the amount charged.
  • Which product — single song, song with video, or the two-verse version.
  • What went wrong — a sentence or two is enough: nothing was delivered, the audio does not play, you were charged twice.
  • Evidence, if you have it — the download link you received, a screenshot of the error, or the gift page URL.
  • What you want — a refund, or a regeneration of the song.

2. Where to send it

Email support@songline.gift with the subject line:

Refund request – <your order number>

You can also start from your account: open the order in Settings → Orders and use the support link there, which attaches the order details automatically.

3. What happens next

  1. Acknowledgement — within 1 business day, with a ticket reference.
  2. Review — 2–3 business days. We may ask for one clarification, for example a re-upload of the audio file.
  3. Decision — by email, with the reason and, if approved, the expected refund date.
  4. Refund issued — to the original payment method, in the original currency.

You can reply to the ticket at any time; there is no need to open a second request.

4. Timing you should expect

  • Broken or undelivered song: approval is usually the same day once we reproduce the problem.
  • Duplicate charge: approval as soon as the two transactions are visible in our processor.
  • Money back on your statement: 5–10 business days after approval. Card issuers vary; PayPal is usually faster.

5. If your song is fixable

A regeneration is often faster than a refund. If the lyrics are right but the vocal or arrangement missed, say so in the request — we can retry the generation with adjusted direction at no extra cost when the fault is on our side.

6. Chargebacks

Please contact us before opening a dispute with your bank or card issuer. A chargeback freezes the order and typically takes 30–60 days to resolve, while a direct refund is usually settled within a week. If a chargeback is already open, tell us the case number so we can respond to it with the order records.

7. Contact