Refund Policy

In short

You hear the song and read the lyrics before you pay, so the product is never a surprise. If we fail to deliver, or the file we delivered is broken, you get your money back. If we delivered a working song you approved, the order is final — it is custom digital content made specifically for you.

1. What you are buying

Every order is a made-to-order digital product: lyrics written from your brief, a generated song, and (for some products) a private gift page with photos and a message. Nothing is shipped, and production starts as soon as payment clears.

2. Refund window

Request a refund within 7 days of the payment date. Requests after that window are reviewed case by case, but are normally declined.

3. Full refund — you are covered

• No delivery. Payment cleared but no usable song was produced within 24 hours, and support could not resolve it.
• Broken delivery. The audio file will not play, is truncated, or is clearly corrupted, and we cannot re-deliver a working file.
• Duplicate or incorrect charge. You were charged twice, or charged an amount different from the order summary.
• Unauthorized transaction. Someone used your payment method without your permission. Contact your bank as well; we will cooperate.

In these cases we refund the full order amount to the original payment method, or regenerate the song if you prefer.

4. No refund — outside the policy

• Change of mind after delivery. The song was generated and delivered, and you no longer want it.
• Taste and artistic direction. The song follows the brief and the lyrics you reviewed, but you do not like the melody, the voice, or the arrangement. Generation can be retried once through support if something is technically wrong; taste alone is not a defect.
• Wrong details you entered. A misspelled name, the wrong occasion, or inaccurate facts in the story you supplied. We can usually regenerate at a reduced price, but this is not a refund case.
• Removed content. A gift page removed because it violated our Terms of Service.
• Partial use. Gift pages already shared publicly and audio already downloaded do not create a right to a refund on their own.

5. Right of withdrawal (EU, UK, Switzerland)

Digital content supplied immediately is exempt from the 14-day right of withdrawal once delivery has begun with your express consent and your acknowledgement that you lose that right. You give both at checkout. This does not affect your statutory rights if the product is faulty — the cases in section 3 still apply.

6. How to request a refund

Use the Refund Application page. You will need your order number, the email address on the account, the purchase date, and a short description of the problem. Screenshots or a link to a broken file speed things up.

Do not open a payment dispute before contacting us: a chargeback freezes the order while the bank investigates, which usually takes longer than a direct refund.

7. Processing time

• Acknowledgement: within 1 business day.
• Decision: normally within 2–3 business days after we have the information we need.
• Money back on your statement: 5–10 business days after approval, depending on your bank or card issuer. PayPal refunds are usually faster.

We refund in the original currency and to the original payment method. Currency conversion differences applied by your bank are outside our control.

8. If we deny a refund

We will explain why in writing, referring to the sections above. If you disagree, reply to that email — a second review is done by someone who did not handle the first decision. Consumers in the EU, UK, and Switzerland keep the right to escalate to their national consumer protection body.

9. Changes to this policy

We may update this policy as the product changes. The revision date at the top of the page always reflects the version that applies to a new order; an order is judged by the policy in force on its payment date.

10. Contact

Refund questions: support@songline.gift — or start with the Refund Application.