Cancellation & Refund Policy

Scope of This Policy

This policy explains how cancellations and refund requests are handled for our custom music production services. It applies to projects including:

• Custom music arrangements.
• Custom backing tracks.
• Song arrangement development.
• Instrumental music production.
• Music style adaptation.
• Bespoke music production.

It covers cancellations requested before production begins, after production has started and after digital deliverables have been supplied.

Where a project has a specific written agreement covering cancellation or refund arrangements, that agreement should be read alongside this policy. No separate agreement will remove or restrict mandatory statutory rights available to a customer.

Submitting a project enquiry does not itself create a confirmed production order. The project becomes confirmed once the relevant scope and commercial arrangements have been agreed by both parties.

Project Confirmation and Starting Conditions

Before a project is confirmed, we will review the customer’s requirements and the available source materials. We will then establish the arrangements relevant to the requested work.

These may include:

• The type and scope of music production requested.
• The musical ideas, demos or other source materials supplied.
• The intended musical direction and production requirements.
• The agreed digital audio deliverables.
• The project price and any applicable additional charges.
• The expected production and delivery timescale.
• The included revision allowance.
• Any relevant file format or delivery requirements.

We will confirm the agreed arrangements in writing. Production will begin once the agreed start conditions have been met, including receipt of the required source materials and any payment or deposit specified in the project confirmation.

Customers should review the project details carefully before confirming. If an important requirement is missing or unclear, it should be raised before production begins.

Cancellation by the Customer

If you decide not to proceed with a confirmed project, please notify us in writing as soon as possible. Your cancellation notice should identify the project and clearly state that you wish to cancel it.

Before production begins

If you cancel before production has started, we will review the payments received and the circumstances of the cancellation.

Where no production work has been carried out and no lawful, agreed and properly evidenced costs need to be accounted for, a full refund will normally be available, subject to any applicable statutory rights and the terms of the contract.

After production has started

If you cancel after production has begun, we will consider the work already completed, the stage reached and any reasonable costs properly incurred.

Where the law permits, a proportionate amount may be retained for services already supplied or work properly carried out before cancellation. Any amount retained must be fair and consistent with the applicable contract and consumer law.

After delivery

If the agreed digital audio deliverables have already been supplied, the refund position will depend on the contract, the nature of the work, whether the deliverables conform to the agreed specification and any applicable statutory rights.

Changes to an Agreed Project

If your requirements change after a project has been confirmed, please contact us before asking us to proceed with the revised work.

Minor adjustments that fall within the agreed revision allowance will be handled in accordance with the original project arrangements.

A substantial change to the original brief may require a revised scope, additional production work, a different delivery timescale or an additional fee.

Examples of changes that may affect the original project include:

• Changing the musical style or overall creative direction.
• Replacing the original melody, demo or source recording.
• Adding new musical sections or production elements.
• Changing the intended structure or length of the track.
• Requesting additional deliverables not included in the original agreement.
• Requesting further revision rounds beyond the agreed allowance.

We will explain any proposed changes to the price or delivery timescale before undertaking additional work. No additional charge will be treated as agreed without your confirmation.

If the revised requirements cannot reasonably be accommodated, either party may discuss ending the project. Any resulting refund will be assessed under this policy and applicable law.

Where Production Has Already Started

Custom music production involves work carried out specifically for the customer’s brief. Depending on the project, this may include reviewing source materials, developing an arrangement, creating musical parts, producing audio and preparing the agreed deliverables.

If a cancellation request is received after work has started, we will assess the position based on the actual stage of the project.

This assessment may take account of:

• The amount and nature of production work completed.
• The stage reached against the agreed project scope.
• Any completed work already supplied to the customer.
• Any reasonable costs properly incurred for the project.
• Any remaining work that has not yet been carried out.

Where a refund is appropriate, any deduction will be based on the value of work properly completed or other amounts that may lawfully be retained. We will not apply an automatic cancellation penalty solely because production has begun.

If production has started during a statutory cancellation period at the customer’s express request, the applicable legal rules concerning payment for services supplied before cancellation will also apply.

Customers should note that work created specifically for a project may not be suitable for another project. This does not, by itself, remove any statutory cancellation or refund rights.

Cancellation by Our Company

In some circumstances, we may be unable to continue with an agreed production project. If this happens, we will contact the customer as soon as reasonably possible and explain the situation.

Depending on the circumstances and the stage reached, we may discuss an appropriate revised delivery arrangement or an alternative way of completing the agreed work.

If we are unable to provide the agreed service and the customer does not wish to accept a reasonable alternative, we will refund the amount due for the part of the service that has not been supplied.

Where part of the agreed service has already been properly supplied, any adjustment will be assessed fairly and in accordance with the contract and applicable law.

If an unexpected event outside our reasonable control affects production, we will explain the impact and communicate any revised arrangements. This does not remove any statutory rights available to the customer.

When a Refund May Be Available

Refund requests are considered individually. The outcome will depend on the project agreement, the work already supplied and the reason for the request.

Project cancelled before work begins

Where a project is cancelled before production starts, we will normally refund payments received for work that has not been undertaken, subject to any lawful and properly agreed deductions.

Project partially completed

Where some of the agreed work has been completed, we will consider the value of the work already supplied and the part of the project that remains outstanding.

If a refund is due, it will be calculated on a fair and proportionate basis. Any amount retained must be justified by the work carried out or another lawful basis.

Completed project

Where the agreed production has been completed and supplied in accordance with the project specification, a refund will not normally be available solely because the customer later changes their creative preferences or decides to pursue a different musical direction.

This does not affect rights or remedies where the service was not provided with reasonable care and skill, where the deliverables do not conform to the agreement or where another statutory remedy applies.

Digital audio files

Our completed production work is normally delivered as digital audio files. The customer’s rights in relation to digital content will depend on the agreed deliverables and the applicable legal requirements.

Where a file is corrupted, inaccessible or materially different from the agreed specification, please contact us so that we can investigate and consider an appropriate remedy.

Customer-supplied materials

If a project cannot proceed because the customer does not provide the agreed source materials, necessary permissions or required information, we will review the circumstances and the work already completed before determining any refund due.

We will not treat a customer’s failure to provide materials as an automatic basis for retaining all payments regardless of the work performed or applicable law.

How Refunds Are Processed

Once a refund has been approved, we will confirm the amount and explain any relevant adjustment for work already supplied or costs that may lawfully be retained.

• Approved refunds will normally be arranged within 5 working days of our confirmation, unless a different statutory deadline applies.
• Where a refund is due under statutory cancellation rights, it will be made within the applicable legal time limit.
• Refunds will normally be returned using the original payment method where reasonably possible.
• If the original payment method is no longer available, we will contact the customer to agree an appropriate alternative.
• The time taken for funds to appear in the customer’s account may depend on the relevant bank or payment provider.

For statutory cancellation refunds, the applicable legal deadline will take precedence over our usual administrative processing target.

If you believe that an approved refund has not appeared within the expected period, please contact us with the relevant project details so that we can check its status.

Statutory Cancellation Rights

Customers may have statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, depending on the nature of the contract and how it was concluded.

Distance and off-premises contracts

For qualifying distance and off-premises service contracts, consumers generally have a 14-day cancellation period beginning on the day the contract is entered into.

A customer who wishes to exercise an applicable cancellation right should clearly notify us within the relevant period. The customer does not need to provide a reason for exercising that right.

Requesting production to begin early

If a customer asks us to begin providing a service during the 14-day cancellation period, the required express request and legal information must be obtained.

If the customer then cancels during the applicable period, a proportionate amount may be payable for the service supplied up to the time the cancellation is communicated, where the legal requirements for such a charge have been satisfied.

For a service contract, the cancellation right may only be lost after the service has been fully performed where the customer gave the required prior express consent and acknowledged that the right to cancel would be lost once performance was complete.

Digital content supplied electronically

Where a project includes digital content supplied electronically, separate statutory rules may apply to the supply of that content.

If digital content is to be supplied during the 14-day cancellation period, we will obtain the customer’s express consent to begin supply and acknowledgement of the applicable effect on the cancellation right, together with the required confirmation of the contract.

The right to cancel digital content supplied without a tangible medium is only lost where the statutory conditions have been properly met. A customer will not be treated as having waived a cancellation right merely because a project has been discussed or production has started.

Refunds following statutory cancellation

Where a statutory cancellation right applies, refunds will be made within the applicable legal time limit and using the required method, subject to any lawful proportionate deduction for services already supplied.

These statutory rights are separate from any additional cancellation arrangements we may offer voluntarily.

How to Request a Cancellation or Refund

To cancel a project or request a refund, please contact us in writing using the email address provided below.

To help us identify the project and assess your request, please include:

• Your full name or organisation name.
• The email address used for the project enquiry.
• The project name or reference, if available.
• The service or production work concerned.
• The date the project was confirmed, if known.
• A clear statement that you wish to cancel or request a refund.
• Any relevant information about work already supplied or files received.

We aim to acknowledge cancellation and refund enquiries within 3 working days.

If additional information is needed to assess the request, we will explain what is required. We will then review the circumstances and respond with the outcome and any relevant refund calculation.

If you are exercising a statutory cancellation right, please make that clear in your message. You may also use the model cancellation form where applicable, but you are not required to use a particular form provided that your decision to cancel is communicated clearly.