Legal
Refund Policy
You hear your complete song before you pay, so purchases are generally final. Here's when we do refund, and what to do if something goes wrong.
The short version
- Listen first: you hear your complete song before you decide to pay.
- Once you've paid, the song is yours, so purchases are generally non-refundable.
- Charged twice, or we can't deliver? You'll get your money back.
- Refunds go back to your original payment method through Stripe.
On this page
Our approach
SongToLove works on a listen-before-you-pay basis. Once you've paid, we generally don't offer refunds, because:
- You hear it all first. You can listen to your complete song before paying.
- You only pay if you're happy. Nothing is charged until you decide the song is right.
- Paying makes the song yours. At checkout you ask us to deliver it as soon as you've paid, and we transfer our rights in it to you, so once it's delivered it can't be returned like a physical product.
This policy doesn't affect any mandatory consumer rights you have in the country where you live.
Listening and deciding to pay
- Before you pay, you can listen to every complete version of your song, with a preview watermark, and read the lyrics.
- If you'd like to change the story or the lyrics, do it while you're creating your song: you can ask for changes and generate new versions before checkout. The app shows how many rounds of changes you have left.
- After payment, changes to the song aren't offered as a standard service. You can still change your gift's photos and message at no cost.
When we refund
- Duplicate or incorrect charges: if you're charged twice for the same order, or more than the price shown at checkout, we refund the duplicate payment or the difference.
- We can't deliver: if a problem on our platform stops us from delivering what you bought and we can't fix it, we refund you in full.
- Unauthorized or fraudulent payments: if a payment was made without your permission, we refund it once we've verified what happened.
- When the law requires it: we always give the refunds that consumer law entitles you to.
Refunds go back to your original payment method through Stripe. Depending on your bank, they can take 5 to 10 business days to appear.
When we refund an order in full, the purchase is cancelled: access to the unlocked files and the gift page ends, and scheduled gift emails are stopped. About 30 days after the refund (or, if the payment is disputed, about 30 days after the dispute closes) we delete your story, songs, photos and message, and keep only the payment and order record that tax law requires (see our Privacy Policy).
Technical problems and delays
- Download or playback problems: if a file won't download or play, or the gift page won't open, tell us and we'll help fix it at no cost. If we still can't deliver, you get a refund as described in When we refund.
- Delays on our side: if a problem on our platform delays your delivery, we'll keep working on it and deliver at no extra cost. In exceptional cases, we may also offer a replacement or compensation at our discretion.
Other options we may offer
If you're unhappy with your song for another reason, get in touch. Depending on the situation, we may offer a credit toward a new song, a discount on a future order or a free add-on.
These are goodwill gestures at our discretion, not obligations, and they never replace the refunds described in When we refund.
Before you open a dispute
If something looks wrong with a charge, please contact us before opening a dispute or chargeback with your bank. Tell us the email address you used at checkout and the date of your purchase so we can find your order. Most problems can be solved quickly by email, while a bank dispute can take weeks.
If you do open a dispute, it's handled through Stripe's dispute process.
Contact us
To ask about a refund or report a problem, write to us from the email address you used at checkout. Tell us what went wrong and when you bought your song.