Refund Policy

1. Personalised service

Each song is made to the customer's brief and cannot usually be resold. Work normally begins as soon as payment is received because the customer expressly requests an early start when submitting the order.

2. Cancelling before work starts

If you contact us before any creative work has started, we will provide a full refund to the original payment method.

3. Cancelling during the first 14 days

For a service ordered online, a consumer normally has a 14-day cancellation period. If you asked us to begin during that period and cancel after work has started but before the service is fully performed, we may deduct a reasonable, proportionate amount for work already completed. We will explain any deduction.

Once the personalised service has been fully performed and the digital song has been supplied following your express request and acknowledgement, the change-of-mind cancellation right ends. This does not affect remedies for content that is faulty, not as described or not produced with reasonable care and skill.

4. After 14 days or after completion

We do not normally offer change-of-mind refunds after the cancellation period or once personalised production has been completed. We may consider exceptional circumstances fairly at our discretion, without affecting legal rights.

5. Revisions

• Sweet Story: no discretionary revision included.
• Our Love Song: one revision included.
• Wedding Special: two revisions included.

Requests must be sent within seven days of delivery and remain within the original brief. Correcting our mistake or providing a legal remedy for faulty or misdescribed digital content does not use up a discretionary revision.

6. Faulty or misdescribed content

If the delivered song is technically faulty or materially different from what was agreed, contact us with details. Depending on the circumstances and your statutory rights, we will offer an appropriate remedy such as correction, replacement, a price reduction or refund. We will have a reasonable opportunity to correct a remediable problem.

7. Incorrect customer information

We are not responsible for errors caused by incorrect spellings, names, dates or instructions supplied by the customer. We will quote for any substantial remake required, although we will try to help reasonably.

8. Refund timing

Approved refunds are sent to the original payment method. We normally instruct Stripe within five working days, but the bank or card provider may take additional time to credit the account.

9. How to request cancellation or a refund

Email hello@myshaadisong.co.uk with your name, order email, package and reason for the request. The time your message is received will be used when assessing whether work had started or been completed.