SONGLUX policies
Refund policy
This policy explains cancellation requests, immediate personalised digital production, delivery problems and the statutory remedies that remain available to consumers.
Your statutory rights
This policy does not replace or reduce rights you have under applicable consumer law. If digital content or a service is faulty, not as described, unavailable or not supplied with the care and skill required by law, you may be entitled to a legal remedy regardless of the change-of-mind rules below.
Before personalised production begins
Contact info@songlux.com as soon as possible if you want to cancel. If personalised production has not started and no digital supply has begun, SongLux will assess the request under the cancellation rights that apply to the order and, where cancellation is available, arrange the appropriate refund.
Immediate digital production
SongLux is designed to begin personalised digital production soon after successful payment. Where Stripe Checkout asks you to agree to the SongLux terms, the acknowledgement also records your request for personalised digital production to begin immediately and explains that, where permitted by law, the 14-day cancellation right for digital content may be lost once supply begins.
Personalised or substantially started work
A change-of-mind request made after personalised production has materially started will be considered in light of the type of digital service or content supplied, the checkout acknowledgement, work already performed and applicable consumer law. SongLux will not rely on a blanket 'no refunds' rule where the law provides a remedy or cancellation right.
Delivery or technical failure
If SongLux cannot provide the purchased song experience after reasonable investigation and appropriate retries, available remedies may include correction, redelivery, replacement production, a price reduction or refund depending on the issue and the rights that apply.
Material order issues
Contact support if delivered files are missing, inaccessible, corrupted or materially inconsistent with the confirmed order details. Creative differences between two personalised interpretations are not automatically a fault, but this does not affect your rights where the delivered digital content or service does not meet legal or contractual requirements.
Rejected or unfulfillable requests
If SongLux cannot fulfil an order because the requested content is unlawful, unsafe, infringing or outside the permitted service, we will consider how far production has progressed and any consumer rights that apply when deciding the appropriate payment or refund outcome.
Refund processing
Approved refunds are returned through the original payment method. SongLux can control when a refund is submitted to the payment provider, but the time taken for the credit to appear can depend on Stripe, your bank or card issuer.
How to request help
Email info@songlux.com with the SongLux order number, checkout email and a concise description of the issue. Never send full payment-card details, security codes or passwords by email. We may ask for information needed to verify that you are entitled to discuss the private order.
Questions about these policies can be sent to info@songlux.com.