Refund & Cancellation Policy

Scope of this policy

This Refund & Cancellation Policy applies to services engaged through a written proposal or statement of work, including curated audio collections, playlist preparation, formatting and adaptation of sound materials, library and archive organisation, and related coordination services. It should be read together with our Terms of Service.

Deposits and booking

Most projects begin with a deposit, as stated in the proposal. The deposit reserves time in our schedule and covers the planning and initial work that starts as soon as a project is confirmed. Unless stated otherwise in the proposal, the deposit is non-refundable once we have begun work, because that time has been set aside for you and cannot be reused.

Cancelling before work begins

If you cancel a project after confirming it but before any work has started, you may request a refund of amounts paid, less any non-refundable deposit and any third-party costs already incurred on your behalf. To be treated as "before work begins", a cancellation must reach us in writing prior to the start date noted in the proposal or our first confirmed working session, whichever is earlier.

Cancelling after work has begun

If you cancel after work has started, we will invoice for all work performed and time committed up to the date we receive your cancellation, together with any third-party costs. Where you have paid in advance, we will refund any remaining balance for work that had not yet been started. Work that has already been carried out, including planning, selection, formatting and organisation, is billable and not refundable.

Revisions rather than refunds

Each proposal includes a defined number of revision rounds. If a deliverable does not match the agreed brief, our first step is always to correct it within the included revisions, at no extra charge. We see revisions, not refunds, as the proper way to resolve concerns about work that has been delivered. Refunds are not provided simply because of a change of preference once a deliverable meets the agreed brief.

Accepted deliverables

A deliverable is treated as accepted when you approve it, or when a reasonable review period stated in the proposal passes without requested changes. Once a deliverable has been accepted, or once final files have been delivered and put to use, the related fees are non-refundable. This reflects the bespoke, completed nature of the work.

Situations outside our scope

We do not provide music licensing, royalty management, broadcasting or streaming platform operations. We therefore cannot offer refunds for outcomes that depend on those areas, such as a third party declining to license content, a platform rejecting material, or rights you were responsible for clearing not being in place. Responsibility for rights and clearances remains with you, as set out in our other policies.

Delays and rescheduling

If a project is delayed because materials, briefs or approvals are not provided on time, we may reschedule the work and any related fees remain payable. Where we are unable to deliver agreed work for reasons within our control and cannot offer a reasonable alternative, we will refund fees paid for that specific undelivered work.

How to request a cancellation or refund

To cancel a project or request a refund, send us a written request using the contact details below, including your name, the project reference and a short description of your request. We will acknowledge it, confirm what has been completed and what remains, and explain any amount that is refundable or payable.

• Requests should be made by the person who confirmed the proposal.
• We aim to respond to refund and cancellation requests promptly and to resolve them fairly.
• Approved refunds are issued using the original payment method where possible.

Changes to this policy

We may update this policy from time to time. The version published here, with the "last updated" date above, applies to projects confirmed after that date. The policy in effect when your proposal was accepted governs that engagement.