Refund & Guarantee Policy
Thank you for choosing SoundKeeps. Because every song is custom-made from your personal story, our products are personalized digital goods. This policy explains when cancellations and refunds are available.
Cancellations
You may cancel your order for a full refund within 2 hours of purchase. After 2 hours, your order enters songwriting, composition and arrangement, and can no longer be cancelled or refunded, as work has already begun on your one-of-a-kind song.
30-Day Money-Back Guarantee
We stand behind every song. Within 30 days of delivery, you are covered by our money-back guarantee if:
- your digital order is not delivered by the promised deadline;
- a physical keepsake arrives damaged or incorrect — we will replace it; or
- a name is mispronounced or a key detail is wrong — we will re-record and re-deliver at no charge.
If we are unable to resolve one of the issues above, you will receive a full refund.
Free revisions
Within 7 days of delivery, we will revise your song for free until every name and detail is right.
Digital products
Except as stated above, personalized digital products are non-refundable once production has begun, in line with standard practice for made-to-order digital goods.
How to cancel or make a claim
To cancel within the 2-hour window, or to raise an issue covered by our guarantee, reply to your order confirmation email or reach us through our Contact page, including your order number.
This policy does not affect any statutory rights you may have under applicable law.