Refund Policy

This policy is in addition to your legal rights under the Consumer Rights Act 2015 (see section 7 of our terms). It is provided by Nexus House Ltd, trading as SoulNote.

Our promise

If your song isn’t right, tell us what to change and we’ll make a free remake. Each order includes one free remake, requested from your song page once your song is delivered. We aim to deliver your remake within 24 hours of your request.

Money-back promise

If a remake still doesn’t feel right, email us within 14 days of delivering the remake and we’ll refund what you paid in full.

If something is wrong with your song

If your song is faulty (for example the audio is broken, it’s cut short, or it isn’t what you ordered), we’ll fix or remake it at no cost and this doesn’t use up your free remake. If we can’t, you’re entitled to a refund.

Late delivery

We promise delivery within 24 hours of payment. If we miss it and your song hasn’t been delivered yet, you can choose to wait or to cancel for a full refund. Just email us.

Cancelling

Because each song is made to order and we start straight away, you can’t cancel once we’ve started (see section 5 of our terms). If we haven’t started yet, email us and we’ll refund you in full.

How to ask

Email hello@soulnote.uk with your order reference. Refunds go back to your original payment method through Stripe, usually within 5 to 10 working days of us agreeing the refund.