Terms of Service

1. Who we are

SoulNote is a trading name of Nexus House Ltd, a company registered in England and Wales, company number 17499466.
Registered office: 71–75 Shelton Street, Covent Garden, London WC2H 9JQ.
Email: hello@soulnote.uk · Website: soulnote.uk

These terms apply when you order a song from us on soulnote.uk. Please read them before you pay. You can save or print this page. You must be 18 or over to place an order.

2. What you’re buying

An original, personalised digital song made from the story you give us, delivered as a private song page with an MP3 download. Songs are made with AI: the lyrics and music are generated by AI services and pass automated quality checks (sound quality and lyric checks) before delivery. A person listens to every song before it is delivered. Each song’s title and album cover are also made with AI. Because every song is generated from scratch, two songs made from similar stories will still sound different, and we can’t promise a particular melody, voice or style beyond the choices you make on the form.

3. Price and payment

Prices are in pounds sterling (GBP). The total shown at checkout, including any extras you choose, is the full price you pay. There are no hidden charges and delivery is included. We sometimes test different prices with different visitors; the price you pay is always the one shown on your checkout page before you pay. Payments are processed securely by Stripe. Your contract with us is made when your payment is confirmed and we email you a confirmation.

4. Delivery

We deliver within 24 hours, usually within the hour after payment, by email, with a link to your private song page. If we can’t make your song (for example because the story breaks the rules in section 6), we’ll tell you and give you a full refund. If we miss the 24-hour promise, see our Refund Policy.

5. Your right to cancel

Your song is digital content made to order from your own story. At checkout you ask us to start making it straight away and you acknowledge that, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you lose your 14-day right to cancel once we have started. We start as soon as your payment is confirmed. This doesn’t affect your free remake or your legal rights if the song is faulty (section 7).

6. Your story and content

You confirm you have the right to share the details you give us, and that they are not unlawful, hateful, defamatory, sexually explicit or infringing anyone else’s rights. Please don’t ask for copies of existing songs or lyrics: we match the general feel only and every song is original. We may decline an order that breaks these rules and refund you in full.

7. If something is wrong: your legal rights

Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose and as described. If your song isn’t, you’re entitled to a repair or replacement (we’ll remake it). If we can’t do that within a reasonable time and without significant inconvenience to you, you can ask for a price reduction, which may be a full refund. If faulty digital content we supply damages your device or other digital content, and that is because we didn’t use reasonable care and skill, we’ll repair the damage or compensate you. Nothing in these terms affects these rights. For more information, contact Citizens Advice (citizensadvice.org.uk).

8. Free remake

On top of your legal rights, each order includes one free remake: tell us what to change from your song page and we’ll make it again. Details are in our Refund Policy.

9. Using your song

Once you’ve paid, you may play, download, keep and share your song for personal, non-commercial use: for example, playing it at a party, sending it to family and friends, or posting it on your own social media. Please don’t sell it, upload it to streaming services or content-ID systems, or use it in advertising or other commercial work. As far as any rights exist in an AI-made song, we keep them, and we may use the music (never your personal details or story) to improve and promote our service only with your permission.

10. Our liability to you

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable. We supply songs for domestic and private use only, so we are not liable for business losses. We do not exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, for fraud, or for breaking your legal rights as a consumer.

11. Complaints

If you’re unhappy, email hello@soulnote.uk with your order reference. We aim to reply within 2 working days and will try to put things right.

12. Governing law

These terms are governed by the law of England and Wales. You can bring proceedings in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in the courts where you live.

13. Changes to these terms

We may update these terms from time to time. The version shown when you placed your order applies to that order.

14. Reaction videos and the reaction reward

DRAFT for legal review. The reaction reward isn’t offered yet. This section will be checked and finalised before it launches.

What you can send. After your song is delivered you can upload a video of the recipient hearing it (MP4, MOV or WebM, up to 200 MB) from your song page.

Permission to use it. By uploading, you confirm that you, and everyone shown or heard in the video, agree that SoulNote may use it free of charge, worldwide, on soulnote.uk, on SoulNote’s social media accounts and in SoulNote’s marketing (including social media adverts), and may edit it (for example trimming, cropping, captions and subtitles). You keep ownership of your video; you give us a non-exclusive licence to use it until you ask us to stop.

Age and permission. You confirm you are 18 or over and have permission from everyone shown in the video, including a parent or guardian’s permission for anyone under 18. We never name children shown in a video. Please don’t send videos showing other people’s personal details (addresses, number plates, screens).

The reward. If we choose to use your video, we’ll email you a single-use code for 50% off the song price of your next order (extras are not discounted). The code is tied to the email address of your original order, expires 12 months after it is issued, has no cash value and can’t be combined with another code. We don’t have to use every video, and a video we don’t use doesn’t earn a code. One reward per song order.

Changing your mind. You or anyone shown can ask us to remove a video at any time by emailing hello@soulnote.uk. We’ll take it down from our website and stop using it in new posts and marketing within 7 days; we can’t always recall copies already shared by others. Withdrawing doesn’t cancel a code you’ve already received.

Your data. We store the video, the name you ask us to credit, and a record of your consent (the wording you agreed to, the date and time, and your IP address). We rely on your consent to use the video. See our Privacy Notice.