Refund Policy

If you do not love your song, tell us within 30 days of delivery and we refund everything you paid for that order. We do not ask why. There is no form, no questionnaire, and no requirement to accept a revision first.

An email saying you would like a refund is enough. That is the whole procedure.

Most disappointing songs are not disasters - they are one detail away from right. A name said oddly, a tempo that does not fit the mood, a voice that is not what you imagined, a memory we placed in the wrong year.

So we would rather fix it than refund it, and we make fixing free: revisions are unlimited for 30 days after delivery. But that is our preference, not your obligation. If you would simply prefer the money, say so and it is done.

Email [email protected] from the address you used at checkout and say you want a refund. Including your order number helps us move faster, but if you cannot find it we will.

If you write from a different address we may ask a question or two to confirm the order is yours. That is protection for you, not an obstacle for us.

We confirm every refund request within two business days. If two business days pass with no reply from us, write again - something has gone wrong with the email rather than with your request.

We instruct the refund to your original payment method as soon as we confirm it. From there it is in your bank’s hands: card refunds typically appear within 5 to 10 business days, though some banks are slower.

The refund goes back the way it came. We cannot send it to a different card or to a bank account, because our payment provider will not permit it and that restriction genuinely does protect you against fraud.

You will not be charged any fee for a refund, and you keep nothing back - no partial deductions for work done.

Everything you paid on the order: the song itself and every paid extra, including express delivery, the printable lyric sheet and the karaoke video.

Express delivery carries an additional protection in your favour. If we miss the express window, we refund the express fee separately, whether or not you are otherwise happy with the song. Just write to [email protected].

Where a promotion gave you something at no charge, there is nothing to refund on that item, and its inclusion does not reduce the refund on what you did pay for.

When we refund an order in full, the licence described in our Terms of Service ends with it, and we ask that you stop using the song and delete your copies.

We say this for completeness rather than because we intend to police it. We do not chase people, and we are not going to threaten a customer over a song they were not happy with in the first place. But it should be clear that the arrangement is a refund instead of the song, not a refund as well as it.

The reaction-video offer in section 8 is the deliberate exception: there you keep both.

Short version: it nearly always applies, and these limits exist to stop the obvious abuse rather than to catch you out.

After 30 days from delivery, the voluntary guarantee has expired - though your statutory rights in section 9 continue, and if something is genuinely wrong with the song we will still want to hear about it.

We may decline where someone has ordered repeatedly and refunded every time, which is not a dissatisfied customer but a way of taking songs for free.

We may decline where an order was refused under the acceptable-use rules in our Terms of Service - but in that case we refund it anyway, because we would rather return the money than produce that song. You are not left out of pocket either way.

There is a second route to your money back. Film the moment the person hears their song, upload it from your listening page, and if we accept the video we refund the order in full and you keep the song and its licence.

In exchange you give us permission to use the video in our advertising, and the full refund of your order is the payment for that permission. Upload only footage you filmed yourself, in which every recognisable person is an adult and has agreed both to appear and to be used in advertising. We do not accept footage showing children.

We review submissions by hand and may decline without giving a reason - usually it simply does not suit the campaign we are running. Being declined takes nothing away from you: the ordinary guarantee in section 1 remains available on its normal terms. Accepted refunds are paid promptly after we accept the video, and the full terms are in section 13 of our Terms of Service.

A personalised song is custom-made digital content. In that case the law allows the usual 14-day right of withdrawal to be excluded if the buyer agrees to production starting immediately. We do not use that option and we do not ask you for that consent.

Our voluntary guarantee is deliberately wider than that statutory right: it runs for 30 days, it starts at delivery rather than at purchase, and it does not require a reason. It is the remedy we apply in practice.

Separately, and regardless of any time limit above, you keep the legal rights that apply when goods or digital content are faulty or not as described. If we deliver the wrong song, a corrupted file, or something materially unlike what you ordered, that is our failure to fix at our cost. Nothing in this policy limits any consumer right that cannot lawfully be limited.

If we cannot resolve a complaint between us, you may use the European Commission’s online dispute resolution platform or an alternative dispute resolution body in Poland, and you may go to court in your own country of residence.

Songoria is operated by Katarzyna Górecka, Nowogrodzka 31, 00-511 Warszawa, Poland, tax identification number (NIP): 7412060624.

Refunds, complaints and questions all go to the same place: [email protected], answered by a person within two business days.