Refund policy
TuneHugs Refund, Revision & Cancellation Policy
Each TuneHugs Memory Song is a personalized digital product created specifically for one person using the information, memories and preferences provided with the order.
Cancellations before production begins
If you wish to cancel your order, please contact us as soon as possible. If production of your personalized content has not yet begun, we will normally cancel the order and issue a full refund.
Once production has begun
Because each TuneHugs order is individually created and personalized, cancellation or change-of-mind refunds may be limited once production has begun, subject always to any mandatory consumer rights that apply to you.
Where applicable law requires your express consent before personalized digital content or services begin during a statutory withdrawal period, TuneHugs will request that consent separately during the purchase process. Any loss of a statutory right of withdrawal will apply only where the legal requirements for that loss have been satisfied.
Revisions
Where your TuneHugs package includes a revision, you may request one reasonable revision based on the information originally provided with your order.
A revision may include reasonable corrections or creative adjustments. It does not include creating an entirely new song, changing the recipient or occasion, replacing the core memories originally submitted, or requesting a substantially different creative direction, unless otherwise agreed.
Errors or technical problems
If TuneHugs makes an error in the personalization, or if a delivered file is defective, corrupted or cannot be accessed as intended, we will correct the issue or provide a replacement at no additional charge.
If we are unable to deliver the personalized product purchased, or cannot correct a material problem with it, we will provide an appropriate remedy, which may include a refund, as required by applicable law.
Customer-provided information
TuneHugs creates each personalized product using the information submitted by the customer. Customers are responsible for checking names, dates, relationships, spellings and other personal details before submitting their order.
We cannot normally provide a refund for an error that originates solely from information supplied by the customer, although we will make reasonable efforts to help where possible.
Creative preferences and change of mind
Music and creative expression are subjective. A difference in personal musical or artistic preference does not by itself mean that the product is defective or non-conforming.
For that reason, where no mandatory statutory right applies, we do not normally provide refunds solely because a customer changes their mind about a creative preference after production has begun.
Refund processing
Where a refund is due, it will normally be returned to the original payment method. Where applicable law specifies a refund deadline, TuneHugs will process the refund within that required period.
Your statutory rights
Nothing in this policy excludes, restricts or limits any mandatory consumer rights available to you under the laws applicable to your purchase.
For questions, cancellation requests or refund requests, please contact hello@tunehugs.com