Refunds

Last updated: 27 October 2026

We want you to feel safe ordering a song. If you are not happy, we will make it right.

Money-back guarantee

If your finished song is not what you hoped for, email hello@songbyheart.com within 14 days of receiving it. Tell us what was wrong. We will either revise the song or refund what you paid for that order, including optional extras on the same order.

We aim to reply within two business days. Approved refunds go back to the original payment method.

If we cannot deliver

If we cannot create or send your song, we will refund you in full. You do not need to ask twice.

Change of mind before we start

If you pay and then change your mind before we have started work, email us as soon as you can. We will refund that order.

What we may not refund

We may decline a refund if:

• More than 14 days have passed since we sent the song, and there is no fault with it
• The request breaks our terms
• The same order has already been refunded

If a law where you live gives you a stronger right to a refund or repair, that right still applies.

How to ask

Email hello@songbyheart.com with your name, the email or phone number used on the order, and a short note about what you would like us to do.