Cancellation Policy

1. Overview

MomentSong is a custom-made-to-order service. Every song is written, recorded, mixed, and mastered specifically for the customer who placed the order. Because the work is personalized and starts immediately after payment is received, our cancellation and refund window is intentionally narrow.

This policy explains when an order can be cancelled, when a refund may be available, and how remake support works after delivery.

2. Remake support after delivery

If the delivered MomentSong materially misses the brief you submitted, you can request one remake review by emailing hello@moment-songs.com within 14 days of delivery. Your feedback should clearly identify the issue, such as missed story details, wrong tone, unusable pronunciation, incorrect recipient information, or a clear mismatch with the selected direction.

Remake support follows the original order brief. Requests for an unrelated new concept, a different recipient, a different occasion, or a substantially new story may require a new order.

3. When you can cancel for a refund

You may cancel your order and request a full refund only if all of the following are true:

• You contact us at hello@moment-songs.com within 30 minutes of completing checkout, and
• Production has not yet begun (no song writing, recording, or generation has been started on our side).

If you contact us within this window and production has not started, we will refund the full amount paid to your original payment method. Refunds typically arrive within 5-10 business days, depending on your bank.

4. Once production has started

Once any production work has started, including lyric writing, AI-assisted blueprint generation, instrumental tracking, vocal recording, mixing, or mastering, we cannot cancel or refund the order. The work has already been performed for you, and the materials cannot be resold.

If the delivered song misses the submitted brief, please use the remake-support process in Section 2 instead of requesting a refund.

5. Late or non-delivery

We aim to deliver every MomentSong within 24 hours of payment. If your delivery has not arrived within 72 hours of payment and we have not communicated a delay to you in writing, you may request:

• completion of your order on a priority basis, or
• a full refund of the production fee.

To make this request, email hello@moment-songs.com with your order number.

6. Orders we may decline or cancel

We may refuse or cancel an order at any time before delivery if it violates our Terms of Service (for example, content that is unlawful, infringing, hateful, or sexual content involving minors). When we cancel an order for a content reason and production has not progressed, we will refund the full amount paid. If material work has already been completed when the issue is discovered, we may issue a partial refund at our discretion.

7. Chargebacks

Please contact us first if anything goes wrong with your order. We are committed to making it right through remake support or, where applicable, a refund. Initiating a chargeback before contacting us slows the resolution down significantly and may result in your account being unable to place future orders.

8. How to request a cancellation, remake review, or refund

9. Changes to this policy

We may update this Cancellation Policy from time to time. The version that applies to a given order is the version in effect at the time the order was placed.