Refund and Cancellation Policy

Cancelling before production

You can cancel for a full refund at any time before creative production on your song begins. Production does not start automatically when you pay — we record the moment work begins. Your private order page shows whether cancellation is still available.

To cancel, email hello@heartnotestudio.co.za with your order number. Refunds go back to your original payment method through Paystack. Because you were charged in Rand, the amount returned in your currency may differ slightly due to exchange rates.

After production begins

Each song is made to your personal specifications. Once production has started, we generally cannot offer a change-of-mind refund, and we will tell you this at the point you are able to cancel. Instead, your package includes revisions as described in our Revisions & Delivery Policy.

When things go wrong

If your song has a technical defect, contains our mistake, is not what was described, or is not delivered within a reasonable time, we will fix it free of charge. If we cannot, you are entitled to a partial or full refund.

This policy does not limit your statutory rights, including under South Africa's Consumer Protection Act and Electronic Communications and Transactions Act, or mandatory consumer laws in the UK, EU or elsewhere. Where such laws give you a right to cancel or a remedy, we will honour it.

Referral rewards and discounts

Refunded or cancelled orders do not earn referral rewards, and discounts are not exchangeable for cash.