Overview
Refund Policy for Luraz Custom Songs
At Luraz, we are committed to providing exceptional, personalized music experiences tailored specifically to your needs. Please carefully review our refund and return policy to ensure a smooth and enjoyable experience.
1. Full Refund for Unprocessed Orders
If your order has not yet entered production (i.e., song composition has not begun), you are eligible for a full refund. Note: Orders are typically processed within 12 hours after confirmation. Once your order is in production, it is no longer eligible for a full refund.
To request a refund before production begins, please contact us immediately at support@luraz.com.
2. Revisions for Completed Orders
For orders that have been completed and delivered, we offer up to two revisions, including complete rewrites to ensure your song perfectly captures your vision. Here’s how it works:
- Revision Criteria: Revisions, including complete rewrites, are available to modify any aspect of the song.
- Timing: Each revision may take up to 7 days, depending on the complexity of the changes requested.
- Conditions: Revision requests must be submitted within 48 hours of delivery. Any requests made after this period may not be eligible for revision.
3. Limited Circumstances for Refunds After Fulfillment
Due to the highly personalized nature of our work, refunds for completed and delivered songs are only offered in exceptional cases. This includes:
- Technical Issues: If there is a clear technical defect in the audio file (e.g., corrupted or unplayable files), we will promptly correct it.
- Incorrect Deliverables: If we deliver a song that is materially different from the original order specifications, we will revise the song at no additional charge.
Any claims for technical defects or incorrect items must be made within 48 hours of delivery. Please contact us at support@luraz.com with detailed information.
4. Non-Refundable Items
Once a custom song has been delivered and accepted (beyond the revision period), no refunds are available. This includes:
- Change of mind
- Personal preference
- Subjective dissatisfaction (e.g., personal taste unrelated to technical or order-specific issues)
All custom songs are final sale once delivered and accepted.
5. Satisfaction Commitment (Non-Monetary Remedies)
At Luraz, we are dedicated to ensuring your satisfaction. In cases where a refund is not applicable, we reserve the right to offer additional modifications or future service credits as non-monetary remedies. Our goal is to find a solution that aligns with your expectations without compromising our business.
6. Refund Process
If a refund is granted under the limited eligible circumstances outlined above, the refund will be processed to the original payment method within 10 business days. Please be aware that your bank or credit card provider may take additional time to post the refund to your account.
7. Contact Us
For any questions regarding revisions, refunds, or to report an issue, please contact us at support@luraz.com. We’re committed to ensuring you have a great experience and will work with you to resolve any issues.