Refund Policy

How this policy works

This page covers, product by product, when you can get a refund and how to ask for one. It's part of our Terms of Service. Where your own country's consumer law gives you a stronger right than what's here, that right wins, see "Your right of withdrawal" below.

Store purchases (sample packs)

These are digital files delivered by immediate download, so a sale is final once the link is issued, unless the file is faulty, corrupted, incomplete, or materially different from its listing. Tell us and we'll fix it or refund it. Buying one is a request for immediate delivery, which waives the standard 14-day withdrawal right for that item, see "Your right of withdrawal" below for why.

Plugin licences

A plugin licence follows the same rule: once your key is issued, activated on a device, or a free trial started, we treat it as delivered, and a change of mind isn't grounds for a refund. Our fault warranty above still applies if the software doesn't work as advertised, and so do any manufacturer defect protections the law requires. Preset packs that come with a licence are part of it: downloading one doesn't change these rules, and a refunded licence can no longer download them.

Bundles

A bundle refunds as a whole, under its most restrictive item's rule. If anything inside has already been downloaded or activated, the whole bundle counts as delivered and follows the Store rule above, even if you haven't opened the rest.

Services (Mix & Master, Ghost Production, Music Production)

Services are paid in two parts: 50% to start, 50% when the final files are ready. A fixed-price Mix & Master charges the deposit when you place the request.

• Cancel before paying the deposit and it costs nothing.
• Cancel after the deposit but before your Provider has started, or before any demo, and we refund it in full automatically.
• Once work has started or a demo's been delivered, a cancellation isn't refunded automatically. We pause the request and email you to see what we can do, a fix, a discount. No reply within 7 days closes it with no refund, and the Provider gets paid for the work done. We can also agree a partial refund with you directly.
• Revisions in the quote are free. An extra one is priced separately and isn't refundable once paid.
• The final payment unlocks the final files. You can see them listed before paying, but only download after. Once paid, that payment stands, so listen to the demo and ask for changes first.
• Can't deliver a service you've already paid for? We refund it.
• We delete a project's files 30 days after it's completed or cancelled, permanently. We remind you first.
• We ask you to confirm these conditions before each service payment, and we keep a record.

If you open a card dispute on a service, we give your bank the project record: what you agreed before paying, each delivery date, the chat, and the downloads.

Academy subscriptions

Cancel your Basic or Premium subscription any time from your dashboard and keep access until the paid period ends. If you delete your account, the subscription is cancelled when the deletion is completed: you aren't charged again, and the rest of the period you've already paid for isn't refunded. Separately, you can ask for a full refund of a subscription payment within 15 days of it. No partial or pro-rata refunds. If we suspend or end your access under our Terms (Section 21), your subscription isn't cancelled or refunded automatically, except that ending access for good cancels it at the end of the paid period; email us and we'll cancel it for you.

• A subscription refund is always the full payment, never partial.
• No pro-rating for unused days, and switching to a cheaper plan doesn't refund the difference for the period already paid.
• The request needs to reach us within 15 days of the payment.
• After that window, no refund under this policy, though we may still act where the law requires it.

Private sessions with a mentor

A session uses a credit or your monthly session, not a separate payment, so "refunding" one means giving the credit or session back, not paying money back.

• Withdraw a request, or cancel with at least 12 hours' notice, and it comes back. Three of these in 7 days pause new requests for 24 hours.
• Cancel later, or don't join within 15 minutes, and it's used up. Once in any 90-day period, the first time is given back as a courtesy.
• The mentor declines, doesn't answer in time, doesn't show up, cancels, or leaves and doesn't return within 15 minutes: it's safe, and we'll help you rebook. If neither of you joins, it comes back too.

Mentorship credits

Credits bought individually or as a pack, separate from a plan's monthly allowance, refund in full within 15 days of purchase, as long as none of them have been used yet.

• A refund is always the full price of the pack, never partial.
• Only while every credit from that purchase is still unused.
• A credit already used for a session or a waiting request isn't refundable as money, even if the session hasn't happened yet. If it doesn't go ahead under the rules above, the credit comes back to your balance.
• Free or promotional credits have no cash value and aren't refundable.

Gift purchases and store credit

An unredeemed gift code, a subscription, session credits, store credit, or a plugin licence bought for someone else, can be refunded to the buyer under the rules above, as long as the recipient hasn't redeemed it. Once redeemed, only the recipient's account can ask for a refund, under those same rules. Store credit itself never pays out as cash. A full refund of an order paid with store credit, in whole or in part, returns the money you paid to your original payment method and the credit to your balance, with the credit's original expiry date: credit whose date has passed in the meantime doesn't come back. A partial refund only returns money; the credit the order used stays spent.

Paid twice for the same items

If the same items end up paid for twice, for example in two browser tabs, or by a bank payment that arrives after you'd already paid another way, you keep one purchase and we refund the other payment in full to the payment method it came from. If only some of the items were paid twice, we refund those items. If you notice it before we do, tell us through our Contact page.

Card disputes and chargebacks

A chargeback, opening a dispute with your card issuer, isn't the same as asking us for a refund, and runs as a separate process. You might not qualify for a refund under this policy and still be able to dispute with your bank, and opening a dispute doesn't change what this policy allows. We handle disputes separately from voluntary refunds, and a confirmed one can get your account restricted while it's sorted. If your bank decides a dispute in your favour, we treat that payment as fully refunded: the downloads and any plugin licence bought with it stop working, unused mentorship credits from that pack are cancelled (credits already used stay used), and an unredeemed gift code stops working. Store credit used on that order isn't given back. We don't send a separate refund email, because the money has already reached you through your bank.

Your right of withdrawal (EU/EEA consumers)

Buying from the EU/EEA as a consumer usually gives you 14 days to withdraw without a reason and get a full refund. That right doesn't apply to digital content delivered right away with your express consent, Store purchases and plugin licences fall here, or to a service you asked us to fully carry out within those 14 days. Where the right does apply and you haven't asked for immediate delivery, tell us clearly through our Contact page within the 14 days.

How to request a refund

Reach out through our Contact page with your order details and what happened. We review every request, usually within a few business days.