REFUND POLICY

1. Introduction

Welcome to the SingWithMe Records Refund Policy.

This Refund Policy explains how refund requests are managed for purchases made through the SingWithMe Records platform.

The objective of this Policy is to provide a fair, transparent and consistent approach to refund requests while protecting the interests of customers, artists, producers, songwriters, service providers and the Platform.

This Policy forms part of the contractual agreement between users and SingWithMe Records Ltd and should be read together with:

• Terms & Conditions
• User Agreement
• Privacy Policy
• Legal & Compliance Framework
• Platform Usage Policy
• Payments & Escrow Policy
• Income Release Policy

2. Purpose

The objectives of this Policy are to:

• provide clear refund procedures;
• protect customers from genuine transaction issues;
• protect creators from fraudulent refund abuse;
• reduce payment disputes;
• maintain marketplace integrity;
• comply with applicable consumer protection legislation.

3. Who This Policy Applies To

This Policy applies to all transactions conducted through the SingWithMe Records platform, including:

• Customers
• Artists
• Producers
• Songwriters
• Service Providers
• Marketplace Sellers
• Future Digital Product Sellers

4. Definitions

Customer means any person purchasing products or services through the Platform.

Creator means any Artist, Producer, Songwriter or other eligible seller.

Digital Product includes music, downloads, digital artwork, licences and other downloadable content.

Refund means the return of money to a customer following approval of a refund request.

Chargeback means a payment dispute initiated through a financial institution or payment provider.

5. General Refund Principles

SingWithMe Records aims to balance the interests of buyers and sellers.

Refund requests are assessed fairly, consistently and in accordance with:

• applicable law;
• Platform policies;
• transaction records;
• supporting evidence;
• consumer protection requirements.

Submission of a refund request does not automatically guarantee approval.

6. Types of Purchases

Refund requests may relate to:

• music purchases;
• digital downloads;
• creative services;
• subscriptions (where applicable);
• marketplace transactions;
• promotional services;
• future digital offerings.

Different purchase categories may be subject to different refund requirements.

7. Digital Products

Because digital products are often delivered immediately after purchase, refunds may be limited once:

• downloads have commenced;
• streaming access has been granted;
• digital licences have been activated;
• content has been accessed.

Nothing in this Policy limits any mandatory rights provided by applicable consumer protection legislation.

8. Services

Refund eligibility for services may depend upon factors including:

• whether work has commenced;
• whether work has been completed;
• whether agreed deliverables have been provided;
• evidence supplied by both parties;
• contractual obligations.

Partial refunds may be considered where appropriate.

9. Eligible Refund Circumstances

Refund requests may be considered where:

• duplicate payments were made;
• technical failures prevented delivery;
• the wrong product was supplied;
• payment errors occurred;
• services were not delivered as agreed;
• unauthorised transactions are verified;
• applicable law requires a refund.

Each request is assessed individually.

10. Circumstances Where Refunds May Be Declined

Refund requests may be declined where:

• content has already been downloaded or fully accessed, unless required by law;
• services have been completed in accordance with the agreed scope;
• the request is fraudulent;
• false information has been provided;
• the customer has breached Platform policies;
• the request falls outside applicable legal or contractual requirements.

The Company will provide reasons where appropriate.

11. Refund Request Process

Customers requesting a refund should submit:

• their name;
• order reference;
• purchase date;
• description of the issue;
• supporting evidence where available.

Additional information may be requested during review.

12. Review of Refund Requests

Refund requests may be reviewed by considering:

• transaction history;
• communications between the parties;
• delivery records;
• payment information;
• technical logs;
• evidence supplied by the customer;
• evidence supplied by the creator.

The Company may request additional documentation before making a decision.

13. Investigation Period

Where further review is required, SingWithMe Records may conduct an investigation before determining the outcome of the refund request.

Investigations may include:

• verifying transaction records;
• reviewing platform activity;
• contacting the seller;
• reviewing technical evidence;
• consulting payment providers where appropriate.

14. Effect of Refund Requests on Earnings

Where a refund request relates to creator earnings, the associated funds may remain in a pending or escrow status until the request has been resolved.

This protects both customers and creators during the review process.

Details of payment holding procedures are explained in the Income Release Policy and Payments & Escrow Policy.

15. Customer Responsibilities

Customers requesting refunds agree to:

• provide truthful information;
• cooperate during investigations;
• submit supporting evidence where available;
• avoid abusive or fraudulent refund requests;
• comply with Platform policies.

Knowingly submitting false refund requests may result in enforcement action.

16. Fraudulent Refund Requests

SingWithMe Records is committed to protecting both customers and creators from fraudulent activity.

Refund requests may be refused where there is evidence of:

• intentional misuse of the refund process;
• false claims;
• fabricated evidence;
• repeated refund abuse;
• unauthorised account usage by the requester;
• attempts to obtain products or services without payment.

The Company reserves the right to investigate suspected fraudulent refund requests and take appropriate enforcement action.

17. Chargebacks

A chargeback occurs when a customer disputes a payment directly with their bank or payment provider instead of submitting a refund request through the Platform.

Where a chargeback occurs, SingWithMe Records may:

• suspend the associated transaction;
• temporarily withhold related creator earnings;
• investigate the transaction;
• request evidence from both parties;
• cooperate with the payment processor.

Users are encouraged to contact the Platform before initiating a chargeback whenever reasonably possible.

18. Marketplace Transactions

Where purchases involve third-party creators or service providers, SingWithMe Records may assist in resolving disputes.

The Platform may:

• review communications;
• review delivery evidence;
• review payment history;
• request supporting documentation;
• facilitate communication between buyer and seller.

Final decisions may consider all available evidence together with applicable law and Platform policies.

19. Creator Responsibilities

Artists, producers, songwriters, and marketplace sellers agree to:

• accurately describe products and services;
• deliver purchased content as advertised;
• cooperate with refund investigations;
• maintain accurate transaction records where applicable;
• respond to reasonable enquiries relating to refund requests.

Failure to cooperate may affect the outcome of an investigation.

20. Service Provider Disputes

Where refunds relate to professional services, the Company may consider:

• agreed deliverables;
• work completed;
• communications between the parties;
• evidence of revisions;
• project milestones;
• cancellation terms;
• applicable contractual obligations.

Where appropriate, partial refunds may be approved where only part of the agreed service has been delivered.

21. Refund Decisions

Each refund request is assessed individually.

Possible outcomes include:

• full refund;
• partial refund;
• replacement service or product (where appropriate);
• rejection of the refund request.

Refund decisions will be based upon:

• available evidence;
• applicable legislation;
• Platform policies;
• transaction records;
• fairness to all parties.

22. Payment Reversals

Where a refund is approved:

• payment may be reversed through the original payment method where possible;
• related creator earnings may be adjusted;
• pending withdrawals relating to the transaction may be delayed or cancelled where legally permitted.

Processing times depend on the payment provider and financial institution.

23. Effect on Creator Earnings

Where a refund affects a creator's earnings:

• pending funds may remain unavailable;
• released earnings may be adjusted where permitted by law and the applicable agreements;
• future payments may reflect approved refund deductions.

The Platform will make reasonable efforts to maintain accurate financial records relating to such adjustments.

24. Refund Processing Times

Once a refund has been approved, SingWithMe Records will initiate processing within a reasonable period.

Actual receipt of refunded funds depends upon:

• the payment provider;
• banking systems;
• card issuer processing times;
• weekends and public holidays;
• international payment networks.

Estimated processing times displayed on the Platform are indicative only.

25. Refund Appeals

If a customer or creator disagrees with a refund decision, they may submit an appeal.

Appeals should include:

• the relevant order reference;
• reasons for the appeal;
• any additional supporting evidence.

Submission of an appeal does not guarantee that the original decision will be changed.

26. Policy Abuse

Misuse of the refund process may include:

• repeated unjustified refund requests;
• false claims;
• fabricated evidence;
• coordinated refund fraud;
• abuse of payment systems;
• attempts to avoid legitimate payment obligations.

Policy abuse may result in:

• account restrictions;
• suspension;
• permanent account termination;
• legal action where appropriate.

27. Compliance Reviews

Certain refund requests may require additional compliance reviews to satisfy:

• legal obligations;
• fraud prevention procedures;
• financial regulations;
• payment processor requirements;
• internal risk management procedures.

During such reviews, associated payments may remain temporarily unavailable.

28. Record Keeping

The Company may retain records relating to:

• refund requests;
• supporting evidence;
• investigation notes;
• communications;
• payment adjustments;
• chargebacks;
• appeal decisions.

Records are maintained in accordance with applicable legal, regulatory, accounting, and data protection requirements.

29. Account Restrictions

Where refund-related investigations identify serious concerns, the Company may temporarily restrict:

• withdrawals;
• marketplace participation;
• purchases;
• messaging;
• account functionality.

Restrictions may remain in place until investigations have concluded.

30. Cooperation with Authorities

Where required by law, SingWithMe Records may cooperate with:

• law enforcement agencies;
• regulatory authorities;
• financial institutions;
• payment processors;
• courts.

Such cooperation will only occur where authorised or required by applicable law.

31. User Responsibilities

All users participating in transactions through the Platform agree to:

• provide accurate purchase information;
• maintain current contact details;
• cooperate with refund investigations;
• provide truthful supporting documentation;
• avoid fraudulent refund claims;
• comply with all Platform policies;
• respect applicable laws.

Users remain responsible for ensuring that the information submitted during a refund request is complete and accurate.

32. Creator Responsibilities

Artists, Producers, Songwriters, Service Providers and Marketplace Sellers agree to:

• accurately describe products and services;
• fulfil contractual obligations;
• cooperate with refund investigations;
• respond promptly to reasonable enquiries;
• maintain professional communication with customers.

Creators must not intentionally delay or obstruct legitimate refund investigations.

33. Payment Security

Refund transactions are processed using secure payment procedures designed to protect both customers and creators.

Security measures may include:

• payment verification;
• transaction monitoring;
• fraud detection;
• identity verification;
• secure payment gateways;
• encrypted communications.

Refunds will generally be returned through the original payment method wherever reasonably possible.

34. Regulatory Compliance

SingWithMe Records may process, delay, suspend or refuse refunds where necessary to comply with:

• applicable consumer protection legislation;
• court orders;
• financial regulations;
• anti-fraud requirements;
• anti-money laundering legislation (where applicable);
• sanctions regulations;
• payment processor requirements.

The Company may request additional documentation where required by law.

35. Limitation of Liability

To the fullest extent permitted by applicable law, SingWithMe Records Ltd shall not be liable for:

• delays caused by financial institutions;
• payment processor interruptions;
• banking delays;
• exchange rate fluctuations;
• technical failures beyond the Company's reasonable control;
• indirect or consequential losses arising from refund processing.

Nothing in this Policy excludes liability where such exclusion is prohibited by law.

36. Suspension of Refund Services

The Company may temporarily suspend refund processing where necessary to:

• investigate fraud;
• respond to security incidents;
• comply with legal obligations;
• conduct system maintenance;
• protect Platform integrity.

Where reasonably practicable, affected users will be informed of significant service interruptions.

37. Governing Law

This Refund Policy shall be governed by and interpreted in accordance with the laws of the jurisdiction in which SingWithMe Records Ltd is incorporated, unless mandatory consumer protection legislation provides otherwise.

Any disputes relating to this Policy shall be subject to the exclusive jurisdiction of the competent courts of that jurisdiction.

38. Policy Amendments

SingWithMe Records reserves the right to amend this Refund Policy from time to time to reflect:

• legislative changes;
• regulatory developments;
• operational improvements;
• payment provider requirements;
• fraud prevention enhancements;
• marketplace developments.

Updated versions will be published on the Platform together with the revised effective date.

Continued use of the Platform following publication constitutes acceptance of the revised Policy.

39. Contact Information

For enquiries relating to refunds or this Policy, please contact:

SingWithMe Records Ltd

Registered Address:

5th Floor, 27 Allied Place, 44 Abbey Street, Leicester, LE1 3TD, United Kingdom

Office visits are available by appointment only. Please contact us before visiting.

Legal Department:

support@singwithmerecords.co.uk

Refunds Team:

support@singwithmerecords.co.uk

Customer Support:

support@singwithmerecords.co.uk

Telephone:

+447376577937

40. Definitions

Chargeback means a payment dispute initiated through a financial institution or payment provider.

Creator means any Artist, Producer, Songwriter, Service Provider, or Marketplace Seller receiving payment through the Platform.

Customer means any individual or organisation purchasing products or services through the Platform.

Digital Product includes downloadable music, audio, artwork, digital licences, videos, and other electronic content.

Platform means the SingWithMe Records website, mobile applications, marketplace, and associated services.

Refund means the return of money to a customer following approval of a refund request.

Service means any professional or creative service offered through the Platform.

Appendix A – Refund Process Overview

The general refund process is as follows:

1. Customer submits a refund request.
2. The request is acknowledged by the Platform.
3. Relevant transaction records are reviewed.
4. Supporting evidence may be requested.
5. The creator or service provider may be invited to respond.
6. A decision is made based on the available information and applicable policies.
7. If approved, the refund is processed through the original payment method where possible.
8. Associated creator earnings are adjusted where applicable.

The duration of this process may vary depending on the complexity of the request.

Appendix B – Examples of Refund Eligibility

Examples of situations where a refund may be considered include:

• duplicate payment;
• verified unauthorised transaction;
• technical failure preventing delivery;
• incorrect product supplied;
• service not delivered as agreed;
• legal entitlement under applicable consumer protection legislation.

Examples where a refund may not be available include:

• completed digital downloads (except where required by law);
• services fully delivered in accordance with the agreed scope;
• fraudulent or abusive refund requests;
• requests unsupported by available evidence.

Each case is assessed individually.

Appendix C – Events That May Delay a Refund

Refund processing may be delayed where:

• additional verification is required;
• a chargeback has been initiated;
• payment provider investigations are ongoing;
• fraud prevention reviews are in progress;
• legal or regulatory requests have been received;
• technical issues affect payment processing;
• supporting information is incomplete.

The Company will make reasonable efforts to minimise unnecessary delays.

Appendix D – Related Policies

This Refund Policy should be read together with:

• Terms & Conditions
• User Agreement
• Platform Usage Policy
• Income Release Policy
• Payments & Escrow Policy
• Privacy Policy
• Legal & Compliance Framework

Each document governs a different aspect of the legal and operational relationship between users and SingWithMe Records Ltd.

Final Acknowledgement

By purchasing products or services through the SingWithMe Records Platform, or by submitting a refund request, you acknowledge that you have read, understood, and agree to comply with this Refund Policy.

You understand that refund decisions are made in accordance with applicable laws, Platform policies, transaction records, and supporting evidence. Approval of a refund is not automatic and may be subject to verification, investigation, and compliance reviews where appropriate.

SingWithMe Records Ltd is committed to administering refunds fairly, transparently, and consistently while protecting the legitimate interests of customers, artists, producers, songwriters, service providers, and the wider creative community.

End of Refund Policy