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Refund policy

Refund Policy

Effective: 23 MAY 2026

This Refund Policy explains when and how you can request a refund or revision from Staticholding Ltd, trading as Snoutsong.

This Policy forms part of our Terms of Service. Your statutory rights are not affected by anything in this Policy.

1. Custom-made products

Each song we produce is custom-made to your specifications based on the brief you submit through our order quiz. Production begins immediately or shortly after your order is placed and payment is taken.

2. No standard right to cancel once production starts

For UK and EU consumers: under regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day right to cancel a distance contract does not apply to goods or services that are made to your specifications or clearly personalised.

By completing your order, you expressly:

  • Acknowledge that the product is custom-made and personalised to your brief
  • Request that we begin production immediately
  • Agree to waive your right to cancel under regulation 28 once production has started

For US consumers and other jurisdictions: custom and personalised digital products are non-refundable once production has started, except as required by applicable local law.

3. When we will give you a refund

You are entitled to a refund (or, where appropriate, a fix or replacement) in the following situations:

  • Faulty or undeliverable digital content — under the Consumer Rights Act 2015 (UK), if your delivered song or video is corrupt, undeliverable, or substantially fails to match the description on our Site, we will fix it or, if a fix is not possible within a reasonable time, refund the amount paid for the affected item.
  • We cancel your order before production starts — full refund.
  • We cancel your order for a reason that is not your breach of our Terms of Service — refund of the amount paid less any production work already completed in good faith.
  • You are entitled to a refund under any other mandatory law in your country.

4. When we will not give you a refund

We will not refund based on personal taste, preference, or subjective dissatisfaction once the song matches the brief you submitted. In particular, we will not refund where:

  • You change your mind after placing the order
  • The recipient does not react in the way you expected
  • You wanted a different genre, voice, mood, or interpretation than what you submitted in the brief
  • The lyrics correctly reflect the memories or details you submitted but you decide afterwards that you would have written them differently
  • You submitted incomplete, inaccurate, or ambiguous information

5. Revisions instead of refunds

Where your package includes revisions (see the package description at checkout):

  • A revision is a tonal or lyrical adjustment to the existing song based on the original brief
  • A revision request must be made within 7 days of delivery by emailing hello@snoutsong.com
  • Revisions are not a full re-generation, a change of genre, voice, or recipient, or a rewrite of the brief
  • Significant changes outside the original brief may be treated as a new order with a separate charge

6. Physical products (The Keepsake)

For physical Keepsake items (such as QR plaques or framed keepsakes), you may return an unopened, unused Keepsake within 14 days of delivery for a refund of the physical product portion only. The custom song and digital deliverables remain non-refundable as explained above.

Return shipping is at your own cost unless the item is faulty.

7. How to request a refund or revision

Email hello@snoutsong.com within 7 days of delivery with:

  • Your order number
  • The reason for the request
  • For revisions: a clear description of the change you would like (within the scope of the original brief)
  • For faults: a description of the problem and any supporting screenshots or files

We aim to respond within 3 working days.

8. Refund method and timing

Approved refunds are issued to the original payment method. They typically appear within 5 to 10 working days, depending on your payment provider.

9. Chargebacks

Initiating a chargeback through your bank or card issuer for a reason that is not a genuine dispute (for example, where the song matches the brief but you have changed your mind) is a breach of these Terms. We will provide your payment provider with evidence of the order, the brief you submitted, and the delivered product. We may also recover from you any chargeback fees and costs we incur.

10. Your statutory rights

Nothing in this Policy limits your statutory consumer rights. For UK consumers, see the Citizens Advice consumer page or contact your local Trading Standards office.

11. Contact us

Email: hello@snoutsong.com
Postal address: Staticholding Ltd, Ashfield Hub Business Centre, Outram Street, Sutton-In-Ashfield, England, NG17 4FU