Refund Policy

Effective: 7 July 2026

This Refund Policy explains when and how you can request a refund, cancellation, return, or revision from VANTOR GROUP LTD, trading as Snoutsong. This Policy forms part of our Terms of Service. Your statutory consumer rights are not affected.

Snoutsong is based in the United Kingdom and sells internationally, including to customers in the United States. Where mandatory consumer law in your country, state, or province gives you stronger rights than this Policy, those rights still apply.

1. Custom-made digital products

Each paid song is custom-made and personalised to the brief you submit. Production may begin immediately or shortly after order confirmation.

Short previews generated before checkout are rough demos only. They are not the final paid song and do not create a separate refund entitlement.

2. Cancelling before production starts

If you want to cancel, email hello@snoutsong.com as soon as possible with your order number. If production has not started, we will cancel the order and issue a full refund.

If production has already started, the order is normally non-refundable except as stated in this Policy or required by applicable law.

3. UK and EU cancellation rights

For UK and EU consumers, the standard 14-day cancellation right may not apply to personalised goods made to your specifications.

For digital content or services supplied during the cancellation period, we may ask you at checkout to expressly request immediate production or supply and acknowledge that you lose the right to cancel once production or digital supply begins. If that express consent and acknowledgement is required by law and has not been obtained, your legal cancellation rights may still apply.

4. US and international customers

For customers in the United States and other countries, custom and personalised digital products are non-refundable once production has started, except where the delivered product is faulty, undeliverable, materially not as described, cancelled by us, or refundable under applicable local law.

US state consumer protection laws may give you additional rights. Nothing in this Policy limits those mandatory rights.

5. When we will refund you

You are entitled to a refund, repair, replacement, or revision in the following situations:

• Production has not started: full refund if you cancel before production begins.
• Faulty digital content: if your delivered file is corrupt, inaccessible, or cannot be played because of a fault on our side, we will fix it or replace it. If we cannot fix or replace it within a reasonable time, we will refund the affected item.
• Materially not as described: if the delivered product materially fails to match the package description or your accepted brief, we will fix it, revise it, replace it, or refund the affected item.
• We cancel before production starts: full refund.
• We cannot fulfil the order: refund of the affected item.
• Mandatory law: refund or other remedy where required by applicable consumer law.

6. When we will not refund you

We do not refund based on personal taste, preference, or subjective dissatisfaction where the product matches the order brief and package description. For example, we will not normally refund where:

• you change your mind after production has started;
• 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 reflect the memories or details you submitted but you later decide you would have written them differently;
• you submitted incomplete, inaccurate, or ambiguous information;
• you missed a gift date but the order was delivered within the delivery estimate shown at checkout; or
• you request changes outside the original brief.

7. Revisions instead of refunds

Where your package includes revisions, a revision is a reasonable lyrical, tonal, or detail adjustment to the existing song based on the original brief.

Revision requests must be made within 7 days of delivery by emailing hello@snoutsong.com with your order number and clear requested changes.

Revisions are not a full re-generation, a change of genre, voice, recipient, occasion, or a rewrite of the brief. Significant changes outside the original brief may be treated as a new order with a separate charge.

8. Physical products

If your order includes a physical keepsake, such as a QR plaque, framed keepsake, or similar item, the digital song and the physical item are treated separately for refunds.

Personalised physical items are non-returnable for change of mind once production has started, except where faulty, damaged, materially not as described, or required by applicable law.

If we offer a non-personalised physical item, you may return it within 14 days of delivery if it is unused, unopened, and in resaleable condition. You are responsible for return shipping unless the item is faulty, damaged, or incorrect.

If a physical item arrives damaged or incorrect, email us within 7 days of delivery with your order number and photos of the issue. We will repair, replace, or refund the affected physical item as appropriate.

9. How to request a refund, return, cancellation, or revision

Email hello@snoutsong.com with:

• your order number;
• the email address used at checkout;
• the reason for the request;
• for revisions, a clear description of the requested change within the original brief;
• for digital faults, a description of the issue and screenshots or files where helpful; and
• for physical faults, photos of the item, packaging, and shipping label.

We aim to respond within 3 working days.

10. Refund method and timing

Approved refunds are issued to the original payment method. We do not provide cash refunds for card or digital wallet payments unless required by law.

Once we issue a refund, it typically appears within 5 to 10 working days, depending on your bank, card issuer, payment provider, and country.

11. Chargebacks

If you have a concern about your order, contact us first so we can try to resolve it. If a chargeback is raised, we may provide your payment provider with evidence of the order, payment, brief submitted, production work completed, delivery, support messages, and this Policy.

12. Contact us

Email: hello@snoutsong.com

Postal address: VANTOR GROUP LTD, 61 Bridge Street, Kington, United Kingdom, HR5 3DJ