Refund policy

MoreSong — Refund & Delivery Policy

General
At MoreSong, we are committed to delivering a high-quality, personalized experience to every customer. We understand that occasional issues may arise, and we're here to resolve them in a fair, timely, and professional manner.
MoreSong is operated by Scalers OÜ (registry code 17542308), registered at Viru väljak 2, Tallinn, 10111, Estonia. You can contact us at any time at support@moresong.com.

Product Information & Delivery
Each MoreSong order is 100% personalized based on the information provided by the customer.
Orders are delivered via email within the delivery time you selected at checkout. The song will be sent to the email address entered during checkout.
We are not responsible for errors caused by incorrect email addresses. If you realize you entered the wrong email, please contact us immediately and we will do our best to assist you.
If you experience a delay, please check your spam/junk folder and verify that your email was entered correctly.

Right of Withdrawal (EU Consumers)
Under EU consumer law, consumers normally have a 14-day right to withdraw from a purchase. However, MoreSong products are personalized and made to your specifications, and are supplied as digital content. By placing an order and requesting that production begins immediately, you expressly consent to work starting right away and acknowledge that you lose your right of withdrawal once delivery has begun, in accordance with the EU Consumer Rights Directive (2011/83/EU). This does not affect your statutory rights if a product is faulty or not as described.

Refunds
Refunds are granted only in the following case:
You did not receive your song within the delivery time you selected during checkout (1 hour for Express Delivery, 3–5 hours for Fast Delivery, 10–12 hours for Standard Delivery, or the time frame specified for any other option).
Refunds will not be issued for a change of mind, or for a mistyped email address entered by the customer. However, this does not affect your statutory rights under applicable EU consumer law. Where required by law, refunds remain available, including in cases where a confirmed technical defect in the delivered product cannot be resolved through a revision, in accordance with EU Directive 2019/770 on digital content.
If you have not received your song within your chosen delivery speed and have already checked your spam folder, please contact us at support@moresong.com within 7 days of purchase.

Revisions
We want you to love your song. Revisions are available only if the delivered product has a technical issue:
Audio errors — the file is corrupted, does not play, or has severe glitches such as silence or distortion.
Wrong lyrics — major mistakes in names or message that do not match what the customer submitted.
Wrong language — the song was delivered in a different language than ordered.
If your order meets one of these conditions, you may request one free revision to correct the technical problem.

Technical Issues
If the delivered file is corrupted, incomplete, or contains technical problems, please notify us within 48 hours and we will resend or correct the file at no extra charge.

How to Request a Refund or Revision
To submit a request, email support@moresong.com with your order number and a brief description of the issue or requested change. We will respond within 2 business days with a resolution or next steps.

Refund Processing
If your refund is approved, the amount will be returned to your original payment method within 7–10 business days, depending on your bank or card provider.

Need Help?
If you have any questions about this policy or need support, contact us at support@moresong.com.