Refund Policy

Your content and approval

You review and approve lyrics before paying for music generation. Check names, facts and required phrases carefully. You are responsible for having permission to submit the information you provide.

Cancellation before generation

Cancellation requests received before music generation starts qualify for a full refund. Eligibility is based on when we receive your request, not when an operator reads it. Email support@oursongletter.com with your order ID.

Delivery after the deadline

Your song will be ready and your delivery email sent within 24 elapsed hours of successful payment, including weekends. Generation and human quality review are included. Internal payment-notification delays do not extend this deadline. Delivery means the song is ready and the email has been sent, not guaranteed arrival in your inbox.

We will notify you of known delays with a revised estimate. A revised estimate does not remove your right to cancel for a full refund if your song is still undelivered after 24 hours from successful payment.

Corrections and changes

We correct material errors we introduced at no charge. If we cannot resolve a material problem, we will offer a refund.

For a creative regeneration request after delivery, email support@oursongletter.com within 12 elapsed hours after the original delivery email is sent, including weekends. Timeliness depends on when we receive your request, not when support replies. We review requests case by case and may provide one complimentary regeneration when appropriate; a complimentary regeneration is not included automatically with every purchase. Further creative regenerations, if offered, require a separately quoted fee and your approval. A regeneration does not restart the original 12-month online access period.

Pronunciation and creative preferences

If we introduced a material pronunciation error, we will correct it at no charge. Exact pronunciation is not guaranteed, and pronunciation alone does not automatically qualify for a refund or a creative regeneration.

Email support

Email support@oursongletter.com. Our target is to respond within one business day, Monday–Friday, Eastern Time. This is a response target, not a guaranteed resolution time. We do not offer telephone support.

Include your order ID when available, but never email your private access token, payment credentials or full private delivery link.

Retention limitations

If we approve a refund, we will submit it within 5 business days. Your bank or payment provider may take additional time to post it. We retain necessary payment and refund accounting records for seven years after the transaction, or longer where required by applicable law. This does not extend retention of stories, transcripts or approved lyrics. Nothing in these terms or policies limits rights that cannot be limited under applicable law.