Refund & Cancellation Policy
Last updated: 24 September 2026
Every ElessMelody song is personalised and made to order for you. This policy explains how cancellations, revisions and refunds work. It forms part of our Terms & Conditions and does not affect your statutory rights as a consumer.
1. How to cancel
If you want to cancel your order, email us as quickly as possible at support@elesmelody.com with your name, the email address you used and your order details. The sooner you contact us, the more likely it is that we have not yet started work on your song.
2. What you can get back
Because your song is made specifically for you and you ask us to start straight away so that we can deliver on time, your refund depends on how far production has progressed and on your consumer rights:
- Before we start work: full refund.
- After we have started, before delivery: we may deduct a reasonable amount for the work already carried out, where the law allows, and refund the rest.
- After your completed song has been delivered with your agreement: the right to cancel may no longer apply, but your rights if the song is faulty or not as described (section 5) always remain.
3. Revisions
- Every order includes one free revision.
- A revision covers reasonable corrections consistent with your original brief, such as the spelling or pronunciation of a name, a factual detail or a line of the lyrics.
- Additional revisions are available for a fee, which we will confirm before starting.
- Substantial changes — a different story, concept, occasion, recipient or musical direction — are not revisions and may require a new order.
- Corrections needed because we did not follow your brief are always free and do not use up your free revision.
4. Express Delivery
If you purchased 24-hour Express Delivery and we fail to meet the deadline for reasons attributable to ElessMelody, you may request reimbursement of the Express Delivery surcharge. Late Express Delivery on its own does not automatically entitle you to a refund of the song itself, but it does not limit any other rights you have, for example if the delay is substantial or the song is faulty.
The delivery period only starts once your payment has been confirmed and we have received all the information needed to create your song, so delays caused by missing or late information from you are not attributable to us.
5. If something is wrong
If your song does not match your brief, contains errors that are our fault or has a technical problem, contact us. We will correct or re-create it free of charge. If we cannot fix the problem within a reasonable time, or it would be unreasonable to expect you to accept a correction, you may be entitled to a price reduction or a full or partial refund under the Consumer Rights Act 2015 or the consumer laws of the country where you live.
A difference in personal artistic taste is not in itself a fault, because every song is a creative interpretation of your brief — but we will always listen and try to find a fair solution.
6. How refunds are paid
Refunds are made to the original payment method without undue delay and in any event within 14 days of the day we agree that you are entitled to a refund. We do not charge a fee for refunds.
7. Contact
ELESSMELODY LTD, company number 17452509, 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom — support@elesmelody.com