Refund & Dispute Policy
Legally Binding Document. This document is part of the Artsoundz legal framework and is binding on all platform users. Questions or concerns? Contact Jrosado@artsoundz.com. Full text of all documents is available on request. Review by qualified legal counsel is recommended before publication.
This Master Refund & Dispute Policy is legally binding on all Clients and Creators. By using the Artsoundz platform you agree to resolve all payment disputes exclusively through this process.
Core Principle. Refunds are granted only when the Creator fails to deliver what was objectively specified in the Service Package. Refunds are NOT granted based on subjective creative preferences, aesthetic taste, commercial disappointment, or a change of mind. This standard exists because digital audio files cannot be “returned” and the Creator’s creator time is non-recoverable.
1. Valid Refund Grounds
The following are the ONLY grounds for a refund or dispute on this platform:
- Non-delivery: No files uploaded within the stated turnaround time with no documented reason or agreed extension.
- Incomplete delivery: Fewer files or stems delivered than explicitly promised in the Service Package.
- Wrong file format: Files delivered in a materially different format than specified (e.g., MP3 instead of WAV).
- Technically defective files: Corrupt, unplayable, or severely clipped audio that renders the file commercially unusable.
- Demonstrable brief misalignment: The Deliverable materially ignores the written brief in an objectively verifiable way (e.g., brief specified R&B; delivery is heavy metal; brief specified −14 LUFS; delivery is −6 LUFS).
- Confirmed IP infringement: Unlicensed third-party copyrighted material confirmed by Artsoundz investigation or valid DMCA notice.
- Creator-initiated cancellation: Creator abandons or cancels after payment confirmation without completing delivery.
2. Invalid Refund Grounds
The following are NOT grounds for a refund on this platform:
- Subjective dissatisfaction with the vibe, energy, or creative style of a technically compliant Deliverable — revisions exist for this
- Change of mind or change of creative direction after delivery
- Client provided an underspecified brief; Creator delivered consistently with it
- Any claim after the Client has accepted the Deliverable (by explicit acceptance or 5-business-day Auto-Acceptance), or has published or commercially exploited it — note that downloading, streaming, or previewing a Deliverable does not by itself constitute acceptance
- Exhausted revision rounds without satisfaction — purchase additional rounds or negotiate
- Commercial performance disappointment (the song didn’t chart, stream well, or get accepted by a label)
- Finding an alternative Creator after delivery
3. Cancellation Rules
Before work commences: Client may cancel and receive a full refund. Work is commenced when the Creator uploads any draft file or sends a message confirming work has begun.
After work commences (Client-initiated): Refund is not automatic. Available only if the Creator consents in writing, Artsoundz determines a Material Breach justifies a refund, or force majeure circumstances exist.
Creator-initiated cancellation: Client receives a full refund automatically. Creator-initiated cancellations are logged and negatively affect standing metrics.
4. Dispute Escalation Process
All disputes must follow this mandatory sequential process:
| Step | Party | Deadline | Action Required |
|---|---|---|---|
| 1 | Client & Creator | Day 0 — immediately | Direct resolution in Project thread. This step is mandatory before any formal escalation. |
| 2 | Client | Within 7 calendar days of delivery | Email Jrosado@artsoundz.com with subject “Project Dispute — [your project number].” Disputes after 7 days are not accepted. |
| 3 | Artsoundz | Within 48 hours of submission | Acknowledges dispute, places hold on pending Creator payout, notifies both parties. |
| 4 | Both parties | Within 3 business days of acknowledgment | Both parties independently submit evidence. No new evidence accepted after this deadline. |
| 5 | Artsoundz | Within 5 business days of evidence deadline | Issues written determination specifying outcome and reasoning. |
| 6 | Both parties | Within 2 business days of determination | Funds released or refunded. Both parties notified of right to arbitration. |
Artsoundz acts as a platform administrator issuing an administrative determination — not as a court or legal arbitrator. Either party may escalate to binding individual arbitration per the Terms of Service.
Exclusive Remedy. This dispute and refund process is your sole and exclusive remedy for any dissatisfaction with a Deliverable or transaction on the Platform. Client funds are held in escrow with our payment processor, Stripe, and are released or refunded only in accordance with this Policy and the Terms of Service. Any refund is limited to the amount actually paid for the affected order; Artsoundz is not liable for indirect, incidental, or consequential losses. Filing a chargeback instead of using this process is a material breach of the Client Terms.
5. Auto-Acceptance & Timelines
Auto-Acceptance occurs 5 business days (Monday–Friday, excluding U.S. federal holidays) after delivery. Acceptance occurs only by (a) the Client’s explicit acceptance action in the Project Thread, or (b) Auto-Acceptance after this window; downloading, streaming, or previewing a Deliverable does not by itself constitute acceptance. Disputes submitted after Auto-Acceptance are not accepted, except IP infringement claims within the 90-day window.
Post-acceptance IP infringement claims may be submitted within 90 calendar days of delivery to Jrosado@artsoundz.com with supporting evidence. Claims after 90 days are not accepted.
6. Contact
All disputes and refund requests: Jrosado@artsoundz.com · Subject: “Project Dispute — [your project number]” or “Refund Request — [your project number]”
Version 1.0 · Effective August 8, 2026 ·