Refund Policy

This policy explains when you can get a refund on a mastering order, and when revisions are the remedy instead. It forms part of our Terms of Service. The key moment is file acceptance — the point where we've reviewed your uploaded files and accepted them, which is when the turnaround clock starts and work begins.

Before work begins

If you cancel an order before we've accepted your files — including orders where payment is made but nothing is uploaded yet — you're entitled to a full refund on request, because no work has started.

Once work has begun

Once we've accepted your files and started work, the order is non-refundable. If you're not happy with the master, the remedy is revisions: in-scope revisions against your original brief are free until you're happy, within 30 days of delivery. We'd much rather get the master right than have you walk away unhappy — talk to us.

After delivery

After we deliver a master, the same applies: revisions only, no refund. Nothing is approved on your behalf: a delivered track waits for you to approve it or send it back, for as long as you need, so you always have the chance to ask for changes first. An order closes by itself only once you have dealt with every track on it.

Orders that are never paid

An order that is quoted or awaiting payment is cancelled automatically 14 days after it reaches that state. Nothing is charged and there is nothing to refund — you are simply free to order again.

Orders that are paid but never uploaded, or go quiet

If you pay and then never upload files, or go quiet partway through, we hold the order open indefinitely — we don't automatically cancel or refund a paid order. If you'd like to pick it back up, or to cancel and (where eligible) be refunded, just get in touch.

How refunds are paid back

A refund, where due, goes back the way the money came: to the card you paid with, through Stripe. This policy doesn't affect any statutory rights you have as a consumer.

How to request a refund or cancellation

Email hello@richertzstudios.com or send a message from your order page, telling us the order you mean and what you'd like to do. We'll confirm whether it's eligible and, if so, process it promptly.