01Refund Policy Overview
This policy applies to paid services, subscriptions, distribution-related services and other charges processed by Digital Real Music unless a separate written commercial agreement states different terms.
Because digital music distribution and related services can involve processing, review, delivery and third-party platform operations, a refund is not automatically available simply because a release has not achieved expected streams, playlist placement, followers, revenue or commercial results.
02When a Refund May Be Eligible
A refund may be considered where a payment was made incorrectly or where applicable consumer, payment or contractual rules require a refund. Examples may include:
- A confirmed duplicate charge for the same service where the duplicate amount was not intentionally purchased.
- A payment that was successfully captured but the paid service was not provided and cannot reasonably be provided.
- A billing error caused by Digital Real Music, subject to verification.
- A refund expressly approved under a separate written agreement, order confirmation or commercial arrangement.
- Other situations where a refund is required under applicable law.
Eligibility is determined after reviewing the transaction, service status, account history and relevant documentation.
03Services and Charges That May Be Non-Refundable
Unless applicable law or a written agreement provides otherwise, the following may be non-refundable once the related service or processing has begun:
- Digital distribution submissions that have already entered processing, QC or delivery workflows.
- Release preparation, metadata processing, content review or other completed operational work.
- Custom enterprise, white-label, onboarding, integration or setup work after work has commenced.
- Services already delivered or materially performed.
- Subscription periods that have already started, except where a refund is required by law or specifically approved.
- Fees or charges arising from third-party services where the third party has already performed the applicable service.
04Subscriptions & Cancellation
If your account includes a recurring subscription, you may cancel future renewals through the available account controls or by contacting support where self-service cancellation is unavailable.
Cancellation
Cancellation normally prevents future renewal; it does not automatically reverse a charge for a period that has already started.
Already Paid Period
Access may continue through the applicable paid period unless the service is suspended or otherwise terminated under the applicable terms.
If a renewal occurred unexpectedly, contact support promptly with the invoice or transaction reference so the charge can be reviewed.
05Music Distribution & Release Fees
Distribution services involve catalog ingestion, metadata validation, artwork/audio processing, delivery and coordination with third-party digital platforms. Once these activities have begun, fees may become non-refundable because operational work and third-party processing may already have occurred.
A DSP rejection, delayed ingestion, editorial decision, loss of playlist placement, change in platform policy or lower-than-expected performance does not by itself create a refund entitlement.
If a release cannot be delivered because of a verified technical failure attributable to Digital Real Music, support may review the case and determine an appropriate remedy, which may include correction, reprocessing or a refund where appropriate.
06Duplicate or Accidental Payments
If you believe you were charged twice for the same service, contact support as soon as possible and provide the transaction references. After verification, an eligible duplicate amount may be refunded to the original payment method or handled through the payment provider's applicable process.
07Failed, Pending or Reversed Payments
A payment marked as failed, pending, reversed or declined may not represent a completed charge. Your bank or payment processor can sometimes temporarily authorize an amount before releasing it.
If your bank statement shows a completed charge while the platform shows a failed transaction, provide the payment reference and proof of the charge. We will investigate the transaction with the relevant payment provider.
08Royalties, Revenue & Payouts
Royalty earnings and artist/label payouts are not treated as customer refunds. They are governed by the applicable distribution, royalty and payout terms.
- Reported revenue may be subject to platform reporting delays and later adjustments.
- Payouts may require minimum thresholds, verification and accurate banking information.
- Amounts may be held or adjusted where fraud, infringement, chargebacks or material disputes are reasonably suspected.
- An incorrect payout request should be reported promptly so it can be reviewed and, where possible, corrected.
09Chargebacks & Payment Disputes
If you believe a transaction is incorrect, please contact Digital Real Music first so the matter can be investigated. An unjustified chargeback after a service has been provided may cause account restrictions, suspension of services, recovery of processing costs where legally permitted, or other action under the applicable terms.
Nothing in this section limits any statutory right you may have to dispute an unauthorized transaction with your payment provider.
10How to Request a Refund
Submit a refund request through the available support channel. Include enough information for us to identify and review the transaction.
11Refund Processing & Timelines
Approved refunds are normally initiated through the original payment method or payment provider unless another method is legally or operationally required.
| Stage | What happens |
|---|---|
| Request received | The transaction and account information are reviewed. |
| Verification | We may confirm payment status, service usage and supporting evidence. |
| Decision | The request is approved, declined or additional information is requested. |
| Refund initiated | For approved requests, the refund is sent through the applicable payment channel. |
| Bank processing | The final credit timing depends on the payment gateway, card issuer, bank or other financial institution. |
Bank or payment-provider processing times are outside our direct control.
12Exceptional Circumstances
We may consider exceptional refund requests on a case-by-case basis, including verified technical errors, accidental duplicate billing or circumstances where refusing a refund would be inconsistent with applicable law or a written commercial commitment.
Granting a one-time exception does not automatically create a permanent entitlement to refunds in future transactions.
13Third-Party Platform Decisions
Spotify, Apple Music, YouTube, Meta, JioSaavn, Gaana and other third-party services operate independently. Their content decisions, ingestion timelines, monetization rules, editorial decisions, account actions and availability are outside our direct control.
Accordingly, a third-party rejection, delay, policy change, monetization limitation or editorial outcome does not automatically qualify a service for a refund unless a separate agreement says otherwise.
14Policy Changes
We may update this Refund Policy when our products, payment processes, commercial terms or legal requirements change. The latest version published on this page will show the applicable effective date.
15Refund Support & Contact
For refund, cancellation or payment questions, contact support with your account and transaction details. Please do not send passwords, full card numbers, CVV codes or other unnecessary sensitive credentials.
Need help with a payment?
Use the Contact Page and select the appropriate billing or payment enquiry option.
This Refund Policy is a general service policy. A separate written enterprise, label, reseller or distribution agreement may contain different commercial terms. Applicable statutory consumer rights are not excluded by this Policy.