- Your order request and preview are free. If you don’t like the preview, simply don’t pay.
- Up to two free revisions, before payment and within 14 days of delivery.
- A full refund if we fail to deliver the file within 72 hours of payment, or if the file has a defect we have not fixed within 72 hours.
- To request a refund: support@sonadoraproduction.com, quoting your order number.
1. Before payment
You do not pay for the order request or the preview. You may withdraw from the order at any time before payment without any consequences — simply don’t follow the payment link, or write to us.
2. Revisions
Each order includes up to two free revisions within the scope of the original order request: changing words or lines of the lyrics, the genre or mood, the pronunciation of a name, details of the hero or individual scenes. We carry out revisions within 24 hours for songs and 48 hours for animated films. A change of person, occasion or core idea is processed as a new order.
3. When we issue refunds
| Situation | What we do |
|---|---|
| The full version was not delivered within 72 hours of payment | Full refund at your request |
| The file is corrupted, will not open or differs materially from the approved preview, and we have not fixed this within 72 hours | Full refund |
| An error in a name or in facts from the order request that we did not correct after being asked | Full refund |
| A duplicate charge, or a payment made by mistake for a different order | Refund of the excess amount |
| We cancelled the order (sanctions, breach of the content policy) | Full refund |
4. When we don’t issue refunds
Because each product is made individually and you approve the preview before payment, we do not issue refunds after delivery of the full version if it matches the approved preview and the order request and the reason is a subjective change of mind. In such cases, we offer free revisions under section 2. This does not limit your rights under mandatory consumer protection law.
5. How to make a request
- Write to support@sonadoraproduction.com or to our support messenger, quoting your order number (SN-XXXXXX) and the email used for the order.
- Describe the problem. For a defective file, please attach a screenshot or tell us the name of your device.
- We reply within 24 hours and make a decision within 3 business days.
- The refund is made using the same method you paid with. Your bank may need 5–10 business days to credit the funds.
6. Right of withdrawal
By law, you have 14 days to withdraw from a distance contract. For digital content made to your specifications, this right ends once we begin supplying the full version with your express prior consent and your acknowledgement that you lose the right of withdrawal. That is why, before payment, we ask you to tick a box:
“I request that the full version of the personalised digital product be supplied to me immediately, and I acknowledge that I lose my right of withdrawal from the moment the full version becomes available to me.”
Without this box ticked, we do not send the full version until the 14 days have expired. Confirmation of your consent is sent to your email together with the receipt.
The right of withdrawal under Article 49 of the CDC applies for 7 days from the date of payment, provided the full version of the product has not yet been downloaded. After download, your rights in respect of non-conformity of the product remain.
We apply the rules on this page and the mandatory consumer protection laws of your country where they grant you greater rights.
7. Bank disputes
If you notice an unfamiliar payment from SONADORA STUDIO or are unhappy with your order, please write to us before contacting your bank. We will find the order by email and resolve the issue faster than a chargeback procedure, which can take up to 120 days. In the event of a dispute, we provide the bank with the order log: the order request, the approved preview, and the times of payment and file delivery.