Legal
Refunds & Cancellation
Last updated
In plain English
- Paid checkout is closed by default at launch. If the reviewed release gate is opened, the only item that can reach checkout is an eligible course as a one-off purchase. There are no subscriptions.
- You have 14 days to change your mind about an eligible course purchase, for any reason, and get a full refund. Traders can remove that right for digital content in certain circumstances — we have not, so it applies to you in full.
- Separately, if something is faulty, doesn't work, or isn't what the listing said, you can have it fixed, replaced, or refunded — and that right lasts longer than 14 days.
- How: email us. There is no refund button in the app; we process refunds by hand, back to your original payment method.
1. What you can buy
At initial launch, Soundflow's course catalog is available but paid checkout is disabled. If the reviewed release gate is later enabled, Soundflow can sell only eligible published courses. Public sales of loops, stems, presets, sample packs, tracks, standalone plugin licences and the Suite remain unavailable: those product types are blocked before an order or payment is created.
No subscriptions. Every eligible course purchase is a single payment. No recurring charge can be created, so there is no renewal to cancel, no trial that converts, and nothing to “remember to turn off”.
2. Your 14-day right to cancel
Because you are buying at a distance, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the day the contract is made to cancel and receive a full refund. You do not need a reason, and you do not need our agreement.
This applies to every purchase Soundflow permits if checkout is enabled: eligible paid-course enrolments.
3. Immediate access, and why it does not remove that right
The law lets a trader switch off the 14-day right for digital content that is supplied immediately — but only if, before the purchase, the buyer expressly consents to supply starting straight away and acknowledges that doing so means losing the right to cancel.
Soundflow's checkout does not ask you for either of those things. We give you access the moment the payment clears, but we have not asked you to sign away your cancellation right — so you keep it in full. You may cancel within 14 days and get a full refund even if you have already enrolled and started the course.
If we ever change the checkout to ask for that consent, this page will change first, and the request will be explicit and separate — never buried in a tick-box you cannot see.
Cancelling a course ends its paid enrolment. Continuing to bypass that access decision after a refund is a breach of the Terms of Service.
4. If something is faulty or not as described
Independently of the 14 days, the Consumer Rights Act 2015 requires digital content to be of satisfactory quality, fit for its purpose, and as described. If it is not — for example, a paid course whose promised lessons are missing — you are entitled to:
- a repair or replacement, within a reasonable time and without significant inconvenience; and
- if that is impossible or does not fix it, a price reduction, up to and including a full refund.
If defective content damages your device or other files, and we did not use reasonable care and skill, you may also be entitled to have that damage repaired or compensated.
These rights are not limited to 14 days, and nothing on this page or in our terms takes them away.
5. How to cancel or claim a refund
Email our published contact address (not yet available — see the notice above) with the order reference (it is on your receipt from our payment provider), what you bought, and — if it is a fault rather than a change of mind — what went wrong. A clear statement that you want to cancel is enough; you do not have to use any particular form of words.
There is no self-serve refund button. We process refunds manually through our payment provider. That is a genuine limitation of the product today, not a way of slowing you down — we will acknowledge your email and tell you what happens next.
6. When you get your money
- We refund within 14 days of being told you are cancelling, and usually much sooner.
- The refund goes back to the payment method you used. We do not charge a fee for it.
- How long it then takes to appear depends on your bank or card issuer — typically a few working days.
- If your bank applied a currency conversion when you paid, the amount that lands may differ slightly from what left your account. That difference is your bank's, not ours.
7. Courses by instructors
A paid course can reach checkout only when its instructor's connected payment account is ready. Contact Soundflow for cancellation or a refund; you do not have to chase the instructor or payment provider yourself.
Public creator sales of other content are unavailable at minimum launch. Soundflow will coordinate any course refund with the payment provider and instructor behind the scenes; that does not reduce the rights stated in this policy.
8. Free courses and early access
Much of Soundflow is free while the product is in early access — the studio, practice labs, community surfaces and courses available at no charge. There is nothing to refund on free content, and no payment details are taken for it. Withdrawing free access is not a refundable event; if we ever start charging for something you currently have free, we will tell you before it happens.
9. When we may refuse
We may decline a refund where:
- the 14 days have passed and there is nothing wrong with the content (your Consumer Rights Act rights still stand);
- the purchase was obtained fraudulently, or the account has been used to break the Terms of Service; or
- there is clear evidence of a pattern of buying, substantially consuming, and refunding paid courses as a way of getting content for free.
If we refuse, we will tell you why, in writing. You can escalate a complaint to our published contact address (not yet available — see the notice above), and you keep every right you have under UK consumer law regardless of what we say.
10. Chargebacks
Please talk to us before asking your bank to reverse a payment — it is faster for you and cheaper for us. If you do raise a chargeback, we may suspend the entitlement it relates to while the dispute runs.