Refund and Cancellation Policy

1. Authorization Is Not a Completed Charge

Stripe ordinarily places an authorization hold for the disclosed total at checkout. The payment is captured when the required service is completed. Your bank may display an authorization as pending and reduce your available balance before a charge settles. A cancellation before capture releases the authorization; it is not a refund of money already captured.

2. Canceling Before Work Starts

Use My Orders to cancel an eligible Pending order before it becomes Started. Detailed feedback ordinarily starts when the artist posts the first comment; Just a listen starts when the artist marks it started. Refresh the order to see its current state. Leaving Stripe Checkout or closing a browser tab does not by itself cancel an existing order.

If the cancellation control is unavailable or a payment status is unclear, contact support@beatadvisor.com with your order number. Do not assume a failed screen or delayed response means no order exists, and avoid placing a replacement purchase until the original has been checked.

3. Started or Completed Work

The ordinary self-service cancellation option ends once work starts. This does not remove a statutory withdrawal right or a remedy for non-delivery or a defective service. Contact support if the work is missing, materially incomplete, not as described, duplicated, or charged without authorization.

We assess the order description, fulfillment record, your explanation, and applicable law. Appropriate outcomes can include completing or correcting the service, cancellation of an uncaptured authorization, or a full or partial refund. There is no automatic refund solely because an artist’s honest opinion is critical or a Just a listen decision is unfavorable, if the purchased service was properly delivered and no statutory right requires otherwise.

Please report problems promptly while records are available. This request for prompt reporting does not impose a shorter deadline than the law provides. We do not require a positive review, removal of an honest negative review, or waiver of a lawful dispute as a condition of receiving an owed remedy.

4. Missed Deadlines and Payment Exceptions

Use the deadline displayed on your order. The intended completion window is up to seven days but can be shorter because of the card’s authorization expiry. The system is designed to cancel overdue, uncaptured orders rather than charge for unfinished work. Processing delays or a payment requiring manual review can prevent immediate resolution; contact support if an overdue order remains open.

If money was already captured, cancellation of a hold cannot resolve it: support must review a refund. A payment dispute, partial refund, or technical reconciliation does not erase the historical record of delivered work.

5. Refund Amounts and Timing

Approved refunds are ordinarily sent to the original payment method through Stripe. If a refund is owed for the entire undelivered order, it includes the amount paid for that order, including the listener service fee, subject to applicable law. Any partial remedy will explain what is being refunded; a platform fee is not automatically exempt from a legally required refund.

Bank processing, payment-method rules, and currency conversion can affect when the money or available balance appears and its converted value. We cannot promise an exact bank release date. Contact support if an approved refund is missing or marked failed. Never send full card details in a support message.

6. Statutory Withdrawal and Consumer Rights

Mandatory consumer law overrides conflicting parts of this policy. Where a distance-service withdrawal right applies, including qualifying EEA or UK transactions, it generally allows withdrawal within 14 days after the service contract is made. Starting work alone does not automatically extinguish that right.

Any legally required express request for early performance and acknowledgment of loss of withdrawal rights after full performance must be obtained separately. A general Terms checkbox or the Just a listen acknowledgment is not a substitute. A proportionate charge for work already performed is possible only where the law permits it and the required disclosures and request were obtained.

To notify withdrawal, send support a clear statement that you wish to withdraw, with the order number, order date, your name, and account email. A suggested statement is: ‘I give notice that I withdraw from my contract for order [order number], placed on [date]. My name and account email are [details].’ You may use another unequivocal statement or any applicable statutory form. This email option does not replace an online withdrawal function where one is legally required.

7. Payment Disputes

Contacting us first can help resolve a mistake, but it is not required before a lawful bank, regulator, or court complaint. We may provide accurate order and delivery records to a payment provider when a dispute occurs. Do not knowingly make false claims or seek double recovery; nothing here discourages a good-faith dispute.