Refunds and remedies

1. Your rights come first

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or a refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have a problem put right if the failure does not amount to a major failure.

Nothing on this page limits those rights. What follows describes how we go about honouring them.

2. You hear it before you pay

Every recording is made to order, so the preview comes first. Before you pay anything you hear five seconds of your own audio: your words, in the voice you chose, with the music you chose, mixed the way the finished recording will be. Change the script, the voice or the music and take another preview, as many times as you like, until it sounds right.

That is deliberate. You should know what you are buying before you buy it, not afterwards.

3. When we fix or refund

If a recording is faulty, is not what we described, or does not do what we said it would do, tell us and we will put it right at no charge. If the failure is major — the recording is unusable, or plainly not what you bought — you choose between a refund and a replacement.

Things we treat as ours to fix:

• the voice or the music is not the one you selected;
• the audio is distorted, clipped, silent, cut short or badly balanced;
• a word, a name or a place is mispronounced;
• what was recorded is not the script you approved;
• the file will not load into the phone system you selected;
• your download does not work, or never arrived.

4. A fix first, usually

For most problems the quickest remedy is a corrected recording rather than a refund. We adjust the pronunciation, produce the file again, or prepare a different format, normally the same day. That is the first thing we will offer, and it costs you nothing.

If we cannot put it right, or the failure is a major one and you would rather have your money back, we refund you.

5. If you change your mind

We will be straight with you about this one. Each recording is produced for you after you pay, which is the reason the preview exists. If you simply change your mind — you have decided on different words, your hours changed the following week, or you would rather have chosen another voice — that is not a failure of a consumer guarantee, so a refund is at our discretion rather than something you are entitled to.

We still look at every request on its facts. If you have not downloaded the files, or you come back to us the same day, we will usually help — often by producing the recording you actually wanted rather than by refunding. Asking costs nothing.

6. How to ask

Email support@onholdmusic.ai and include:

• the email address you used at checkout;
• your receipt or order number, which is on the receipt Stripe sent you;
• which recording it is, if you have bought more than one;
• what is wrong and where — “the business name at eight seconds is mispronounced” tells us far more than “it sounds wrong”.

We aim to reply within one business day.

7. What happens next

We listen to the file you were sent. If it is something we can correct, we tell you what we will do and when, and you get the new files when they are ready. If a refund is the right answer, we confirm it by email and process it the same day where we can.

8. How a refund reaches you

Refunds are processed through Stripe and go back to the card you paid with. We refund the full amount you paid and do not deduct the payment processing fee. Once we have processed it, the money usually appears on your statement within five to ten business days, depending on your bank. We cannot send a refund to a different card or account.

If you bought a pack and only part of it is at fault, we can refund that part rather than the whole order.

9. What a refund means for the recording

When we refund a recording, your licence to use it ends. Stop playing it on your phone system and delete the files. The details are in our terms of service.

10. Before you call your bank

If something is wrong, email us first. A chargeback takes weeks, and it tells us nothing about what to fix. An email usually has the problem sorted the same day.

11. How to contact us

Email support@onholdmusic.ai, or write to [Registered entity name — to be supplied], [Business address — to be supplied]. Our terms of service and privacy policy sit alongside this policy.