How cancellations, delivery problems and refunds are handled for custom recording work and digital products.
1. Custom work: the 12-hour window
Under the voluntary cancellation policy, you may request cancellation within 12 hours of placing the order. If work has not started, the order can be cancelled with a refund. If work has started, a discretionary full or partial refund may be agreed based on the work completed.
The 12-hour window is not a limit on statutory consumer rights. Where the law grants a longer withdrawal period or another refund right, those rights take priority.
2. Later cancellations and project changes
Outside the voluntary window, a refund solely for a change of mind is not promised once work has begun or the agreed work has been delivered. This does not affect mandatory withdrawal rights or remedies for non-delivery and defects.
Included revisions are used to refine the agreed recording. A substantial change to the song, arrangement or brief may require a new quote; the extra work and its price must be agreed first.
3. Statutory withdrawal rights
Where applicable consumer law provides a cooling-off period, you may withdraw within that period without giving a reason. For qualifying EU distance contracts, this is generally 14 days from conclusion of a service or digital-content contract.
Starting a service early does not automatically remove this right. Where required, early performance needs your express request; a proportionate charge for work performed may apply. Loss of the right after full service performance requires the legally required consent and acknowledgement.
For downloadable digital content, loss of the right when supply starts is subject to the required prior express consent, acknowledgement and order confirmation. Access to a file alone is not treated as consent.
4. Digital products and delivery problems
Loops, sample packs, one-shots, multitracks and MIDI files are not covered by an additional change-of-mind refund promise after supply, except as agreed or required by law. The statutory conditions in section 3 still apply.
If files are missing, corrupted, inaccessible or materially different from the agreed description, email Ivan. The issue will be addressed through delivery, correction or replacement, or an appropriate refund where required. If NerdyDrums cannot carry out the agreed service, you are entitled to a refund for the part not supplied.
5. Refund method and third-party charges
Approved refunds are normally returned using the original payment method, unless another method is agreed and permitted. They are processed without undue delay and within any applicable legal deadline. Where the EU statutory withdrawal rules apply, reimbursement is due within 14 days of the withdrawal notice. The bank or provider may need additional time to post the funds.
Fees or exchange-rate differences charged independently by your bank or payment provider may not be recoverable. NerdyDrums does not deduct charges from a statutory refund where the law prohibits that deduction.
6. How to request a cancellation or refund
Email nerdydrums@gmail.com with the order email, order reference if available, project or product name and your request. A reason helps investigate defects, but is not required for a statutory withdrawal where the law allows withdrawal without a reason.
A discretionary refund is confirmed by email. A valid exercise of a statutory right is not subject to Ivan’s personal approval. Do not send card numbers, CVV codes or passwords with your request.