Relate Refund Policy
Effective Date: January 8, 2025
At Relate, we are committed to providing high-quality services and products. This Refund Policy explains the terms under which refunds are granted for our offerings, including subscriptions, sync licenses, merchandise, and production services. By purchasing or booking through Relate, you agree to this Refund Policy.
1. Non-Exclusive Limited License Subscription Service
Refund Eligibility:
Subscription fees are non-refundable, except in the following cases:
Technical issues that prevent access to the music library, which are not resolved within 7 business days.
Billing errors resulting in duplicate charges.
Pro-Rated Refunds:
No pro-rated refunds will be issued for partial months of service for monthly or annual subscriptions.
Cancellation:
Subscriptions can be canceled at any time. Access to the music library will remain active until the end of the current billing period. No refunds are issued for unused time.
2. Sync Licensing
Refund Eligibility:
Payments for sync licenses are non-refundable once the license has been issued, as this grants immediate access to the music under the agreed terms.
Exceptions:
Refunds may be considered if:
The sync license is not delivered due to technical issues.
There is a documented error in the scope of the license provided (e.g., incorrect usage rights).
Resolution Process:
Any disputes regarding sync licensing must be submitted within 14 days of purchase for review.
3. Physical Merchandise
Refund Eligibility:
Merchandise can be returned for a refund or exchange within [Insert Number of Days] days of receipt, provided that:
The item is unused, unworn, and in its original packaging.
Proof of purchase is provided.
Defective or Damaged Items:
If an item arrives damaged or defective, please contact us within [Insert Number of Days] days of receipt. We will arrange for a replacement or refund, including shipping costs.
Exclusions:
Refunds are not available for:
Sale items, unless defective.
Items showing signs of wear, use, or alteration.
Return Shipping Costs:
Customers are responsible for return shipping costs unless the item is defective or incorrect.
4. Production Services
Deposits:
Deposits for booked production services are non-refundable, as they secure your booking and cover initial preparation costs.
Refunds for Full Payments:
Refunds for full payments are available if:
You cancel at least [Insert Notice Period, e.g., 14 days] before the scheduled service.
Relate is unable to deliver the service due to unforeseen circumstances on our end.
Partial Refunds:
For cancellations made within the notice period but after initial work has started, a partial refund may be issued based on the amount of work completed.
No Refunds for Late Cancellations or No-Shows:
Refunds will not be provided for cancellations made less than 2 days before the scheduled service or for no-shows.
5. How to Request a Refund
Contact Us:
To request a refund, email us at relate@relatecreativegroup.com with the following details:
Order number or booking ID.
Reason for the refund request.
Supporting documentation (e.g., photos of defective merchandise, evidence of technical issues).
Processing Time:
Refund requests are reviewed within 7 business days of submission. Approved refunds are processed within 5-10 business days and issued to the original payment method.
Additional Information:
Relate is not responsible for delays caused by your financial institution.
6. Non-Refundable Situations
Refunds will not be issued in the following cases:
Failure to adhere to the licensing terms for the subscription or sync licenses.
Loss or damage of merchandise after delivery.
Late cancellations or no-shows for production services.
Dissatisfaction with creative outcomes for production services where the deliverables meet agreed-upon specifications.
7. Changes to This Policy
Relate reserves the right to update this Refund Policy at any time. Any changes will be posted on our website with an updated effective date. Your continued use of our services constitutes acceptance of the updated policy.
8. Contact Us
For questions or assistance regarding this Refund Policy, please contact us:
Relate
Email: relate@relatecreativegroup.com
Address: Chicago, IL 60608