Refund Policy
This Refund Policy explains how refunds, cancellations, and credits work for EchoLoom services and digital deliverables. Because most work is custom and time-based, refunds are handled differently than physical product returns.
1. General Principle
EchoLoom services are typically creative, custom, and delivered digitally. Once production begins, a significant portion of value is created through time, planning, and iteration. For that reason, payments may be non-refundable after work starts, except as described below or required by law.
2. Deposits and Project Booking
If a deposit is used to reserve time in our schedule, it may be non-refundable once the booking window begins or once any discovery, concept development, or asset preparation starts.
If you cancel before any work has started, we may refund the deposit minus any non-cancellable costs (for example, transaction fees or third-party service fees), where permitted.
3. Cancellations After Work Has Started
If you cancel after work has started, you may be responsible for payment for work completed up to the cancellation date, including time spent on discovery, sound exploration, drafts, revisions, meetings, and project management.
In such cases, we can provide partial deliverables or work-in-progress materials at our discretion, depending on payment status and the agreed Scope.
4. Refunds for Digital Deliverables
Once a final digital deliverable is provided, refunds are typically not available because the asset can be copied, stored, and used. If you believe a deliverable is technically defective (for example, corrupted files, wrong format, or missing agreed files), contact us and we will correct the issue.
5. Credits and Rescheduling
When appropriate, we may offer a credit toward future services instead of a monetary refund. Credits may be time-limited and are generally non-transferable unless agreed in writing.
If you need to reschedule a project, we will do our best to accommodate, subject to availability. Rescheduling may require timeline adjustments and may incur fees if the change impacts reserved production time.
6. Chargebacks
If you initiate a chargeback without contacting us first, we may pause all work and delivery. We recommend contacting us to resolve billing concerns quickly and fairly.
7. “Not a Fit” / Preference-Based Concerns
Sound is subjective. If you feel a direction is not a fit, communicate early and clearly. We will use the revision process to align with the agreed brand references and Scope.
Refunds are not generally issued solely based on preference if the deliverables align with the Scope and references.
8. Exceptional Circumstances
We may consider partial refunds in rare cases where we are unable to deliver the Services due to reasons solely within our control and where no reasonable remedy is possible. Any such decision is made case-by-case.
9. How to Request a Refund Review
Send a written request describing the project, invoice details, the reason for the refund request, and what outcome you are seeking. Include any relevant context (deadlines, scope notes, file issues) so we can review quickly.
10. Policy Updates
We may update this Refund Policy from time to time. Changes will be reflected by the “Last updated” date.
EMAIL: yourproject@echoloom-sound.com
ADDRESS: 1300 Main St, Napa, CA 94559
PHONE: +1 (415) 868-6388