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Scribe Songs — Customer Refund Policy

Effective Date: June 10, 2026 Last Updated: June 18, 2026

1. Overview

Scribe Songs, operated by Kivfer Holdings Inc., creates custom, personalized songs through an AI-assisted process. Because our products involve significant customization and digital service delivery, our refund policy reflects the nature of what we produce.

We want you to love your song. If something goes wrong before your song is published, we want to make it right.

This policy applies to all purchases made through the Scribe Songs platform (scribesongs.com), including purchases made by Customers and Collaborators (individuals invited by a Customer to contribute their story to a song). For full terms and conditions, see our Customer Terms of Service.

2. Song Orders — Refund Eligibility

2.1 Eligible for Refund. You are eligible for a full refund of your song purchase if all of the following conditions are met:

  • Your refund request is submitted within 14 days of your original purchase date
  • Your song has not yet been published to any streaming platform (Spotify, Apple Music, etc.)

2.2 Not Eligible for Refund. Refunds for song orders will not be issued if:

  • Your song has been published to streaming services (the service is complete and cannot be reversed)
  • More than 14 days have passed since your original purchase date
  • You have confirmed your winning song selection and streaming publication has been initiated

2.3 Revisions First. If you are dissatisfied with the lyrics, artwork, or song variants produced — and you are still within the 14-day window — we encourage you to request revisions before requesting a refund. Many concerns can be resolved through the revision process. Revision requests do not extend the 14-day refund window.

3. Song Orders — How to Request a Refund

3.1 Email us at support@scribesongs.com with the subject line: "Song Refund Request — [Your Order Number]"

3.2 Include the following in your message:

  • Your full name and account email address
  • Your order number
  • The date of purchase
  • A brief description of why you are requesting a refund

3.3 We will review your request and respond within 2 business days to confirm eligibility and next steps.

3.4 Approved refunds are processed to your original payment method within 5–10 business days following approval.

4. Merch Orders — Refund Eligibility

Because all merchandise is custom printed on demand specifically for your order, our merch refund policy is more limited than our song policy.

4.1 Eligible for Replacement or Refund. You are eligible to request a replacement or refund for a merch item only if:

  • The item arrives defective (printing error, manufacturing fault, damage to the product itself)
  • The item is damaged in transit (visible shipping damage that affected the product)
  • You received the wrong item (different product, design, or size than what you ordered)

Your claim must be submitted within 3 days of the delivery date shown by the carrier.

4.2 Lost Packages. If your package has not arrived within 30 days of your order date, contact us at support@scribesongs.com. We will investigate with Gelato and the carrier. If confirmed lost, we will arrange a replacement or refund at our discretion.

4.3 Not Eligible for Return or Exchange. We cannot accept returns or issue refunds for:

  • Incorrect size selection (please review size guides carefully before ordering)
  • Change of mind or buyer's remorse
  • Colour or print tone variations within normal production tolerances
  • Items that have been worn, washed, or used (beyond initial inspection)
  • Claims submitted more than 3 days after the delivery date
  • Delays caused by shipping carriers, customs processing, or circumstances outside our control

5. Merch Orders — How to Request a Refund or Replacement

5.1 Email us at support@scribesongs.com with the subject line: "Merch Issue — [Your Order Number]"

5.2 Include the following in your message:

  • Your full name and account email address
  • Your order number
  • The delivery date
  • A clear description of the issue (defect, damage, or wrong item)
  • Photos clearly showing the issue (required — claims without photos cannot be processed)

5.3 We will review your claim and respond within 3 business days. Approved claims will receive either a replacement item (subject to production and shipping timelines) or a refund to your original payment method.

5.4 If a replacement is issued, it will be shipped to the same address as the original order unless you advise us otherwise.

6. Regeneration Credits — Non-Refundable

Regeneration Credits are optional add-on purchases that allow you to generate a new version of a previously approved deliverable (such as new lyrics, new artwork concepts, or new song variations). All Regeneration Credit purchases are final and non-refundable, without exception.

When you purchase a Regeneration Credit, the AI generation process begins immediately upon your confirmation. The computational work is performed at the time of your request and the service is delivered in full — regardless of whether you prefer the result to the original. This is consistent with how all AI generation services operate: the service is the generation process itself, not a guaranteed outcome that must meet a subjective standard.

Specifically, Regeneration Credits are non-refundable if:

  • You prefer the original version over the newly generated one
  • The result does not match your expectations or vision
  • You change your mind after initiating the regeneration
  • Technical issues beyond our control affect the result (we will investigate and re-run at no charge if the generation fails due to a platform error)

If a Regeneration Credit fails to complete due to a technical fault on our end, please contact support@scribesongs.com and we will re-run the generation or issue a credit at our discretion.

7. What We Cannot Refund

The following are not eligible for refund under any circumstances:

  • Published songs — once your song is live on streaming platforms, the service is complete
  • Song orders outside the 14-day window — no exceptions can be made after this period
  • Regeneration Credits of any type — see Section 6 above
  • Merch: size errors, change of mind, or preference — all merch is custom produced to order
  • Merch claims submitted more than 3 days after delivery
  • Merch items damaged through normal wear, washing, or use

If you have a concern that falls outside these categories and you believe a genuine error was made on our part, please contact us — we will review your situation on a case-by-case basis.

8. Refund Processing Times

7.1 Processing Time. Approved refunds are typically processed within 5–10 business days from the date of approval.

7.2 Payment Method. Refunds are issued to the original payment method used for the purchase. We cannot issue refunds to a different card or account.

7.3 Bank Processing. Once we issue your refund, your bank or card issuer may take additional time to apply the credit to your account. This is outside our control and varies by institution.

7.4 Confirmation. You will receive an email confirmation when your refund has been processed on our end.

9. Contact

For refund requests or questions about this policy:

Scribe Songs / Kivfer Holdings Inc. 2-51 Ashford Lane Steinbach, MB R5G 2K6 Canada

Email: support@scribesongs.com Website: scribesongs.com

We aim to respond to all refund inquiries within 2 business days.

This Refund Policy was last updated on June 18, 2026.