Politique de remboursement

Last updated: 19 May 2026

This policy explains how refunds, cancellations, revisions, and digital delivery work for MORTY Audio Lab.

MORTY Audio Lab provides remote mixing, mastering, editing, and release preparation services. All services are digital. No physical products are shipped or returned.

Nothing in this policy affects your statutory rights under applicable consumer law.

No physical returns

MORTY Audio Lab does not sell physical products. There are no physical returns, postage returns, courier returns, product exchanges, or return shipping costs. All final files are delivered digitally by email, download link, cloud storage link, file transfer service, or another agreed digital method.

Service-based bookings

MORTY Audio Lab works on time-based service bookings.

  • Half-day booking: £150
  • Full-day booking: £250

These bookings pay for focused work during the agreed time, not a guaranteed fixed outcome. MORTY Audio Lab will do its best to complete as much useful and necessary work as possible within the booked session. If more work is needed, this will be explained before any extra paid time is agreed.

Right of withdrawal

If you are a consumer based in the UK or European Economic Area, you have the right to cancel your booking within 14 days of purchase without giving a reason (the "cooling-off period").

However, because MORTY Audio Lab provides a custom, time-based service, if you request that work begins during the 14-day cooling-off period, you explicitly consent to waive your right to cancel once work has commenced. You acknowledge that you will be liable for payment proportional to the work completed up to the point of cancellation.

If the service is completed in full during the 14-day period and you consented to work beginning and acknowledged the loss of your cancellation right before work started, the right to cancel is lost upon completion.

How to cancel before work begins: Contact hello@mortylabs.store with your name, order details, and a clear statement that you wish to cancel. You may use the model cancellation form in the Terms of Service, but it is not obligatory.

Before work starts

If you cancel before any work has started and no booked time has been used, a refund or reschedule may be offered. Where a session has been reserved, cancellations should be made as early as possible so the booking can be managed fairly.

Once work has started

Once work has started, refunds are not normally offered for time already spent. This includes:

  • Listening
  • File checking and organisation
  • Mix work
  • Mastering work
  • Editing
  • Export preparation
  • Referencing
  • Communication about the project
  • Revision work

If you cancel after work has started, you may be charged for the work completed up to the point of cancellation.

Completed work

Refunds are not normally offered once the agreed work has been completed and delivered. Where you explicitly consented to work beginning during the cooling-off period and acknowledged that your right to cancel would be lost upon completion, no refund is due for completed work.

Revisions before refunds

If you are unhappy with the first version, the included revision round should be used first. One revision round is included unless agreed otherwise.

Useful revision feedback includes:

  • The vocal feels too quiet
  • The low end feels too heavy
  • The master feels too bright
  • The track feels too compressed
  • The drop has lost impact
  • The reference track feels warmer, wider, or clearer

Extra revision rounds are charged separately and agreed before work continues.

Refunds are not normally given for

  • A change of mind after work has started
  • The client deciding not to release the track
  • Poor source files limiting the final result
  • Uncleared samples or rights issues
  • New creative direction after the booking
  • Supplying new stems after work has started
  • Expecting services that were not agreed before booking
  • Streaming, chart, playlist, label, or sales performance
  • Issues caused by distributors, platforms, metadata, artwork, or third-party services
  • Digital files already delivered as agreed

Source file limitations

Final quality depends on the files supplied. If files are distorted, clipped, badly recorded, incomplete, missing, incorrectly exported, or unsuitable for the requested work, MORTY Audio Lab will explain the issue where possible. If work has not started, the booking may be rescheduled while better files are prepared. If work has already started, time already spent may still be charged.

Late or incorrect files

The client is responsible for sending the correct files before work starts. Late, missing, incorrect, or inaccessible files may delay the session. If the project cannot continue because the correct files have not been supplied, MORTY Audio Lab may offer a reschedule where possible. Extra time may be charged if the delay causes additional work.

How refunds are handled

Refund requests are reviewed fairly and case by case. If a refund is approved, it will usually be returned to the original payment method. Refund processing times may depend on Shopify, the payment provider, and the client's bank.

Any personal data submitted as part of a refund request is handled in accordance with the MORTY Audio Lab Privacy Policy.

Dispute resolution

If you have a complaint, please contact hello@mortylabs.store in the first instance. If a dispute cannot be resolved directly, EU consumers may use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr. These terms are governed by the laws of England and Wales — see the Terms of Service for full governing law details.

How to request a refund, cancellation, or reschedule

Contact hello@mortylabs.store and include:

  • Your name
  • Order number, if available
  • Track title
  • Booking type
  • Reason for request
  • Whether work has already started
  • Any relevant files, messages, or delivery links

Contact

For refund, cancellation, or return questions, contact: hello@mortylabs.store