Refund policy

REVISION, CANCELLATION & REFUND POLICY

Last Updated: October 7, 2026

At Melory, every song is individually created based on the stories, memories, names, preferences and other information provided by the customer.

Because every song is personalized and made specifically for one customer, it cannot simply be returned or resold like a standard physical product. Instead, we stand behind our work through our Revision & Satisfaction Guarantee.

Our goal is simple: if something isn't right, we will work with you to make it right.

1. 30-DAY SATISFACTION PERIOD

You have 30 days from the date your song is first delivered to you to contact us regarding:

  • a revision request;

  • an error or issue with your song;

  • a concern about the final result; or

  • a request under our Satisfaction Guarantee.

Requests should be sent to:

support@getmelory.com

Please include your order number and a brief explanation of what you would like us to change or correct.

Requests received after the 30-day period may still be considered at Melory's discretion but are no longer covered by our standard Revision & Satisfaction Guarantee, except where otherwise required by applicable law.

2. PLEASE CHECK YOUR INFORMATION BEFORE SUBMITTING YOUR ORDER

Your personalized song is created based on the information you provide to us.

You are responsible for reviewing the information submitted with your order and making sure it is accurate and complete.

This includes, for example:

  • names and spelling;

  • pronunciation;

  • relationship details;

  • dates;

  • memories and stories;

  • personal messages;

  • requested details;

  • musical preferences;

  • vocal preferences;

  • words or information you want included or avoided.

Melory cannot be responsible for inaccuracies in the song that directly result from incorrect, incomplete or misleading information submitted by the customer.

An error in information originally provided by the customer does not, by itself, mean that the delivered song is defective.

Nevertheless, we understand that mistakes happen. If you notice something after receiving your song, contact us and we will make reasonable efforts to help correct it.

Materially changing the original information, recipient, occasion, story or creative brief after production has begun may constitute a new request rather than a correction and may therefore fall outside the free revision guarantee.

3. FREE REVISIONS

If something about your delivered song is not right, please contact us within the 30-day Satisfaction Period.

We will work with you through revisions to address reasonable concerns and bring the song closer to the result you expected based on your original order.

Revision requests may include, for example:

  • correcting factual information;

  • correcting names or pronunciation;

  • adjusting lyrics;

  • changing the emphasis placed on certain memories;

  • correcting an instruction that was not properly reflected;

  • making reasonable creative adjustments;

  • addressing production issues.

There is no additional charge for revisions covered by our Satisfaction Guarantee.

To help us resolve your request effectively, please provide clear and specific feedback about what you would like changed.

4. IMPORTANT INFORMATION ABOUT REVISIONS

Personalized music is creative work.

Changing one part of a song may require changes to other parts of the song in order to maintain its musical quality, structure and natural flow.

By requesting a revision, you acknowledge that the revised song may differ from the originally delivered version.

Depending on the requested changes, revisions may affect elements including:

  • lyrics;

  • melody;

  • song structure;

  • arrangement;

  • instrumentation;

  • vocal performance;

  • pronunciation;

  • pacing;

  • timing;

  • emotional tone;

  • production characteristics.

As a result, a revised version may sound noticeably different from the first version even when the purpose of the revision is to correct or improve one specific element.

This is a natural consequence of creating and regenerating individualized musical content.

By requesting a revision, you acknowledge and accept that the revised version may differ from the original song.

A revision request does not guarantee that all elements of the original version will remain unchanged.

5. OUR SATISFACTION GUARANTEE

We want you to be happy with your Melory song.

If you are dissatisfied with your song, contact us within 30 days of its initial delivery and give us the opportunity to address your concerns.

We will make reasonable revisions within the scope of your original order in an effort to achieve a satisfactory result.

If we cannot make it right, we will refund your purchase.

If, after a reasonable revision process, we are unable to produce a satisfactory result consistent with your original order and reasonable revision requests, you may request a refund under our Satisfaction Guarantee.

Any refund is normally issued to the original payment method.

Processing times after we issue a refund may depend on your bank, card issuer or payment provider.

Nothing in this Policy limits any refund or remedy that must be provided under applicable law.

6. REFUNDS ARE NOT A SUBSTITUTE FOR THE REVISION PROCESS

Our Satisfaction Guarantee is designed to give us the opportunity to correct or improve your personalized song before a refund is issued.

Except where applicable law requires otherwise, dissatisfaction that can reasonably be addressed through a revision will normally be handled through our revision process first.

A customer may therefore be asked to provide reasonable feedback and allow Melory an opportunity to address the identified issue before a refund is approved under the Satisfaction Guarantee.

We will not require customers to continue through an unreasonable number of revisions when it becomes clear that we cannot achieve a satisfactory result.

7. CHANGES OF MIND

Because Melory songs are individually created for each customer and production may begin shortly after an order is placed, orders generally cannot be cancelled simply because the customer changes their mind after production has started.

Once work on a personalized song has begun, considerable creative and production resources may already have been committed specifically to that customer's order.

This does not affect:

  • our Revision & Satisfaction Guarantee;

  • refunds where Melory is unable to provide the purchased product;

  • or any rights that cannot legally be limited under applicable law.

8. NEW INFORMATION OR A NEW CREATIVE DIRECTION

Our revision policy covers reasonable changes and corrections to the song originally ordered.

A revision does not necessarily include creating an entirely new song based on substantially different instructions.

For example, the following may be considered outside the scope of a free revision:

  • changing the recipient;

  • changing the occasion;

  • replacing the original story with a new story;

  • requesting a substantially different concept;

  • changing extensive information after the original song has been produced;

  • providing important information only after production that was not included in the original order.

In these situations, we may offer an additional revision, replacement or new production at our discretion.

9. TECHNICAL OR DELIVERY PROBLEMS

If you have trouble:

  • opening your song;

  • accessing your download;

  • receiving the delivery email;

  • downloading your files;

  • or playing the delivered audio file,

please contact:

support@getmelory.com

We will assist you with technical or delivery-related problems.

Technical support regarding access to a purchased song is not intended to disappear merely because the 30-day Satisfaction Period has expired. If you have a legitimate problem accessing a song you purchased, please contact us.

10. ABUSE OF THE SATISFACTION GUARANTEE

Our Satisfaction Guarantee is intended for genuine customers who have legitimate concerns about their personalized song.

Melory reserves the right, to the extent permitted by applicable law, to reject fraudulent or abusive claims, including attempts to:

  • obtain a personalized song without paying for it;

  • make a false claim that a product was not delivered;

  • repeatedly obtain refunds through misuse of the guarantee;

  • submit materially different instructions after receiving the completed song and characterize them as corrections;

  • abuse payment disputes or chargebacks;

  • otherwise misuse the Satisfaction Guarantee.

This provision does not restrict legitimate customer complaints, honest negative feedback or rights available under applicable consumer law.

11. REFUNDED SONGS

If Melory issues a full refund under the Satisfaction Guarantee, the license previously granted to use the refunded personalized song ends to the extent permitted by applicable law.

Following a full refund, the customer must not commercially exploit, publish for commercial purposes, sell, license or otherwise commercially use the refunded song.

Nothing in this section restricts rights that cannot legally be restricted.

12. HOW TO REQUEST A REVISION OR REFUND

To request assistance, a revision or a refund under this Policy, email:

support@getmelory.com

Please include:

  • your order number;

  • the email address used for your order;

  • a clear description of the issue;

  • and, for revision requests, the specific changes you would like us to make.

We will review the request and work with you toward an appropriate resolution.

13. APPLICABLE CONSUMER RIGHTS

This Policy describes Melory's voluntary Revision & Satisfaction Guarantee.

It does not exclude, restrict or replace consumer rights or remedies that cannot legally be waived under applicable law.

Where mandatory law gives you rights beyond those described in this Policy, those rights remain unaffected.

CONTACT

Melory
Heinrich-Seliger-Straße 5
60528 Frankfurt am Main
Germany

Website: https://getmelory.com

Customer Support:
support@getmelory.com