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For the pets who make ordinary days better.
Songhearted
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Our promise

Our 30-day Perfect Song Promise

You hear the start of your song for free before you pay, so you know the style, the voice and the feel before you buy. After you buy, our promise covers the things that are our job to get right. If we get one of them wrong, we’ll fix it free. If we can’t fix it, you get your money back.

What’s covered

Tell us within 30 days of your order if:

  • A name is wrong. Your pet’s name, nickname or a person’s name you gave us is misspelt in the lyrics, missing, or sung so it’s clearly not their name. (If the name is unusual, use the “How do you say their name?” box so we get it right first time.)
  • Something you told us is missing or wrong. A detail from your answers isn’t in the song, or it’s sung wrongly.
  • The full song doesn’t match your preview. It’s a different style, voice or language from the preview you heard.
  • It’s the wrong kind of song. For example, a memorial song that sounds like a birthday song, or a song from your pet when you asked for a song about them.
  • There’s a technical fault. The file won’t play or download, it cuts off early, or there’s an obvious glitch in the audio.
  • Your song doesn’t arrive. You haven’t got your download link within 24 hours of paying.

What’s not covered

  • Changing your mind, or not liking the style or voice you already heard in the free preview.
  • How someone reacts to a song you gave them as a gift.
  • Mistakes in the answers you gave us (for example, a name spelt wrong in the questionnaire) or details you didn’t include. Get in touch anyway: we’ll always try to help.

How to claim

  1. Contact us within 30 days of your order. Include your order number and what’s wrong, ideally with the time in the song (for example, “the name is wrong at 0:42”).
  2. We’ll make you a corrected song, usually within 2 working days. If the first fix isn’t right, we’ll try once more.
  3. If we still can’t get it right, or it can’t be fixed, we’ll refund you in full to your original payment method.

One claim per order. A corrected song replaces the original. If something’s wrong, please contact us before raising a dispute with your bank. It’s the quickest way to sort it out.

Your legal rights

This promise is in addition to your legal rights. It doesn’t replace or limit them. Under UK law, digital content must match its description, be of satisfactory quality and be fit for purpose.

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