Return & Refund Policy

1. Nature of Services

DarkSyde Entertainment Studios provides custom audio production services including recording, mixing, mastering, and production work. These are:

• Custom-created based on your specific requirements
• Time and labor-intensive creative services
• Digital products delivered electronically
• Personalized to your artistic vision

Due to the custom nature of our work, traditional product return policies do not apply. Once services are rendered or work begins, they cannot be "returned" in a traditional sense.

2. Non-Refundable Items

The following are non-refundable under all circumstances:

• Booking Deposits: All session deposits are non-refundable to secure your time slot
• Completed Services: Once services are delivered and approved, no refunds available
• Studio Time: Booked studio time that has been used cannot be refunded
• No-Shows: Missed appointments without 48-hour notice forfeit all payments
• Digital Products: Downloaded files, stems, or masters cannot be returned
• Gift Cards: Gift cards are non-refundable once purchased

3. Cancellation Policy

Before Work Begins:

• 48+ Hours Notice: Cancel session and retain deposit as credit for future booking
• 24-48 Hours Notice: 50% deposit forfeiture, remainder as credit
• Less than 24 Hours: Full deposit forfeiture, no credit issued
• No-Show: Full payment charged, no credit or refund

After Work Begins:

• Once project work has started, cancellation results in charges for work completed
• Partial refunds may be considered based on project progress
• Minimum charge applies for any project setup and initial work

4. Refund Eligibility

Refunds may be considered in the following limited circumstances:

Technical Failures:

• Equipment malfunction preventing session completion
• File corruption or loss before delivery (within 90-day storage period)
• Failure to meet technical specifications after multiple attempts

Service Non-Delivery:

• We fail to deliver services within agreed timeframe without valid reason
• Services not rendered as described in booking agreement
• Engineer no-show or last-minute cancellation by studio

Exceptional Circumstances:

• Medical emergency with documentation
• Studio closure due to emergency or natural disaster
• Mutual agreement that project cannot be completed

5. Partial Refunds

In certain situations, partial refunds may be offered:

• Unused Session Time: If you book multiple hours but use significantly less, we may credit unused time
• Project Scope Reduction: If project scope is reduced before substantial work begins
• Quality Issues: If final product has technical defects we cannot resolve
• Service Downgrade: If you request lower tier service after booking higher tier

Partial refund amounts are determined on a case-by-case basis and are at our sole discretion.

6. Credit Alternative to Refunds

In many cases, we offer studio credit as an alternative to refunds:

• Credit Value: Typically equal to or greater than refund amount
• Validity Period: Credits valid for 12 months from issue date
• Transferable: Credits can be transferred to another client with approval
• Flexible Use: Apply credit to any services (recording, mixing, mastering, etc.)

Studio credit provides more value and flexibility than cash refunds in most situations.

7. Refund Request Process

To request a refund or credit, follow these steps:

1. Contact Us: Email [email protected] within 7 days of service delivery
2. Provide Details: Include booking reference, service date, and detailed reason for refund request
3. Submit Evidence: Provide documentation supporting your claim (technical issues, etc.)
4. Wait for Review: Allow 3-5 business days for review and response
5. Resolution: We will propose resolution (refund, credit, re-work, etc.)

Processing Time: Approved refunds processed within 10 business days to original payment method.

8. Dispute Resolution

If you are unsatisfied with our services, we encourage you to contact us first:

• Communication: Discuss concerns openly before requesting refund
• Revisions: We offer unlimited mix revisions to achieve satisfaction
• Consultation: Schedule call to discuss issues and potential solutions
• Alternative Solutions: Consider credit, re-work, or service modification before refund

Most disputes can be resolved through communication and good-faith effort from both parties.

9. Chargeback Policy

⚠️ Important: Filing a chargeback with your credit card company without first attempting to resolve the issue with us may result in:

• Immediate termination of all active projects
• Loss of access to project files and deliverables
• Ban from future bookings
• Legal action to recover costs and damages

Please contact us directly before initiating any chargeback. We are committed to fair resolutions and will work with you in good faith.

10. Gift Card Refund Policy

No Refunds: Gift cards are non-refundable and cannot be redeemed for cash.

Gift Card Terms:

• Valid for 12 months from purchase date
• Can be transferred to another recipient
• No expiration extensions or replacements for lost cards
• Balance cannot be split across multiple recipients
• Unused balance forfeited after expiration

11. Package and Bundle Refunds

For multi-session packages or bundled services:

• Unused Sessions: May be eligible for prorated refund if package cannot be completed
• Partial Completion: Refund calculated based on per-session rate vs. package discount
• Package Transfers: Packages can be transferred to another client with approval
• Expiration: Package expiration dates are firm; no refunds for expired packages

12. Client Responsibilities

To maintain eligibility for any refund consideration:

• Arrive prepared and on time for sessions
• Provide clear feedback and direction during revisions
• Respond to communications within reasonable timeframes
• Review and approve work promptly
• Notify us immediately of any technical issues
• Maintain respectful communication with staff

Failure to meet these responsibilities may void refund eligibility.

13. Special Circumstances

We understand that exceptional circumstances arise:

• Medical Emergencies: Documentation required; credit typically offered
• Natural Disasters: Force majeure events handled case-by-case
• Military Deployment: Active duty orders may qualify for exception
• Death in Family: Compassionate consideration with documentation

Contact us immediately if special circumstances arise. We will work with you to find a fair solution.