Draft for review. This page is a working draft prepared for product review. It must be reviewed and approved by qualified legal counsel before launch, and it is not legal advice.
When a deal does not go to plan
Refunds & disputes
We review disputes on the evidence recorded in the transaction. Outcomes depend on the facts and the policy in force at the time.
Last updated 21 October 2026
Raising a dispute
A buyer or creator can open a dispute from an order where there is a payment problem, non-delivery, a materially misleading listing or a disagreement about what was agreed.
Include what you expected, what happened, and any supporting messages or files. We may ask both parties for information before deciding.
Possible outcomes
Depending on the evidence, we may ask the creator to deliver, arrange a full or partial refund, release funds, or close the dispute with no action. We record the decision and the reasons.
Where a refund is approved, the provider's own processing times apply. Commission treatment on refunds is recorded consistently and shown in the financial records.
Chargebacks
If you raise a chargeback with your bank or card issuer, we may pause the marketplace process while the payment provider investigates. Chargebacks are tracked separately from marketplace disputes.
Time limits
Report a delivery problem as soon as you become aware of it. Final time limits and appeal rights will be confirmed before launch following legal and provider review.
The principle behind all of this
SongFound facilitates the commercial connection; the parties determine the terms of their deal. We record what was agreed. We do not certify the rights involved.