Refund & Request Policy

Overview

This policy explains when refunds may be available for paid activity on Songsi, including song requests, boosts, dedications, tips, and bookings. Because Songsi features are interactive digital services delivered in real time, refund eligibility is limited and situation-specific.

Paid Song Requests and Boosts

Performed request. If the requested song is performed during the applicable Songsi Live Session, the request is considered fulfilled and is not eligible for refund.

Unperformed paid request. If a paid song request is not performed during the applicable Songsi Live Session (whether the artist skipped it during the set or it remained in the queue when the session ended), Songsi will notify the fan and give the fan two explicit options:

• Support the Artist Instead. The fan must affirmatively select this option. When selected, Songsi refunds the unfulfilled request payment (Stripe refund plus any Connect transfer reversal) and separately invites the fan to authorize a new, voluntary tip transaction to the artist. The tip and the refunded request are recorded as separate ledger entries — Songsi does not reclassify the request payment as a tip. If the fan abandons the tip authorization, the refund still stands.
• Refund My Request. Receive a refund of the unfulfilled request payment to the fan's original payment method.

24-hour auto-refund. If the fan does not affirmatively make a selection within 24 hours after being presented with the choice, Songsi will automatically initiate a refund of the unfulfilled request payment to the fan's original payment method.

Platform fees and artist earnings on refunded requests. Songsi platform fees and the artist's request earnings are not retained on refunded requests. Where the transaction was routed through Stripe Connect, Songsi reverses the related destination transfer and any application fee on the underlying charge so the artist's payout is adjusted accordingly. Third-party payment processing fees may or may not be recoverable in accordance with the processor's policies.

Session cancelled or artist no-show. If the live session is cancelled or the Artist fails to appear, all paid requests submitted for that session are treated as unfulfilled under the process described above.

Tips and Dedications

Tips and dedications are generally final once submitted. Refunds may be issued in limited circumstances such as duplicate charges, verified fraud, or platform error.

Technical Failures

If a paid feature was not delivered due to a verified Songsi technical failure (for example, the request never reached the Artist queue), Songsi will refund the affected transaction.

Bookings

Booking refunds are governed by the cancellation window disclosed at checkout and by the Booking Terms. In general, cancellations closer to the performance date may result in partial or full forfeiture of amounts paid.

Chargebacks

We encourage users to contact Songsi support before initiating a chargeback. Initiating a chargeback without first contacting support may delay resolution and may result in account restrictions.

How to Request a Refund

Refund requests may be submitted through Songsi support with the transaction receipt, session date, and a description of the issue. Requests are generally reviewed within a reasonable time.

Fees on Refunded Transactions

Where the platform fee or processor fees are not refundable to Songsi, they may not be included in the refunded amount. This is described in the Payment & Payout Terms.

Statutory Rights

Nothing in this policy limits any non-waivable consumer rights you may have under applicable law.