Refunds & credits policy

We don’t mark a paid output as complete until it passes post-render verification — LUFS, true peak, duration, channels, decode and checksum. If something goes wrong, we’d rather refund or rerun than ship a bad master. This page describes how that works in practice.

The following cases are automatic — no support review required:

• Payment taken but the render fails and can’t be recovered.
• Duplicate charge caused by a payment or webhook error.
• Output is corrupted or fails verification and no valid rerender can be delivered.
• Defined timeout or service outage beyond our stated SLA.

If you’re unhappy with a paid result on a source that was within our acceptance criteria, you get one free rerender to a different preset or with updated notes. If you remain unhappy after the rerender, reach out — credits and partial refunds are applied on a case-by-case basis after a quick support review.

Where major source warnings (clipping, severe limiting, phase issues, mono-in-stereo) are shown clearly before payment and the customer acknowledged them and proceeded anyway, those specific issues are not refundable. We’ll always rerender on a different preset at no charge under the dissatisfaction pathway above.

Stem Mixing, Mix & Master, AI Track Finishing and custom productions include the revision rounds stated on the service page. Refunds on those services are handled via support review — we’re generous on verification failures, duplicate charges or clear service errors; we’re firmer on dissatisfaction after all revision rounds have been used inside a scope the client signed off.

Email aden@echoforte.com with your track ID (for mastering) or order reference. We respond within one business day.