Cancellation and Complaints Policy

1. Purpose

This Policy explains how a client may cancel or reschedule a project, how fees and refunds are assessed, and how service complaints are reviewed. It applies to music arrangement, track editing, instrumental composition support, audio mix preparation, and related deliverables accepted by Rhythlira Studios.

Every project can involve a different production schedule and amount of reserved time. The applicable estimate, statement of work, and invoice should therefore be read with this Policy. A project document may provide more specific terms. Mandatory rights that cannot legally be limited remain unaffected.

2. Before a project is accepted

An inquiry, website form interaction, or request for an estimate can be withdrawn at any time before an engagement is accepted. No cancellation fee applies if no contract has been formed, no production time has been reserved, no third-party commitment has been made, and no paid diagnostic or preparatory work has been authorized.

The project brief modal supplied with the website does not transmit or store entries. Completing it creates no engagement and no payment obligation. A project is accepted only when the material terms have been confirmed in writing and any required initial payment has been received.

3. How to request cancellation

A cancellation request should be sent in writing to the project email and should include the client name, project name, estimate or invoice number, requested effective date, and a short explanation. The effective time is when the written request is received, not when it was drafted or discussed informally.

Before sending a cancellation, the client should preserve copies of supplied materials and previously delivered files. Access to temporary transfer links may expire according to the original delivery terms.

4. Cancellation before work begins

If cancellation is received after project acceptance but before substantive work begins, the studio will review whether production time was reserved, project setup or analysis was performed, or non-recoverable expenses were incurred. Any refund will be the amount paid minus:

• the reasonable value of authorized analysis, preparation, file organization, administrative setup, or other work already completed;
• non-refundable payment processing charges where lawful;
• approved third-party or special procurement costs that cannot be recovered; and
• any clearly disclosed reservation or cancellation amount included in the project document.

A deposit is not automatically forfeited merely because it is called a deposit. It is applied in accordance with the written project terms, completed work, reserved capacity, non-recoverable commitments, and applicable law.

5. Cancellation after work begins

If work has begun, the client is responsible for work performed through the effective cancellation date, approved expenses, and other non-cancellable commitments. The studio will provide a good-faith accounting against amounts already paid. If the value due is less than the amount paid, the refundable balance will be returned. If the value due exceeds the amount paid, the remaining amount will be invoiced.

Partially completed drafts and working files are not automatically deliverable. The studio will identify which usable materials, if any, can be supplied after outstanding amounts are paid and subject to the applicable rights terms. No license or ownership transfer arises for unpaid work.

6. Cancellation near delivery or after approval

Where the agreed work has been substantially completed, presented for final approval, or delivered, cancellation generally does not remove the payment obligation. A client may still report a technical defect, failure to follow the approved specification, or other service complaint under the process below. A change of taste, strategy, personnel, release plan, or intended use after approved work has been completed is not by itself a service failure.

7. Rescheduling and pauses

A written request to reschedule will be considered in light of current production capacity. The studio will try to accommodate one reasonable scheduling change when sufficient notice is given, but the original production slot cannot be guaranteed. An expedited deadline or repeated rescheduling may require a revised fee.

If the client fails to provide files, decisions, feedback, or payment by the agreed date, the project may be paused. The delivery date moves by at least the length of the client delay and may move further if the original slot is no longer available. After 30 days without the required client action, the project may be marked inactive. Restarting depends on availability and may require an updated quote or restart fee.

8. Studio cancellation or inability to perform

The studio may cancel or suspend a project because of nonpayment, unlawful or unauthorized material, abusive conduct, security concerns, conflict, prolonged client delay, force majeure, illness, technical failure, or another circumstance that makes responsible completion impracticable. If the studio cancels for reasons not caused by the client, it will provide a fair accounting and refund unearned prepaid amounts. Where practical, completed and paid-for usable deliverables will be supplied.

If the cancellation results from the client's material breach, the client remains responsible for completed work, reserved time where enforceable, and non-recoverable commitments.

9. Refund timing and method

Once a refund amount is agreed or finally determined, the studio will initiate it within 10 business days using the original payment method where reasonably possible. Banks and payment processors may require additional time to post the credit. If the original method is unavailable, a reasonable alternative may be arranged after identity and payment details are verified.

Refunds are made in the currency originally received unless the payment provider requires otherwise. Exchange-rate movement, intermediary bank charges, or fees imposed by the client's provider are outside the studio's control.

10. What is a complaint

A complaint is an expression of dissatisfaction requiring a response about the studio's service, conduct, billing, communication, handling of materials, delivery, or compliance with an agreed specification. A normal revision request within the approved brief is not treated as a formal complaint unless the client asks for formal review or the issue cannot be resolved through ordinary project communication.

Examples appropriate for the complaint process include an unexplained invoice discrepancy, missed written requirement, inaccessible delivered file, material technical defect, mishandling of confidential project information, or unresolved conduct concern.

11. How to submit a complaint

A complaint should be sent in writing and include:

• the complainant's name and relationship to the project;
• the project name and estimate or invoice number;
• a clear description of the issue and the date it occurred;
• the relevant written requirement, approval, message, timestamp, or file version;
• the practical outcome requested; and
• any accessibility or communication need relevant to the response.

Do not send passwords, full payment card information, or unrelated identity documents. Large audio evidence should be provided only through an agreed secure transfer method.

12. Complaint review stages

13. Possible outcomes

Depending on the facts and applicable agreement, an outcome may include an explanation, correction of an administrative record, re-delivery of a file, reasonable technical correction, completion of omitted in-scope work, additional revision by agreement, fee adjustment, partial or full refund, revised schedule, process improvement, or a finding that the original delivery complied with the approved scope.

No outcome will require the studio to infringe another person's rights, provide unlawful material, perform work outside professional competence, or grant rights not included in the paid agreement.

14. Chargebacks and payment disputes

A client should use the complaint process before initiating a chargeback so the studio has a reasonable opportunity to investigate and resolve the issue. This request does not remove any non-waivable right to dispute a payment. If a chargeback is filed, the studio may provide the payment provider with the estimate, invoice, approvals, communications, delivery records, and other information reasonably necessary to respond.

15. No retaliation and recordkeeping

A good-faith complaint will not result in retaliation. The studio may set reasonable communication boundaries where messages are threatening, discriminatory, abusive, repetitive, or unrelated to resolving the issue. Complaint and cancellation records may be retained for accounting, legal compliance, service improvement, insurance, fraud prevention, and dispute management under the Privacy Policy.

16. Governing principles

This Policy is administered reasonably and in good faith under the applicable project agreement and the laws of the State of Colorado, subject to mandatory rights in another jurisdiction. If a provision is unenforceable, the remaining provisions continue to apply. A failure to enforce a term once does not waive it for another matter.