Request a cancellation before production begins. Once custom work has started or deliverables have been supplied, the order is generally non-refundable and the confirmed revision terms apply instead.
How to request help
Email support@overtymenetwork.com with the customer name, order email, song or project title, selected service, and the reason for the request. We aim to acknowledge support requests within 1–2 business days.
One-time order cancellation
A one-time mix, master, cleanup, or promo order may be cancelled before Track Rescue begins custom production. Send the cancellation request as soon as possible. A cancellation is not complete until support confirms it in writing.
Once production has begun, source files have been processed, or a preview or final deliverable has been supplied, the order is generally no longer eligible for an automatic refund because custom labor has already been performed.
Refund eligibility
A refund may be approved when:
- an eligible order is cancelled before production begins;
- the customer was charged more than once for the same order;
- Track Rescue cannot provide the purchased service and no suitable alternative is accepted; or
- a refund is required by applicable law.
Dissatisfaction caused by unusable source files, a change in creative preference, missed customer responses, expired file links, or a request outside the confirmed service scope may be handled through revised scope or revision work instead of a refund.
Revisions
Included revisions depend on the purchased service or membership. Revision requests must stay within the confirmed project scope. New recordings, new arrangements, replacement beats, major direction changes, or added deliverables may require a new quote or order.
Approved refund processing
Approved refunds are initiated to the original payment method within 5 business days after written approval. Stripe and the customer’s bank or card issuer control when the credit appears, so final posting may take longer. Track Rescue does not issue card-payment refunds by cash, wire, gift card, or a different payment account.
Membership renewals and cancellation
Basic, Pro, and Elite memberships renew automatically at the selected monthly, quarterly, or annual interval until cancelled. To stop a future renewal, email support before the next scheduled charge and include the account email and membership name.
Cancellation stops future renewal charges after it is confirmed. Membership access and remaining included benefits continue through the current paid term. Partial billing periods are not prorated or automatically refunded unless required by law or confirmed in writing by Track Rescue.
Delivery timing
Support and project intake are normally acknowledged within 1–2 business days. Production timing is confirmed after usable source files, references, and instructions are received. Missing, private, expired, corrupted, or replacement files may delay the schedule. Track Rescue will communicate material delays when contact details are available.
Duplicate, unauthorized, or disputed charges
Contact support promptly if a charge appears duplicated, unauthorized, or inconsistent with the confirmed order. Provide the Stripe receipt or payment reference, order email, and a short explanation, but never send a full card number. Track Rescue will review available order and payment records and respond through the supplied contact channel.
Questions
Questions about this policy can be sent to support@overtymenetwork.com.