Legal
Last updated: 12 June 2026
We want you to be delighted with your song. This policy explains your rights to cancel an order, when refunds are available, and what happens if something isn't right with your finished song.
Every song we create is a bespoke item, made to your specification using the personal details, story and preferences you provide. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day "cooling off" period for online purchases does not apply to goods made to a customer's specification or clearly personalised — which includes the personalised songs we create.
By placing an order, you expressly request that we begin work on your song immediately, and you acknowledge that your right to cancel may be lost once production has begun. At checkout, you will be asked to confirm that you understand and agree to this — your confirmation forms part of your order and is recorded as part of the order process.
If you change your mind very shortly after placing your order — before we have begun work on your song — please contact us as soon as possible. If production has not yet started, we will cancel your order and provide a full refund.
Because you have asked us to begin work immediately upon order, and because we aim to begin work on orders promptly, this window may be very short or may not be available at all. Contacting us immediately after ordering gives us the best chance of being able to offer a full refund at this stage.
Once we have begun composing, arranging or producing your song, we are unable to offer a refund for a simple change of mind, as the work is bespoke and cannot be resold or reused for another customer.
If you need to cancel an order after production has begun due to exceptional circumstances, please contact us — we will consider requests on a case-by-case basis, but any refund offered at this stage will be at our discretion and may reflect the work already completed.
If your finished song doesn't match the details and preferences you provided, or you feel it doesn't reflect your brief, please let us know. Your package includes revision rounds (as set out at the point of ordering), and we will work with you to address reasonable concerns through revisions.
If, after revisions, you remain unhappy and we are unable to resolve the issue, please contact us to discuss this — we consider such cases individually and aim to find a fair resolution.
This policy does not affect your right to a song of satisfactory quality, as fits its description, and fit for purpose, under the Consumer Rights Act 2015.
If you do not receive your finished song within a reasonable time beyond the estimated delivery timeframe for your package, and this is not due to an issue with the email address or details you provided, please contact us. If we are unable to deliver your song, you will be entitled to a full refund.
To request a cancellation or refund, please email us with your order details (name, email used for the order, and order reference if available) as soon as possible. We aim to respond to all requests within one business day.
Email: hello@lastinglyrics.co.uk
Approved refunds will be issued to your original payment method, typically within 5–10 business days, depending on your bank or card provider.
Nothing in this policy affects your statutory rights as a consumer under UK law, including your rights under the Consumer Rights Act 2015 in relation to goods that are faulty, not as described, or not fit for purpose.
If you have any questions about this policy before placing an order, please get in touch — we're happy to talk through anything before you order.
Email: hello@lastinglyrics.co.uk