Legal
Last updated: 16 June 2026
We want every Lasting Lyrics order to result in a song you're genuinely happy with. This policy explains honestly what we can and can't offer, and what we'll do if something isn't right.
Every song we produce is a bespoke, personalised product created specifically for your order. We do not offer refunds as a standard outcome — but we do take responsibility for putting things right if your song doesn't meet a reasonable standard.
Our approach to problems is always revision first. If something in your song doesn't feel right, your included revision rounds are there to fix it — and in most cases, that's all it takes.
Each song is created from scratch in response to your specific order. Unlike a physical product that can be returned or a digital product that can be resold, a personalised song has no value to anyone other than the person it was made for.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, bespoke personalised products are explicitly exempt from the standard 14-day cooling-off right. This applies to our songs, which are made to your specifications and are clearly personalised.
This isn't a policy designed to protect us from difficult customers — it reflects the nature of what we make. We begin production promptly because your delivery timeframe matters, and once work has begun, that time and effort cannot be recovered.
If you have paid for an order but have not yet submitted your completed questionnaire, please contact us as soon as possible at hello@lastinglyrics.co.uk.
In some circumstances — particularly if you contact us promptly and production has not yet started — we may be able to cancel your order and issue a full refund at our discretion. This is handled on a case-by-case basis and is not guaranteed.
If your delivered song doesn't feel right, here's what to do:
Reply to your delivery email with your feedback. Be as specific as possible about what you'd like changed — a lyric, a name, the tone, a particular line. We'll revise the song and redeliver it within a reasonable timeframe.
The number of revision rounds included depends on your package:
If you feel the song falls significantly short of what was reasonably expected given the brief you provided, and revisions have not resolved this, please contact us directly at hello@lastinglyrics.co.uk with a clear explanation of your concern.
We will review every complaint individually and fairly. Where we agree that the song does not meet a reasonable standard based on the information provided, we will offer one or more of the following:
We will always consider a refund request fairly in the following circumstances:
We will not consider a refund solely on the basis that you have changed your mind, that the song was not to your personal taste, or that the person the song was intended for did not enjoy it — these are inherent to the nature of creative, personalised products.
To raise any concern about your order, please email us at hello@lastinglyrics.co.uk with the following:
We will respond within 3 working days. We aim to resolve all complaints quickly and without unnecessary back-and-forth.
Nothing in this policy affects your statutory rights as a consumer under UK law, including your rights under the Consumer Rights Act 2015. If you believe a service was not delivered with reasonable care and skill, you retain the right to seek a remedy. We encourage you to contact us first before seeking external resolution — in our experience, direct communication resolves the vast majority of concerns quickly.
For any questions about this policy or to discuss a specific order, please get in touch:
Email: hello@lastinglyrics.co.uk
We aim to respond to all enquiries within 3 working days.