Refund policy

Refund Policy

Last updated: 08 April 2026

Because our products are digital downloads, our refund policy is different from a policy for physical goods.

1. General position on digital products

Once a digital product has been delivered or made available for download, we do not usually offer refunds for change of mind, accidental purchase, or where you later decide you no longer need the item.

2. Faulty, inaccessible, or misdescribed products

If a product is faulty, corrupted, inaccessible, materially not as described, or does not perform as reasonably expected, please contact us and we will work to fix the issue.

Depending on the circumstances, that may include:

• providing a fresh file or replacement download;

• correcting the product;

• offering an alternative file or format where reasonable;

• issuing a full or partial refund where appropriate.

Nothing in this policy affects your statutory rights in relation to faulty digital content. UK law gives consumers rights where paid digital content is not of satisfactory quality, fit for purpose, or as described. 

3. Duplicate purchases

If you accidentally purchase the same product more than once, contact us as soon as possible. Where we can verify the duplicate order, we will usually refund the duplicate purchase.

4. Products not yet downloaded

If you purchased a product but have not downloaded or accessed it, contact us promptly. We may, at our discretion, offer a refund in appropriate cases.

5. Song rights and licensing

Refunds will not usually be given because your church or organisation does not hold the necessary rights or licences for the underlying song, where this was not included with the product purchase.

We make clear on our product pages and terms that purchase covers the visual/video asset only, not the underlying song rights.

6. Custom or commissioned work

Custom, commissioned, or made-to-order work is generally non-refundable once work has started, except where required by law or where we agree otherwise in writing.

If a custom project is cancelled after work has begun, we may retain or charge for the work completed up to that point.

7. How to request help

To request support or a refund review, email:

hello@talesoft.digital

Please include:

• your order number;

• the product name;

• the email address used for the purchase;

• a short explanation of the issue.

We may ask for screenshots, playback details, or other information so we can resolve the problem quickly.

8. Processing refunds

If a refund is approved, it will be issued to your original payment method where possible.