Refund Policy

Ordinary change of mind

Seller: LYRA EmpireX OÜ · Registry code 17611216 · Lepa tee 5-6, Loo alevik, Jõelähtme vald, Harju maakond, 74201, Estonia · lyra.song.support@gmail.com.

Once performance of a personalised digital order has begun, refunds are not provided merely because you changed your mind, no longer need it, or dislike the style or mood where the result conforms to the agreed order.

Problems with the result

LYRA first tries to repair or re-supply a conforming result within a reasonable time, free of charge and without significant inconvenience. If this is impossible, late, repeated, or the problem is serious, statutory price reduction or termination and reimbursement apply.

Non-delivery and duplicate charges

If the full song is not supplied for a technical reason and LYRA cannot fix it, the corresponding amount is refunded. An erroneous duplicate charge is refunded in full.

Timing and method

Where a refund is required by law, it is made without undue delay and no later than 14 days after the grounds for the refund arise, using the same payment method unless the consumer agrees to another method at no cost.

Mandatory consumer rights

The end of the ordinary 14-day withdrawal right does not remove mandatory consumer rights where digital content is defective, not supplied, or does not conform to the agreed order.

Questions and written complaints: lyra.song.support@gmail.com. We respond to a written complaint within 15 days. If the matter cannot be resolved within that period, we will explain the reason for the delay and provide a new reasonable response deadline. If a dispute falls within the competence of the Estonian Consumer Disputes Committee, a consumer may apply after an unsuccessful attempt to resolve it directly with LYRA. Customers in other countries retain mandatory rights and access to the competent ADR bodies and consumer authorities available to them.