Refund Policy

1. Our Commitment to Satisfaction

At Lunar Echo Productions, we stand behind the quality of our audio production work. We are committed to delivering exceptional results that meet or exceed the specifications outlined in your Project Agreement. If something is not right, we want to make it right.

This Refund Policy outlines the circumstances under which refunds may be issued and the process for requesting one. Our goal is to ensure every client feels confident in their investment.

2. Refund Eligibility Timeline

Refund eligibility depends on the project stage at the time of the request:

• 01

  Before Work Begins — Full Refund

  If you cancel your project before any production work has commenced, you are entitled to a 100% refund of your deposit. Work is considered "commenced" once we have begun editing, mixing, or processing your audio files.

• 02

  During Production — Partial Refund

  If you cancel after work has begun but before delivery of the first draft, you are entitled to a 50% refund of your deposit. The retained portion covers the time, resources, and effort already invested in your project.

• 03

  After First Draft Delivery — Revision-Based Resolution

  Once the first draft has been delivered, refunds are generally not available. Instead, we will work with you through the agreed revision rounds to address any concerns. If, after exhausting all revision rounds, the deliverables still do not meet the specifications in the Project Agreement, a partial refund of up to 30% may be considered on a case-by-case basis.

• 04

  After Final Delivery — No Refund

  Once final files have been delivered and approved by the Client, the project is considered complete. No refunds will be issued after final sign-off. This ensures clarity and closure for both parties.

3. Service-Specific Refund Details

Podcast Episode Structuring. If we fail to deliver the agreed episode structure or timeline plan within the specified deadline (excluding Client-caused delays), a full refund of the structuring fee may be requested.

Voice & Dialogue Audio Enhancement. Quality concerns must be raised within 7 days of first draft delivery. We will re-process the audio at no additional cost. If the re-processed version still does not meet specifications, a partial refund may apply.

Audio Formatting. If exported files do not meet the specified platform requirements (e.g., incorrect LUFS levels, wrong format), we will re-export at no charge. Refunds are only considered if the error is not correctable.

Audio Content Packaging. For written content (show notes, transcripts), revisions are unlimited within 14 days of delivery. After 14 days, the project is considered complete.

4. Non-Refundable Circumstances

Refunds will not be issued under the following circumstances:

• The Client provided incomplete, corrupted, or unusable audio files that prevented quality output
• The Client failed to communicate or provide feedback for more than 21 consecutive days
• The Client changed the project scope or creative direction after work had commenced without a revised agreement
• Dissatisfaction based on subjective creative preferences not specified in the original Project Agreement
• Third-party issues beyond our control (e.g., platform rejection due to content policy violations)
• Force majeure events as defined in our Terms of Service

5. How to Request a Refund

To initiate a refund request, please follow these steps:

1. Send an email to general@lunarechoproductions.com with the subject line: "Refund Request — [Project Name]"
2. Include your full name, project reference number (if available), and a detailed explanation of the reason for the refund request
3. Attach any relevant documentation, including the original Project Agreement and examples of the concerns
4. Allow up to 5 business days for our team to review your request and respond

We take every refund request seriously. Our team will carefully evaluate your situation against this policy and the terms of your Project Agreement. We may request additional information or a call to discuss your concerns before making a determination.

6. Refund Processing

Approved refunds will be processed as follows:

• Refunds are issued to the original payment method used for the deposit or invoice
• Processing time is typically 5–10 business days after approval
• Bank transfer refunds may take additional time depending on the financial institution
• A refund confirmation email will be sent once the refund has been initiated

7. Dispute Resolution

If you are not satisfied with the outcome of your refund request, we encourage you to escalate the matter by requesting a call with a senior team member. We are committed to resolving disputes amicably and fairly. If an agreement cannot be reached, disputes will be handled in accordance with the governing law and dispute resolution provisions in our Terms of Service.

8. Changes to This Policy

Lunar Echo Productions reserves the right to update this Refund Policy at any time. Changes will be posted on this page with an updated effective date. The policy in effect at the time of your Project Agreement will apply to your project.

9. Contact for Refund Inquiries

For any questions about this Refund Policy, to check the status of a refund request, or to discuss concerns about your project, please contact us using the information below.