Refund policy

1. Who this policy is for

This policy applies to the plan fees and one-off services you buy from Stillmore Group, a company registered in England and Wales ("Stillmore Group", "we", "us"). It sits alongside our terms of service and your distribution agreement. Royalties, commission, advances and recoupment are governed by your distribution agreement, not by this policy.

Online payments are processed by Paddle.com, our reseller and merchant of record. Paddle takes the payment, issues the invoice and sends approved refunds back to the payment method you used. Paddle's buyer terms also apply to your purchase.

2. Your first payment: 14 days

You can ask for a full refund of the first payment for a plan within 14 days of that payment, as long as no release has been delivered to any store under the plan and no paid one-off service has been started.

Distribution is a service that starts when we deliver your music. By submitting a release for delivery you ask us to start the service straight away. Once a release has been delivered, the first payment is no longer refundable, except where the law gives you a right to a proportionate refund.

3. Renewals

Plans renew automatically at the end of each monthly or yearly period until you cancel. You can cancel at any time; cancelling stops the next renewal, and the plan stays active until the end of the period you have already paid for.

• Monthly renewals are not refundable.
• Yearly renewals can be refunded in full if you ask within 14 days of the renewal payment and no release has been delivered and no paid service used since that renewal.

4. What is not refundable

To keep prices fair for everyone, and because much of what you pay for is passed on or used up at once, the following are not refunded:

• Part periods. Cancelling, downgrading or closing your account part-way through a period does not give a refund or credit for the time left.
• Used services. Fees for a period in which a release was delivered to the stores, and one-off services once work on them has started (for example review, delivery, promotion or set-up work).
• Costs paid to others. Amounts we pay to third parties on your behalf, such as cover song licences, mechanical licences, store or registration fees, are not refundable once paid.
• Unused allowances. Releases, artists or labels your plan allows but you did not use.
• Store decisions. A store declining, delaying, removing or not featuring a release does not make a fee refundable. Stores decide what they carry, independently of us.
• Takedowns you ask for. Taking releases down, moving your catalogue to another distributor or ending your agreement early.
• Accounts closed for a breach. If we suspend or close an account because of fraud, artificial or manipulated streams, infringing content, misleading metadata, abuse of our staff or another serious breach of the terms of service or your agreement, fees already paid are not refunded.
• Commission. Commission taken from royalties under your distribution agreement.

5. Changing plan

When you move to another plan, any charge or credit for the rest of the current period is shown before you confirm the change. Apart from that, a plan change does not lead to a refund.

6. When we get it wrong

If we charge you twice, charge you after you cancelled in time, or charge the wrong amount, we refund the amount charged in error in full. If we cannot provide the service you paid for because of a fault on our side, we refund the affected part of the fee or extend your plan at your choice.

7. How to ask for a refund

Open a support ticket from Help in your workspace, or write to legal@stillmoregroup.com from the address on your account. Tell us the organisation, the invoice or receipt number and why you are asking. We aim to reply within five working days. Approved refunds are paid by Paddle to the original payment method; how long they take to appear depends on your bank or card issuer. You can also reach Paddle about a payment it processed at paddle.net.

8. Chargebacks

Please talk to us before disputing a payment with your bank or card issuer: most problems are solved faster that way. If you open a chargeback for a payment that was due under this policy, we may pause deliveries and payouts on the account while the dispute is open, take down releases delivered under the disputed payment, and, where your agreement and the law allow, recover the disputed amount and the fees the dispute costs us from your balance or future royalties. A chargeback decided in our favour is treated as an unpaid invoice.

9. After a refund

A refunded plan ends when the refund is made. Releases delivered under it may be taken down, and features that depend on the plan stop. We may decline a refund, or further purchases, where we see a pattern of buying and refunding the same service.

10. Your statutory rights

If you buy as a consumer, nothing in this policy takes away the rights you have under the law of England and Wales, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Labels, companies and anyone buying for a business do not have a statutory cancellation right; for them, refunds are available only as set out in this policy.

11. Changes and law

We may update this policy; the version in force when you paid applies to that payment. This policy is governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction, without taking away any right a consumer has to bring a claim where they live.