Returns & Refunds Policy
Last updated: January 1, 2025
We want every purchase on DeepWaves to be a great experience. This policy explains your rights and options if something goes wrong with your order.
Quick Summary
- Digital downloads are final sale once accessed — exceptions for corrupted files or billing errors
- Event tickets: full refund if event is cancelled; organizer policy applies for postponements
- Monthly subscriptions: cancel anytime, access continues to end of billing period
- Physical merch: 30-day returns for unused, unopened items
- Promotional slots: non-refundable once live; credits issued for technical failures
- Contact support@deepwaves.fm for all refund requests
Table of Contents
- 1. Overview
- 2. Digital Downloads (Releases, Tracks & Sample Packs)
- 3. Stem Licenses
- 4. Event Tickets
- 5. Subscriptions (Pro, Promoter, Label Plans)
- 6. Physical Merchandise
- 7. Record Pool Access
- 8. Promotional Slots & Advertising
- 9. How to Request a Refund
- 10. Chargebacks & Disputes
- 11. Changes to This Policy
- 12. Contact Us
1. Overview
DeepWaves operates as a digital music marketplace connecting independent artists and labels with listeners and DJs worldwide. Because our products are digital in nature — music downloads, sample packs, stems, and event tickets — our returns and refunds policy reflects the unique characteristics of digital goods. Please read this policy carefully before making a purchase.
2. Digital Downloads (Releases, Tracks & Sample Packs)
All digital music purchases — including individual tracks, full releases, EPs, albums, and sample packs — are final sale once the download has been initiated or the file has been accessed. Because digital files can be copied and retained after download, we are unable to offer refunds on completed digital purchases in most circumstances. Exceptions may be granted at our sole discretion in the following cases: (a) the file was corrupted or unplayable and the artist or label is unable to provide a working replacement within 5 business days; (b) you were charged multiple times for the same item due to a technical error; (c) the content delivered was materially different from what was described at the time of purchase.
3. Stem Licenses
Stem license purchases are non-refundable once the license has been granted and the stem files have been made available for download. If you purchased a stem license and have not yet downloaded the files, you may request a cancellation within 24 hours of purchase by contacting our support team. Custom stem requests that have been fulfilled by the artist are non-refundable under any circumstances.
4. Event Tickets
Event ticket refund eligibility depends on the event organizer's individual policy, which is displayed on each event page before purchase. As a general rule: (a) if an event is cancelled by the organizer, you are entitled to a full refund of the ticket price; (b) if an event is postponed, you may request a refund within 14 days of the postponement announcement; (c) if you are unable to attend for personal reasons, refunds are subject to the organizer's stated policy. DeepWaves service fees are non-refundable in all cases. Refunds for eligible event tickets will be processed to your original payment method within 5–10 business days.
5. Subscriptions (Pro, Promoter, Label Plans)
Artist subscription plans (Pro, Promoter, Label) are billed monthly or annually. Monthly subscriptions may be cancelled at any time; your access continues until the end of the current billing period and no partial refunds are issued for unused days. Annual subscriptions may be eligible for a pro-rated refund within 14 days of the initial purchase if you have not used any paid features during that period. After 14 days, annual subscriptions are non-refundable but may be cancelled to prevent future renewal. Trial periods, if offered, are non-refundable once converted to a paid plan.
6. Physical Merchandise
Physical merchandise sold through the DeepWaves shop is subject to a separate returns policy. You may return unused, unopened physical items within 30 days of delivery for a full refund of the item price (excluding original shipping costs). Return shipping costs are the responsibility of the buyer unless the item arrived damaged or defective. To initiate a merchandise return, contact our support team with your order number and reason for return. Damaged or defective items must be reported within 7 days of delivery with photographic evidence. We will arrange a replacement or full refund at no additional cost for verified defective items.
7. Record Pool Access
Record pool access fees are non-refundable once access has been granted and download links have been issued. If you were charged for a pool that was subsequently cancelled by the artist before you accessed any content, you are entitled to a full refund. Partial refunds for unused pool slots are not available.
8. Promotional Slots & Advertising
Promotional slot purchases (homepage banners, featured placements, newsletter inclusions, etc.) are non-refundable once the promotion has gone live. If a technical error prevented your promotion from displaying as scheduled, we will either re-run the promotion at no charge or issue a credit toward a future booking. Promotional credits do not expire and may be applied to any future promotional purchase.
9. How to Request a Refund
To request a refund, please contact our support team through the Contact page or email support@deepwaves.fm within the applicable timeframe. Include your order number or transaction ID, the item(s) for which you are requesting a refund, and a brief explanation of the reason. We aim to respond to all refund requests within 2 business days. Approved refunds are processed to your original payment method and typically appear within 5–10 business days depending on your bank or card issuer.
10. Chargebacks & Disputes
We encourage you to contact us directly before initiating a chargeback with your bank or card issuer. Unauthorized chargebacks may result in suspension of your DeepWaves account pending investigation. If a chargeback is filed, we reserve the right to provide transaction records and evidence to the relevant payment processor. Accounts with a history of fraudulent chargebacks may be permanently banned from the platform.
11. Changes to This Policy
We may update this Returns & Refunds Policy from time to time to reflect changes in our services or applicable law. Material changes will be communicated via email or a prominent notice on the platform. Your continued use of DeepWaves after such changes constitutes acceptance of the updated policy.
12. Contact Us
If you have questions about this policy or need assistance with a return or refund, please contact us at support@deepwaves.fm or through our Contact page. Our support team is available Monday through Friday, 9am–6pm EST.
Need help with a return or refund? Our support team is here for you.