Refund Policy

STATEMENT:

UMW will resolve cancellation and refund requests through a documented assessment of:

• the type of Client;
• the applicable Territory;
• the actual state of performance;
• the nature of the Service;
• the reason asserted;
• mandatory rights that cannot be excluded.

The person requesting the refund is referred to as the “Requester.” The purchase, subscription, or Service identified in the receipt is referred to as the “Transaction.”

Cancellation and Refund Decision

Before deciding a request, UMW must answer:

1. Which Order and item were paid for?
2. What verifiable work began or was completed?
3. Does a legal right, error, Duplicate Charge, disclosed external cost, or breach exist?

The outcome is determined using evidence from the case. There is no automatic no-refund statement that applies to every purchase. This Policy applies to amounts paid for UMW plans, Add-Ons, and work.

It does not:

• convert an artist’s royalties into a refund;
• replace the negotiated terms of a white-label agreement;
• replace an API agreement;
• replace an advance agreement;
• replace a Publishing Order.

‍FIRST.— CASE RFD-01 · THERE IS NO AUTOMATIC NO-REFUND RULE.

UMW reviews what was purchased and what work was performed. Creating an Account or accessing UMW Core does not, by itself, mean that the entire Service was consumed.

The decision considers:

• purchase date;
• type of Client;
• accepted Order;
• legal right;
• actual status of the work;
• delivery to a DSP;
• feature used;
• disclosed external costs;
• error or Duplicate Charge;
• reason for cancellation;
• possible payment fraud.

‍SECOND.— CASE RFD-02 · CONSUMERS IN ECUADOR.

When Article 45 of the Organic Consumer Protection Law applies, a Consumer may exercise the right of return or exchange within fifteen (15) days after receipt, provided that the nature of the good or Service permits it.

For Services, the right is exercised through immediate termination of the agreement.

UMW will not impose:

• a credit note;
• another plan;
• another Service;

instead of returning money that must legally be refunded, unless the Consumer freely chooses that alternative. Application to a digital Service depends on its nature and state of performance. This Policy does not reduce any greater protection applicable in another country.

‍THIRD.— CASE RFD-03 · WHEN DISTRIBUTION WORK BEGINS.

Work may begin when a specific action occurs, including:

• human review of audio, cover artwork, or Metadata;
• performance of additional controls;
• request and review of documents;
• assignment of identifiers;
• preparation of the delivery package;
• delivery through a route or to a DSP;
• correction or redelivery;
• migration;
• removal;
• personalized support included in the Order.

UMW must be able to identify:

• the date;
• release;
• activity performed.

‍FOURTH.— CASE RFD-04 · UMW CORE STATUSES AND THEIR INDICATIVE EFFECT.

1. Full Refund (High Probability)

• Account created, no order : No service charge applies.
• Order paid, no work performed : A full refund is usually issued.
• Draft without review : Applies full refund, minus disclosed costs.

2. Partial Refund / Subject to Evaluation (Medium Probability)

• In Review : The work actually done should be evaluated.
• Action Needed : Does not mean service completed; requires review of activity.
• Documents Needed : This does not mean the service is complete; it requires reviewing the activity.
• Approved without delivery : Partial work may have been completed.
• Processing / Delivered : There is material execution; the unused part is evaluated.
• Rejected because of a UMW error : You may be eligible for a full or partial refund.

3. No Automatic Refund / Final Distribution (Low Probability)

• Published : Main distribution completed; does not eliminate legal rights.
• Rejected because of insufficient rights : Costs are being assessed; no promise of automatic refund.

The table does not replace an individual assessment.

‍FIFTH.— CASE RFD-05 · CANCELLATION BEFORE WORK BEGINS.

When UMW has not begun work and has not incurred a previously disclosed external cost, UMW will return the amount paid when the request is valid. UMW will not deduct an administrative fee that was not displayed before payment.

‍SIXTH.— CASE RFD-06 · PARTIALLY PERFORMED SERVICE.

When applicable law permits a proportional deduction, UMW will provide a breakdown identifying:

• price;
• activity;
• date;
• evidence;
• authorized external cost;
• amount deducted;
• amount to be refunded.

UMW will not deduct:

• general overhead;
• ordinary payroll;
• estimated damages;
• future professional fees;
• work not performed.

‍SEVENTH.— CASE RFD-07 · REFUNDABLE SCENARIOS AND OPERATIONAL EXCLUSIONS.

UMW manually assesses every request.

Industry practice does not replace:

• the Order;
• evidence in the Case File;
• applicable mandatory rights.

7.1. BLOCKING TECHNICAL FAILURE ATTRIBUTABLE TO UMW.

A “Blocking Technical Failure” means a verifiable error in systems controlled by UMW that completely prevents performance of an essential paid feature and that UMW is unable to reasonably correct, rerun, or replace.

A full or proportional refund may apply when all relevant elements are present, including:

• the purchased upload, review, or delivery is materially impossible;
• the cause exists in a system controlled by UMW;
• the Client submitted valid files, Metadata, rights, and documents;
• UMW had a reasonable opportunity to correct or rerun the Service;
• the proposed alternative does not materially satisfy the Order;
• the Case File identifies the feature, affected period, and technical evidence.

The following does not constitute a Blocking Technical Failure:

• a temporary interruption corrected within a reasonable period;
• communicated maintenance that does not permanently prevent performance;
• incompatibility, corruption, or incorrect formatting of Client-submitted files;
• lack of connectivity, device capability, browser compatibility, or Client configuration;
• DSP unavailability, delay, or decision outside UMW’s control;
• a feature that was not included in the Order.

When permitted by applicable law, UMW may correct or rerun the Service before issuing a refund.

When essential performance remains impossible for a reason attributable to UMW, the refund will cover the portion not provided and may be complete when the Service has no reasonable utility for the Client.

7.2. DUPLICATE OR UNAUTHORIZED CHARGE.

A “Duplicate Charge” means two (2) materially identical charges for:

• the same Order;
• the same Service;
• the same period;
• the same Client;

when one charge has no independent contractual basis. UMW will refund a confirmed Duplicate Charge. The refund applies to the excess amount and does not cancel the valid charge for the Service actually purchased.

A Duplicate Charge does not exist when the charges relate to:

• different Orders;
• different Accounts;
• a validly accepted renewal and additional purchase;
• a plan and separate Add-On;
• previously disclosed taxes, external fees, or currency conversions;
• Transactions showing a temporary authorization hold and one final charge.

When the Client does not recognize the Transaction at all, UMW will:

• open a payment review;
• preserve evidence;
• coordinate with the processor.

A good-faith claim will not automatically be classified as fraud.

7.3. CANCELLATION DURING A TRIAL PERIOD OR BEFORE USE.

A “Trial Period” exists only when a UMW Order, promotion, or purchase screen expressly identifies it as a trial and states its:

• terms;
• duration;
• financial effect.

When a Trial Period or express commercial guarantee exists, a refund may apply when:

• the request is submitted within the offered period;
• no music was uploaded and no release was submitted for review;
• no customized work began;
• no paid feature was used;
• no previously disclosed external cost was incurred;
• the Account does not show abuse, intentional duplication, or circumvention of controls.

Ordinary Artist and Label plans are annual unless the Order expressly identifies a different billing frequency.

A monthly price equivalent displayed for commercial comparison, or the monthly DSP reporting cycle, does not convert an annual plan into a monthly subscription or independently create a Trial Period.

7.4. OTHER CIRCUMSTANCES THAT MAY JUSTIFY A REFUND.

The following may also justify a full or proportional refund:

• an amount, currency, or billing frequency different from what was accepted;
• a charge made after a valid and effective cancellation;
• a paid Service that UMW did not begin;
• an essential feature promised in the Order that UMW cannot enable;
• a renewal completed without a mandatory applicable notice;
• a valid cancellation made within a legal cancellation right;
• confirmed payment fraud affecting the relevant person;
• a material breach by UMW that was not corrected after a reasonable opportunity.

7.5. CASES ORDINARILY NOT REFUNDABLE.

Except where a mandatory right, unauthorized charge, UMW breach, or express commercial guarantee applies, the following circumstances do not, by themselves, create a contractual right to a refund:

• regret or a change of mind after performance has begun or been completed;
• a change in release date, strategy, cover artwork, version, or release plan decided by the Client;
• typographical errors, credits, names, Territories, dates, or other Metadata entered or approved by the Client when UMW correctly performed the purchased review or delivery;
• intellectual property infringement, a copyright claim, or insufficient licenses for recordings, compositions, cover artwork, trademarks, voices, performances, or other materials;
• use of samples, beats, recordings, images, or excerpts without sufficient authorization;
• content created or modified using artificial intelligence when it lacks rights, impersonates a person, incorporates protected material without authorization, or violates applicable DSP rules;
• manipulation of streams, streaming farms, bots, automated networks, deceptive incentives, or other invalid activity governed by the Anti-Fraud Policy;
• false, incomplete, or inconsistent documents, or the absence of required tax, identity, representative, or billing information;
• an annual renewal not canceled within the applicable period, provided that UMW disclosed the billing frequency, offered a reasonable cancellation mechanism, and sent any mandatory notice;
• a monthly renewal only when that frequency is expressly stated in the Order and the same disclosure, cancellation, and notice requirements were satisfied;
• a delay, rejection, removal, modification, or unavailability attributable exclusively to Spotify, Apple Music, YouTube Music, or another DSP after correct delivery by UMW;
• rejection of Phonographic Content because of noncompliance with the Acceptable Use Rules, technical requirements, DSP policies, or communicated correction instructions;
• failure to respond to Action Needed or Documents Needed within the communicated period;
• a voluntary takedown, early withdrawal, migration, or catalog removal request after distribution was performed;
• an artistic preference expressed after compliant delivery of mastering, cover artwork, marketing, UMW Protect, Content ID, or another Add-On;
• a non-recoverable external cost identified and accepted before it was incurred.

A denial must identify:

• the relevant fact;
• the applicable clause;
• the activity performed;
• the relevant evidence.

UMW will not use an automated list to reject requests without human review.

7.6. COURT, GOVERNMENT, OR DSP HOLDS.

A court or government order, DSP instruction, ownership dispute, or fraud investigation may require UMW to temporarily block funds or a Transaction within its scope.

That measure:

• does not convert Royalties into the refundable price of a subscription;
• does not authorize UMW to appropriate unrelated funds;
• does not extinguish a valid right to a refund of the plan price;
• does not permit payment contrary to a binding order;
• is administered in accordance with the Royalties and Payments Policy, the Anti-Fraud Policy, and the applicable decision.

7.7. MANUAL DECISION MATRIX.

The reviewer will document:

1. the Order, plan, billing frequency, Transaction, and accepted version;
2. the type of Client and Territory;
3. the cancellation or request date;
4. the Account and release status;
5. actions performed by UMW;
6. disclosed external costs;
7. whether the cause is attributable to UMW, the Client, the processor, or the DSP;
8. the applicable mandatory right;
9. whether the amount is fully refundable, proportionally refundable, or non-refundable;
10. the basis and evidence supporting the decision.

‍EIGHTH.— CASE RFD-08 · REJECTION OF A RELEASE.

A rejection does not always produce the same result.

8.1. CIRCUMSTANCES THAT MAY SUPPORT A REFUND.

The following may support a refund:

• UMW offered a destination or feature that did not exist;
• the rejection resulted from an uncorrected UMW error;
• UMW never performed the purchased review or delivery;
• the Order materially differs from what was provided.

8.2. CIRCUMSTANCES THAT MAY SUPPORT A DEDUCTION OR PARTIAL DENIAL.

The following may support a deduction or partial denial:

• the Client does not control the required rights;
• the Client submitted incompatible material after receiving clear requirements;
• the Client submitted false documents;
• the Client failed to correct Action Needed or Documents Needed;
• the DSP made a decision outside UMW’s control after correct delivery;
• customized work was performed.

The decision must explain the specific case and must not be limited to the statement that “the Platform was used.”

‍NINTH.— CASE RFD-09 · DSP DATES AND DECISIONS.

A delay or rejection by Spotify, Apple Music, YouTube, or another DSP does not automatically constitute a breach by UMW.

UMW will assess whether it:

• delivered on time;
• disclosed the risk;
• corrected its own error;
• offered an alternative;
• can still provide the essential feature.

‍TENTH.— CASE RFD-10 · SUBSCRIPTIONS.

Cancellation of a subscription prevents the next renewal in accordance with the Order.

Cancellation does not:

• automatically refund previous periods;
• eliminate a valid debt for work performed;
• reverse a DSP instruction already transmitted;
• affect legitimate royalties.

When UMW charges the Client after an effective cancellation, it will review whether a refund applies.

‍ELEVENTH.— CASE RFD-11 · CONTINUITY OR LEGACY.

When an Order includes continued catalog availability after cancellation, cancellation changes the relationship according to that arrangement and must not trigger an automatic takedown. When the arrangement is not included, UMW will apply the communicated removal or migration procedure. A general promise that music will remain available forever does not replace the Order.

‍TWELFTH.— CASE RFD-12 · CONTENT ID AND OTHER ADD-ONS.

For Content ID, marketing, mastering, cover artwork, UMW Protect, or another tool, UMW determines:

• whether a result was created or delivered;
• whether review began;
• whether an external cost was incurred;
• whether the feature was eligible;
• whether the result was technically defective.

A refund is not automatically denied merely because the Client pressed a button. A refund is also not automatically granted because of artistic preference after receipt of conforming work, unless an express commercial guarantee applies.

‍THIRTEENTH.— CASE RFD-13 · WHITE-LABEL SERVICES AND API.

Setup, domain configuration, branding, migration, sandbox access, integration, and development are governed by the applicable B2B agreement.

The agreement must establish:

• milestones;
• acceptance criteria;
• Trial Period;
• refundable work;
• non-recoverable costs;
• termination;
• data or deliverables provided at closing.

This Policy applies supplementally when the agreement does not resolve the issue and applicable law permits it.

‍FOURTEENTH.— CASE RFD-14 · UMW SONG ASSETS.

The initial publishing application does not create a charge or mandate. An initial fee, when applicable, must appear in Annex B. Publishing revenue received is not a refund. It is accounted for and paid in accordance with the Publishing Agreement.

‍FIFTEENTH.— CASE RFD-15 · ROYALTIES AND ADVANCES.

Royalties belonging to the Client are governed by the Royalties and Payments Policy. UMW may not use a refund claim concerning the plan to appropriate unrelated royalties.

A setoff requires an obligation that is:

• liquidated;
• due;
• documented;
• authorized.

An advance is governed by its own agreement, including:

• recoupment;
• Commission;
• term;
• termination.

‍SIXTEENTH.— CASE RFD-16 · HOW TO SUBMIT A REQUEST.

An authenticated Client may begin the request through:

Billing → Payment History → Request Refund

The screen must retrieve the original record’s:

• Order;
• Transaction;
• amount;
• currency;
• date;
• processor.

It must not require the Client to re-enter information already held by UMW.

Send the following to Refund / Money Back:

• Account name and email address;
• Order, invoice, or Transaction number;
• Service;
• date;
• amount and currency;
• reason;
• release or project status;
• payment method;
• evidence.

Subject line:

Refund Request — Order [number]

Do not send a complete payment card number, password, or identification document by email. UMW will identify a secure channel when verification is required.

Submit Refund Request

Before submission, the screen must explain that the request begins a review and does not yet confirm that a refund will be issued.

‍SEVENTEENTH.— CASE RFD-17 · ACKNOWLEDGMENT AND DECISION.

UMW endeavors to:

• acknowledge receipt within two (2) Business Days;
• explain when information is missing;
• decide a complete request within ten (10) Business Days;
• communicate an external delay;
• initiate an approved refund within five (5) Business Days.

The bank or payment processor determines when the funds appear.

When an external review remains pending, UMW will provide an update at least every fifteen (15) days.

The acknowledgment must identify:

• the case number;
• Order;
• Transaction;
• date;
• response channel;
• next stage.

The decision must be downloadable and distinguish between:

• refund approved;
• refund denied;
• partial refund;
• pending processor review;
• refund completed.

‍EIGHTEENTH.— CASE RFD-18 · METHOD OF REFUND.

UMW ordinarily returns funds to the original payment method. When the original method is closed or technically unavailable, UMW will request an alternative method registered in the name of the verified Account holder. UMW will not send a refund to a third party’s Account without a documented legal basis.

‍NINETEENTH.— CASE RFD-19 · PARTIAL REFUND.

The communication must show:

‍TWENTIETH.— CASE RFD-20 · CHARGEBACKS.

• original amount;
• amount retained;
• reason;
• activity or cost;
• approved amount;
• payment method;
• initiation date.

The Client may request the evidence reasonably necessary to understand the decision.

‍TWENTY-FIRST.— CASE RFD-21 · PAYMENT FRAUD.

The Client retains the right to contact the payment provider. UMW may submit truthful evidence to dispute an incorrect chargeback. UMW will not use the term fraud solely because a Consumer submitted a good-faith payment dispute. A refund and chargeback may not both be issued for the same Transaction.

‍TWENTY-SECOND.— CASE RFD-22 · SECOND REVIEW.

UMW may temporarily pause a refund when there is an indicator involving:

• a stolen payment card;
• impersonation;
• duplication;
• a compromised Account;
• coordinated abuse.

The review is limited to the Transaction and follows the Anti-Fraud Policy. Suspicion does not authorize UMW to retain the money permanently.

‍TWENTY-THIRD.— CASE RFD-23 · CHANGES.

The Client may request a second review within fifteen (15) Business Days after the decision.

The request must identify:

• the Order;
• case;
• disputed point;
• evidence.

The review will be performed by:

• a different person;
• or a more senior responsible person.

The internal complaint procedure does not prevent the Client from contacting competent authorities or courts.

The applicable version is the version displayed before the purchase, except when a later rule is more favorable. Material changes apply prospectively and are archived in the Legal Versions Archive.

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