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Refund Policy

Effective date: 22 May 2026

1. Overview

This Refund Policy governs cancellations and refunds for paid subscriptions to Etto Music (the "Service"), operated by MeSoft. It is intended to comply with the UK Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010), and equivalent consumer-protection laws in jurisdictions where the Service is offered.

2. Free Trial Period

  • New Customers receive a 7-day free trial. No payment is collected during the trial.
  • You may cancel anytime during the trial from My Page. No charges will apply.
  • If you do not cancel before the trial ends, your subscription will convert to a paid plan and the first billing cycle will be charged automatically.

The free trial is separate from the 14-day statutory cooling-off right described in Section 3 below. The trial reduces the likelihood that you will need to invoke cooling-off, but does not replace it.

3. Cooling-off Right (Statutory Right of Withdrawal)

Customers in the United Kingdom, the European Union, Australia, and other jurisdictions with equivalent consumer protections have the right to cancel a subscription within 14 days of purchase without giving any reason.

Limitation for digital content: Under UK Consumer Rights Act 2015 (Section 47) and equivalent EU/AU rules, the right of withdrawal is lost if you expressly consent to begin using a digital service before the 14-day period expires and acknowledge that you lose the right of withdrawal by doing so. By starting playback of any music track through the Service, you provide such consent and acknowledge such loss for the corresponding billing period.

Even where the statutory right is lost, MeSoft may offer a discretionary full or partial refund on a case-by-case basis.

4. Full Refunds

A full refund will be issued in the following cases:

  • Cancellation within 14 days of purchase, where the Service has not been used (no playback initiated).
  • The Service has been unavailable for more than 24 consecutive hours due to our fault, and you have given us a reasonable opportunity to remedy the issue.
  • We materially change the Service or these Terms in a way that disadvantages you, and you do not accept the change.
  • Death of the account holder or permanent closure of the registered Venue (supporting documentation may be requested).
  • Under the Australian Consumer Law, where the Service has a "major failure" as defined in that law.

5. Pro-Rata Refunds

For mid-cycle cancellations after service has commenced:

  • Monthly subscription: refund for the unused portion of the billing period, less applicable payment-processing fees (approximately 3%).

6. Refunds Not Available

Refunds will not be issued in the following circumstances:

  • The account has been suspended for material breach of these Terms (e.g., unauthorised redistribution of tracks).
  • Subscriptions purchased at a free or substantially discounted price under a promotional offer.
  • More than 14 days have passed since purchase and no qualifying circumstance under Section 4 or 5 applies.

7. How to Request a Refund

You may request a refund via either of the following channels:

  • My Page: ettomusic.com → My Page → Billing → Request refund
  • Email: support@ettomusic.com (subject line "Refund Request"; include the email address used at purchase and the date of payment)

8. Refund Processing

  • We acknowledge refund requests within 3 business days.
  • Approved refunds are issued via the original payment method through Polar, our Merchant of Record.
  • Depending on your card issuer or bank, the refund may take a further 3–10 business days to appear on your statement.

9. Subscription Cancellation vs. Refund

Cancelling your subscription is a separate action from requesting a refund. You may cancel at any time via My Page; after cancellation you retain access until the end of the current paid period, and no further charges will be made.

10. Disputes and Consumer Rights

If you are dissatisfied with the outcome of a refund request, you may:

  • Escalate the matter to support@ettomusic.com for senior review.
  • Refer the dispute to your local consumer authority (UK: Citizens Advice; AU: ACCC / state fair-trading authorities; EU: ODR platform at ec.europa.eu/consumers/odr).
  • Contact your card issuer regarding chargeback rights, if applicable.

Nothing in this Refund Policy excludes or limits any consumer right that cannot be excluded under applicable law.

11. Operator

  • Operator: MeSoft
  • Service: Etto Music (ettomusic.com)
  • Merchant of Record: Polar
  • Support: support@ettomusic.com

This Refund Policy takes effect on 22 May 2026. Policy changes will be notified at least 7 days in advance via the Service.