Refund Policy

UNDERPOUND Music Store

Effective Date: 27 January 2026

This Refund Policy governs purchases and payments made on the UNDERPOUND music store operated via https://artists.underpound.com
. By making a purchase or submitting payment, you agree to this Policy.

  1. General Principle: Digital Content

UNDERPOUND distributes digital music and related digital content, which is considered non-returnable once access, download, or streaming availability has been granted.

As a result, refunds are generally not provided except in the limited circumstances outlined below.

  1. No Refunds for Digital Music Purchases

Once a digital music product has been:

Downloaded,

Streamed,

Made available for access,

the transaction is deemed complete and non-refundable.

This applies to:

Single tracks

Albums

EPs

Any other digital audio content

  1. Exceptions Where Refunds May Be Considered

Refunds may be issued at UNDERPOUND’s sole discretion in the following cases:

3.1 Duplicate Charges

The customer was charged more than once for the same product due to a system or payment error.

3.2 Technical Failure

The purchased content is permanently inaccessible due to a verified platform malfunction, and the issue cannot be resolved within a reasonable time.

3.3 Unauthorised Transactions

A transaction is proven to be unauthorised, subject to verification and investigation.

  1. Non-Refundable Situations

Refunds will not be issued for:

Change of mind

Accidental purchases

Incompatibility with a user’s device or software

Poor internet connectivity

Dissatisfaction with artistic content or style

Removal of content due to copyright infringement or policy violations

  1. Chargebacks and Disputes

Initiating a chargeback without first contacting UNDERPOUND may result in:

Account suspension or termination

Loss of access to purchased content

UNDERPOUND reserves the right to dispute chargebacks where the transaction complies with this Policy.

  1. Refund Request Procedure

To request a refund under an eligible exception, the customer must:

Email contact@underpound.com

Include proof of purchase

Clearly state the reason for the request

Submit the request within 7 days of the transaction date

UNDERPOUND will review the request and respond within a reasonable timeframe.

  1. Method of Refund

Approved refunds will be:

Issued to the original payment method where possible

Processed within a reasonable time, subject to payment provider timelines

UNDERPOUND is not responsible for delays caused by banks or payment processors.

  1. Consumer Rights

Nothing in this Policy limits any non-excludable rights a consumer may have under the laws of the Republic of Botswana.

  1. Changes to This Policy

UNDERPOUND may update this Refund Policy from time to time. Continued use of the music store constitutes acceptance of the updated Policy.

  1. Contact Information

Company Name: UNDERPOUND
Website: https://artists.underpound.com

Email: contact@underpound.com