Aureon Music Group Legal Centre
Refund Policy
← Back to Legal CentreAUREON MUSIC GROUP
REFUND & CANCELLATION POLICY
Version: 1.0Effective Date: 3 August 2026Last Updated: 3 August 2026
SECTION 1 – INTRODUCTION & SCOPE
1. INTRODUCTION
Welcome to the Aureon Music Group Refund & Cancellation Policy ("Refund Policy").
This Refund Policy explains the circumstances in which refunds, cancellations, exchanges, credits, and subscription terminations may be available when purchasing products or services through the Aureon Music Group Platform.
Our objective is to provide a fair, transparent, and consistent approach while complying with applicable consumer protection laws.
2. PURPOSE OF THIS POLICY
This Refund Policy explains:
Which purchases may be eligible for refunds;
When cancellations are permitted;
How subscription cancellations operate;
Your statutory consumer rights;
Circumstances where refunds cannot be provided;
How refund requests are processed;
Your responsibilities when requesting a refund.
This Policy forms part of Aureon's overall legal framework.
3. RELATIONSHIP WITH OTHER LEGAL DOCUMENTS
This Refund Policy should be read together with Aureon's:
Terms of Use;
Privacy Policy;
Cookie Policy;
Listener Subscription Terms;
Creator Licence Agreement;
Commercial Licensing Agreement;
Master Music Licensing Agreement;
Acceptable Use Policy;
Copyright Policy;
Community Guidelines;
Any Enterprise Agreement or bespoke licensing agreement.
Where a signed Enterprise Agreement contains separate refund provisions, those provisions shall prevail to the extent of any inconsistency.
4. WHO THIS POLICY APPLIES TO
This Refund Policy applies to all customers who purchase products or services directly from Aureon Music Group, including:
Listeners;
Creator subscribers;
Commercial Licensees;
Enterprise customers, unless governed by a separate written agreement;
Gift subscription purchasers;
Business customers;
Individual consumers.
5. PRODUCTS AND SERVICES COVERED
This Refund Policy applies, where relevant, to purchases including:
Digital music downloads;
Individual song purchases;
Album purchases;
Listener Subscriptions;
Creator Subscriptions;
Commercial Licences;
Enterprise licensing services;
Gift subscriptions;
Merchandise (when introduced);
Promotional purchases;
Digital content made available through the Aureon Platform.
Certain products or services may have additional refund conditions described during the purchase process.
6. DIGITAL CONTENT
Many Aureon products consist of digital content delivered electronically.
Examples include:
Music downloads;
Audio files;
Streaming subscriptions;
Creator downloads;
Licensed music;
Digital licences;
Software access;
Subscription services.
Different consumer protection rules may apply to digital content than to physical goods.
7. DIGITAL CONTENT AND COOLING-OFF RIGHTS
Where required under applicable law, consumers purchasing digital content may have a statutory right to cancel during a cooling-off period.
However, where permitted by law, this right may be lost once:
Digital content is supplied immediately;
Streaming access begins;
A digital download starts;
A licence is activated;
The consumer has expressly requested immediate performance and acknowledged that the statutory cancellation right will be waived.
During checkout, Aureon may request your express consent and acknowledgement where required by applicable law before immediate delivery of digital content or activation of digital services.
Nothing in this Policy limits any statutory rights that cannot lawfully be excluded.
8. SUBSCRIPTION SERVICES
This Refund Policy applies to subscription services including:
Listener Subscriptions;
Creator Subscriptions;
Other recurring digital services introduced by Aureon.
Subscription cancellation procedures are explained in the applicable Subscription Terms.
9. COMMERCIAL LICENCES
Commercial Licence purchases are generally governed by the Commercial Licensing Agreement.
Because Commercial Licences may involve the immediate grant of valuable intellectual property rights, refunds may be restricted once:
The licence has been issued;
Licensed Content has been delivered;
Commercial rights have been activated.
Exceptions may apply where required by law or where Aureon agrees otherwise in writing.
10. ENTERPRISE AGREEMENTS
Enterprise customers operating under separately negotiated agreements are subject to the refund and cancellation provisions contained within those agreements.
Where an Enterprise Agreement contains refund provisions that differ from this Policy, the Enterprise Agreement shall prevail.
11. MERCHANDISE
Where Aureon offers physical merchandise, additional refund rights may apply under applicable consumer protection legislation.
Merchandise may include:
Clothing;
Accessories;
Collectibles;
Printed products;
Promotional items;
Physical media.
Separate return procedures may apply to physical goods.
12. PROMOTIONAL PURCHASES
Purchases made using:
Promotional pricing;
Discount codes;
Introductory offers;
Student pricing;
Limited-time campaigns;
Partner promotions;
remain subject to this Refund Policy unless expressly stated otherwise in the terms of the promotion.
13. GIFT PURCHASES
Where Aureon offers gift subscriptions or gift products, additional eligibility requirements may apply regarding:
Refunds;
Redemption;
Expiry;
Transfers.
Specific conditions will be provided at the time of purchase.
14. BUSINESS CUSTOMERS
Business customers purchasing Commercial Licences, subscriptions, or other commercial services may not benefit from the same statutory cancellation rights available to consumers under applicable law.
Business purchases remain governed primarily by:
This Refund Policy;
The applicable licensing agreement;
Any negotiated commercial contract.
15. CONSUMER RIGHTS
Nothing in this Refund Policy excludes, restricts, or limits any mandatory rights granted to consumers under applicable law, including rights arising under:
The Consumer Rights Directive (EU);
Irish consumer protection legislation;
The UK Consumer Rights Act, where applicable;
Other mandatory consumer protection laws in the jurisdictions where Aureon operates.
Where applicable law provides greater protection than this Policy, the applicable law shall prevail.
16. INTERNATIONAL CUSTOMERS
Aureon provides services internationally.
Depending on your country of residence, local consumer protection laws may provide additional rights regarding:
Refunds;
Cancellations;
Digital content;
Subscription services;
Defective products.
This Refund Policy is intended to operate consistently with mandatory local legal requirements.
17. CHANGES TO THIS POLICY
Aureon may amend this Refund Policy from time to time to reflect:
Changes in legislation;
Regulatory guidance;
Business operations;
New products;
New subscription services;
Technological developments.
Where material changes are made, Aureon will provide reasonable notice where required by applicable law.
Updated versions will include:
Version number;
Effective Date;
Last Updated date.
18. OUR COMMITMENT TO FAIR TREATMENT
Aureon Music Group believes that clear refund and cancellation policies are an essential part of providing a trustworthy customer experience.
Our approach is designed to:
Treat customers fairly;
Protect the rights of artists and rights holders;
Comply with consumer protection laws;
Provide transparency regarding digital purchases;
Resolve genuine billing issues promptly and professionally.
Where refund requests fall outside this Policy, Aureon may still consider exceptional circumstances on a case-by-case basis, provided doing so is consistent with applicable law and the rights of our artists, licensors, and commercial partners.
AUREON MUSIC GROUP
REFUND & CANCELLATION POLICY
SECTION 2 – REFUND ELIGIBILITY & CANCELLATION RIGHTS
19. OVERVIEW
This Section explains when refunds may be available, how cancellations operate, and the circumstances in which Aureon Music Group may approve or decline a refund request.
Because Aureon provides digital products, subscription services, and commercial licensing, refund eligibility varies depending on the type of purchase.
Each request is assessed in accordance with this Refund Policy, applicable contractual terms, and mandatory consumer protection laws.
20. GENERAL REFUND PRINCIPLE
Refunds are not automatically available simply because a purchase has been completed.
Refund eligibility depends upon:
The type of product or service purchased;
Whether the product has been delivered;
Whether digital access has commenced;
Applicable statutory consumer rights;
Any specific contractual terms.
Nothing in this Policy limits rights that cannot lawfully be excluded under applicable law.
21. DIGITAL MUSIC DOWNLOADS
Once a digital music download has begun or the file has been made available for download, refunds are generally not available, except where:
Required by applicable consumer protection law;
The file is defective and cannot reasonably be repaired or replaced;
Aureon determines that exceptional circumstances justify a refund.
Where legally required, Aureon will obtain your express consent to begin the download and your acknowledgement that your statutory cooling-off right may be waived.
22. INDIVIDUAL SONG AND ALBUM PURCHASES
Purchases of individual songs or albums are generally final once:
Payment has been successfully processed; and
The content has been downloaded or made available for immediate access.
Refunds may be considered where:
Duplicate purchases occurred due to a system error;
Incorrect charges were applied;
Technical failures prevented access to the purchased content and Aureon is unable to resolve the issue within a reasonable time;
Applicable law requires a refund.
23. LISTENER SUBSCRIPTIONS
Listener Subscriptions may be cancelled at any time through the subscriber's Aureon Account or the applicable billing platform.
Unless otherwise required by applicable law:
Cancellation prevents future automatic renewals;
Access continues until the end of the current paid billing period;
Partial refunds are generally not provided for unused portions of a subscription period.
Where required by law, consumers may retain applicable statutory cancellation rights.
24. CREATOR SUBSCRIPTIONS
Creator Subscriptions may be cancelled at any time.
Unless required by applicable law:
Cancellation prevents future renewals;
Existing subscription benefits continue until the end of the current billing period;
No pro-rata refund is provided for unused subscription periods once the subscription has commenced.
Where a Creator Subscription has not yet been activated or where Aureon has not yet supplied the digital service, statutory cancellation rights may apply.
25. COMMERCIAL LICENCES
Commercial Licence purchases are generally non-refundable once:
The licence has been issued;
Licensed Content has been delivered;
Commercial rights have been granted;
The Licensee has begun using the Licensed Content.
Refunds may be considered where:
Aureon issued an incorrect licence;
Duplicate payments were made;
Aureon is unable to provide the licensed rights purchased;
Applicable law requires otherwise.
26. ENTERPRISE LICENCES
Enterprise Licence refunds are governed by the terms of the individual Enterprise Agreement.
Unless otherwise stated in that agreement:
Enterprise licence fees are generally non-refundable after the licence becomes effective.
27. FREE TRIALS
Where Aureon offers a free trial:
No subscription fee is charged during the trial period;
You may cancel before the trial expires without charge;
If the trial is not cancelled before its expiry, the subscription automatically converts into a paid subscription.
Refunds are generally not available for subscription fees charged after the trial where the subscriber failed to cancel before renewal, unless required by applicable law.
28. DUPLICATE PAYMENTS
If a customer is charged more than once for the same purchase due to:
Technical errors;
Payment gateway failures;
Billing system issues;
Duplicate transactions,
Aureon will investigate the matter and, where appropriate, refund the duplicate payment.
Customers should notify Aureon as soon as reasonably practicable after identifying the duplicate charge.
29. INCORRECT BILLING
If you believe your account has been incorrectly charged, you should contact Aureon promptly.
Examples include:
Incorrect subscription charges;
Incorrect pricing;
Billing calculation errors;
Unauthorised duplicate renewals.
Where Aureon confirms a billing error, the error will be corrected and any appropriate refund or credit will be processed.
30. FRAUDULENT TRANSACTIONS
Where Aureon reasonably believes that a purchase resulted from:
Stolen payment credentials;
Identity theft;
Unauthorised account access;
Fraudulent activity,
Aureon may:
Suspend the relevant account;
Reverse the transaction where appropriate;
Cooperate with payment providers and law enforcement authorities;
Process refunds where legally required and appropriate.
31. CHARGEBACKS
Customers are encouraged to contact Aureon before initiating a chargeback with their payment provider.
Where a chargeback is initiated:
Aureon may investigate the transaction;
Subscription access may be suspended during the investigation where appropriate;
Aureon may provide relevant transaction information to the payment provider to resolve the dispute.
Nothing in this Section limits your statutory consumer rights.
32. REFUND METHOD
Approved refunds will generally be issued using the original payment method used for the purchase.
Where this is not reasonably possible, Aureon may agree to an alternative refund method where permitted by applicable law.
Refunds will not normally be paid to a different payment account unless required for security or legal reasons.
33. REFUND PROCESSING TIMES
Once a refund has been approved:
Aureon will initiate the refund without undue delay;
Actual receipt of funds depends on the processing times of banks, card issuers, and payment providers.
Processing times may vary depending on the payment method used.
34. PARTIAL REFUNDS
Where appropriate, Aureon may issue a partial refund.
Examples may include:
Partial service interruptions;
Billing adjustments;
Pricing corrections;
Exceptional customer service resolutions.
Partial refunds are granted at Aureon's discretion unless otherwise required by applicable law.
35. NON-REFUNDABLE ITEMS
Unless required by law, the following are generally non-refundable once supplied or activated:
Downloaded digital music;
Activated Commercial Licences;
Activated Creator Licences;
Completed Enterprise licensing services;
Subscription periods already consumed;
Services fully performed with the customer's prior consent.
36. EXCEPTIONAL CIRCUMSTANCES
Aureon recognises that exceptional situations may arise.
Refunds outside this Policy may be considered where appropriate, including circumstances involving:
Serious technical failures;
Proven billing errors;
Duplicate transactions;
Extended service outages materially affecting purchased services;
Other exceptional situations assessed on a case-by-case basis.
Approval of an exceptional refund does not create a precedent for future requests.
37. CUSTOMER RESPONSIBILITIES
Customers requesting a refund should:
Provide accurate information;
Supply supporting documentation where requested;
Cooperate with Aureon's investigation;
Submit requests within a reasonable time after identifying the issue.
Providing false or misleading information may result in the refusal of a refund request.
38. NO ABUSE OF REFUND RIGHTS
Customers must not misuse Aureon's refund procedures.
Examples of abuse include:
Repeated fraudulent refund requests;
Abuse of free trials;
Deliberate chargeback fraud;
False claims regarding digital access;
Manipulation of subscription services.
Aureon reserves the right to refuse future services or suspend accounts engaged in abusive conduct, subject to applicable law.
39. OUR COMMITMENT TO FAIR REFUNDS
Aureon Music Group is committed to administering refunds and cancellations fairly, transparently, and consistently.
Our objective is to:
Protect consumers' legal rights;
Resolve genuine billing issues promptly;
Provide clear guidance regarding digital purchases;
Safeguard artists and rights holders against misuse;
Maintain confidence in Aureon's subscription and licensing services.
We assess every refund request in good faith, balancing the interests of our customers with our contractual obligations to artists, creators, licensors, and commercial partners.
AUREON MUSIC GROUP
REFUND & CANCELLATION POLICY
SECTION 3 – CONTACT INFORMATION & GENERAL PROVISIONS
40. OVERVIEW
This Section explains how customers can contact Aureon Music Group regarding refund and cancellation requests, together with the general legal provisions governing this Refund & Cancellation Policy.
Our objective is to resolve genuine billing issues promptly, fairly, and transparently while protecting the rights of our customers, artists, creators, licensors, and commercial partners.
41. HOW TO REQUEST A REFUND
If you believe you are entitled to a refund under this Policy or applicable law, you should contact Aureon as soon as reasonably practicable.
To help us process your request efficiently, please provide:
Your full name;
Your Aureon Account email address;
Order or transaction reference number;
Date of purchase;
Product or service purchased;
A clear description of the issue;
Any supporting documentation or screenshots, where available.
Incomplete requests may take longer to process.
42. REVIEW OF REFUND REQUESTS
Each refund request is reviewed individually.
When assessing a request, Aureon may consider:
The type of product or service purchased;
The terms of the applicable agreement;
Whether digital content has been accessed or downloaded;
Whether subscription services have commenced;
Technical issues affecting delivery;
Evidence provided by the customer;
Applicable consumer protection laws.
Our aim is to make decisions fairly, consistently, and without undue delay.
43. REQUESTING FURTHER INFORMATION
Where reasonably necessary to assess a refund request, Aureon may ask you to provide additional information, including:
Proof of payment;
Transaction confirmation;
Identity verification where required for security purposes;
Technical information relating to the issue;
Additional supporting documentation.
Failure to provide reasonably requested information may affect Aureon's ability to assess the request.
44. COMMUNICATIONS
Aureon will normally communicate with you regarding your refund request through:
Email;
Your Aureon Account;
Customer support correspondence;
Other electronic communication methods made available through the Platform.
You are responsible for ensuring that your contact information remains accurate and up to date.
45. DISPUTED DECISIONS
If you disagree with Aureon's decision regarding a refund request, you may contact us to request that the matter be reviewed.
Where appropriate, Aureon may:
Reconsider the request;
Request additional information;
Escalate the matter to a senior member of the customer support or legal team.
Nothing in this Section limits any statutory rights you may have to pursue remedies through competent courts, regulators, or alternative dispute resolution mechanisms where available.
46. FRAUD PREVENTION
To protect our customers, artists, and business partners, Aureon may investigate refund requests where there are reasonable grounds to suspect:
Fraud;
Identity theft;
Payment abuse;
Unauthorised account access;
Deliberate misuse of subscription services;
Abuse of promotional offers.
Where fraud is confirmed or reasonably established, Aureon may:
Refuse the refund request;
Suspend or terminate the relevant account;
Report unlawful activity to the appropriate authorities where required or permitted by law;
Pursue other legal remedies available under applicable law.
47. GOVERNING LAW
Unless mandatory local law requires otherwise, this Refund & Cancellation Policy shall be governed by and interpreted in accordance with the laws of the Republic of Ireland, without regard to its conflict of law principles.
Nothing in this Policy deprives consumers of mandatory statutory protections available under the laws of their country of habitual residence where those protections cannot lawfully be excluded.
48. JURISDICTION
Subject to mandatory consumer protection laws, disputes arising from or relating to this Refund & Cancellation Policy shall be subject to the exclusive jurisdiction of the courts of the Republic of Ireland.
Where applicable law grants consumers the right to bring proceedings before the courts of their country of residence, nothing in this Policy is intended to restrict those statutory rights.
49. ENTIRE POLICY
This Refund & Cancellation Policy forms part of Aureon's wider contractual framework and should be read together with:
Terms of Use;
Privacy Policy;
Cookie Policy;
Listener Subscription Terms;
Creator Licence Agreement;
Commercial Licensing Agreement;
Master Music Licensing Agreement;
Acceptable Use Policy;
Copyright Policy;
Community Guidelines;
Any applicable Enterprise Agreement.
Where a separately negotiated written agreement contains different refund provisions, that agreement shall prevail to the extent of any inconsistency.
50. CHANGES TO THIS POLICY
Aureon may update this Refund & Cancellation Policy from time to time to reflect:
Changes in applicable law;
Regulatory guidance;
New products or services;
New subscription models;
Business operations;
Technological developments.
Where material changes are made, Aureon will provide reasonable notice where required by applicable law.
Each updated version will display:
Version number;
Effective Date;
Last Updated date.
Continued use of Aureon's services following the effective date of an updated Policy constitutes acceptance of the revised Policy where permitted by applicable law.
51. SEVERABILITY
If any provision of this Refund & Cancellation Policy is found by a court or tribunal of competent jurisdiction to be invalid, unlawful, or unenforceable:
The remaining provisions shall continue in full force and effect;
The affected provision shall be interpreted or modified to the minimum extent necessary to make it enforceable where permitted by law.
52. NO WAIVER
A failure or delay by Aureon to exercise any right under this Policy shall not constitute:
A waiver of that right;
Acceptance of any breach;
A waiver of future enforcement.
Any waiver must be made in writing by an authorised representative of Aureon.
53. ELECTRONIC COMMUNICATIONS
You agree that Aureon may provide notices relating to refunds, cancellations, billing, and this Policy electronically, including through:
Email;
Your Aureon Account;
Website notifications;
Mobile application notifications.
Electronic communications shall have the same legal effect as paper communications where recognised by applicable law.
54. CONTACT INFORMATION
If you have any questions regarding this Refund & Cancellation Policy or wish to submit a refund or cancellation request, please contact Aureon using the appropriate channel below.
Customer Supportinfo@aureonmusic.com
Billing & Paymentsinfo@aureonmusic.com
Subscriptionsinfo@aureonmusic.com
Commercial Licensinginfo@aureonmusic.com
Legal Departmentinfo@aureonmusic.com
Websitehttps://www.aureonmusic.com
Aureon may update these contact details from time to time. The latest contact information will always be available on our Platform.
55. DOCUMENT INFORMATION
Document TitleAureon Music Group Refund & Cancellation Policy
Version1.0
Effective Date3 August 2026
Last Updated3 August 2026
Applies ToThis Policy applies to all purchases made directly through Aureon Music Group, including digital music, subscriptions, commercial licences, enterprise services (unless governed by a separate written agreement), and future products or services unless otherwise stated.
56. OUR COMMITMENT TO FAIR CUSTOMER CARE
At Aureon Music Group, we are committed to providing exceptional customer service built on fairness, transparency, and trust.
We understand that issues can occasionally arise with digital purchases, subscriptions, or licensing services, and we are committed to resolving genuine concerns professionally and efficiently.
Our Refund & Cancellation Policy is designed to:
Respect the legal rights of our customers;
Protect the interests of artists, songwriters, producers, and rights holders;
Provide clear guidance on refunds and cancellations;
Promote confidence in Aureon's products and services;
Ensure that refund decisions are made consistently, fairly, and in accordance with applicable law.
We value every listener, creator, business customer, and commercial partner who chooses Aureon. Our goal is to build long-term relationships founded on integrity, accountability, and outstanding service.
End of Aureon Music Group Refund & Cancellation Policy
Version: 1.0Effective Date: 3 August 2026Governing Law: Republic of Ireland (subject to mandatory consumer protection laws and other non-excludable legal rights in applicable jurisdictions).