GENUINE SYNC

Genuine Sync Refund Policy

Last updated: October 28, 2026

Genuine Sync is run by GenuineMusic Productions ("Genuine Music", "we", "us"), 210 N Wells St, Unit 3908, Chicago, IL 60606, hello@genuinesync.com.

In short: all sales are final once you download a file. Refunds are for a double charge, a download that we can't fix, or a legal withdrawal before any download (see section 6). Ask within 14 days with your order ID, online through the refund request page or by email to hello@genuinesync.com. Creator and Pro plans can be cancelled online at any time.

1. Sales are final after download

Genuine Sync sells digital music licenses. You can browse and listen to previews for free before you buy, so you can be sure a track fits. Once a usable file (a WAV master, broadcast audio, an unlocked export or a Creator clip) has been downloaded, it can't be returned. Downloading the Export for editors ZIP counts as downloading the licensed files. So we don't give refunds once a file has been downloaded, including for a change of mind, a cancelled project, or choosing the wrong track or license type.

Bought the wrong license type? Email us before you download anything and we'll switch it for you. To move up later (for example from Online to Broadcast for the same track and project), email us and we'll upgrade you for the difference in price.

2. When we refund

We refund the full amount paid only when:

1. You were charged twice. You paid more than once for the same track, license type and project. We refund the extra charge.
2. Your download can't be fixed. Your files never arrived, or a file won't open or play, and we can't fix it with a new link, a re-sent email or a replacement file.

We'll always try to fix a delivery problem first, with a new link, a re-sent email or a replacement file. A refund is for when that doesn't work.

3. How to ask for a refund

• Ask within 14 days of your purchase, in either of these ways:
  • Online: open the refund request page, fill in your order ID, checkout email and what went wrong, and send it.
  • By email: write to hello@genuinesync.com.
• Include your order ID (the license ID on your license PDF and in your license email, or the receipt number on your payment receipt), the email address you used at checkout, and a short description of the problem. A screenshot helps.
• We aim to reply within 2 business days.
• Approved refunds go back to your original payment method. Your bank may take 5 to 10 business days to show it.

4. What happens to the license after a refund

If a payment is refunded or disputed (a chargeback), the license for that purchase is void, its download links stop working, and you may not use the music. Please contact us before filing a chargeback; we can usually sort things out faster.

5. Creator subscription ($5.99 a month or $49 a year) and Pro subscription ($19.99 a month or $199 a year)

• Cancel any time online: on the export screen, sign in, choose Manage plan (Manage on the Pro plan card), then Cancel plan. It takes effect right away and you'll see the date your plan ends. You can also cancel by emailing hello@genuinesync.com from the email address on your account; we'll confirm by email.
• You can also cancel without signing in: use the Cancel contracts here link at the bottom of every page. Enter the email on your account, choose your plan and press Cancel now. We email you a confirmation right away.
• Cancelling stops future renewals. Your subscription stays active until the end of the period you've already paid for.
• The subscription renews automatically every month (Creator $5.99, Pro $19.99) or every year (Creator $49, Pro $199), whichever you chose, until you cancel.
• We don't refund a subscription charge once the period has started, except for a double charge or a project or clip download that we can't fix (section 2).
• Consumers in the EU, EEA and UK: you can withdraw from a new Creator or Pro subscription within 14 days of your first payment. If you haven't downloaded, exported or published anything under the plan, we refund that first payment in full. Once you have, the current period isn't refunded, because you asked for the plan to start right away and confirmed that you lose the right to withdraw once a download starts. You can still cancel at any time to stop future renewals.
• Videos you published while subscribed stay licensed after you cancel. You can't publish new videos under the plan after your subscription ends, and unused project allowance doesn't carry over or get refunded. See the Creator and Pro sections (B5 and B8) of the License Terms.

6. Your legal rights

Files are delivered digitally and immediately. At checkout you ask for immediate delivery and confirm that you understand you lose your right to withdraw once a download starts; we confirm this in your license email. If you are a consumer in a country with a legal right to withdraw from online purchases (for example the 14-day right in the EU) and you haven't started a download, you can still withdraw within that period and get a full refund: use the Withdraw from contract here link at the bottom of every page, or email hello@genuinesync.com with your order ID. Nothing in this policy limits rights you have under consumer laws that can't be waived where you live.

How long the legal withdrawal period is depends on where you live: for example, 14 days from purchase in the EU, EEA and UK, and 7 days in South Korea. For Creator and Pro subscriptions, see section 5. The right ends once a download starts, because you asked for immediate delivery at checkout and our free previews let you try every track first.

• Brazil: If you live in Brazil, you can ask for a full refund within 7 days of your purchase, as long as you haven't downloaded or exported the music yet. Email hello@genuinesync.com.

To withdraw, use the Withdraw from contract here link, email hello@genuinesync.com, or send us this model withdrawal form (you don't have to use it):

Model withdrawal form. To: GenuineMusic Productions Inc., 210 N Wells St, Unit 3908, Chicago, IL 60606, hello@genuinesync.com. I/We hereby give notice that I/we withdraw from my/our contract for the supply of the following digital content or service: ____ . Ordered on: ____ . Order ID: ____ . Name: ____ . Address: ____ . Date: ____ . Signature (only if sent on paper): ____

7. Contact

GenuineMusic Productions · 210 N Wells St, Unit 3908, Chicago, IL 60606 · hello@genuinesync.com

See also our Terms of Service and License Terms.

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