Refund policy

Effective Date: 12-22-2025

At CustomHeartbeat.com (operated by NCharlesB LLC), we create custom personalized digital songs based on the information you submit at checkout. 
Because each song is made-to-order and delivered digitally, standard return policies do not apply.

1. Digital & Personalized Products

All products sold on CustomHeartbeat.com are digital and personalized. 
Each order is created specifically for the customer and cannot be returned, resold, or reused.

2. Delivery Timeframe Guarantee

We aim to deliver your song within 72 hours of payment confirmation.
If we fail to deliver within 72 hours (except where delays are caused by missing information or delayed customer responses), you may request a full refund.

3. When Production Starts

“Production” begins when we start creating your song, including drafting lyrics and/or composing the track based on your submitted information. 
We typically begin production within 24 hours of order confirmation.

4. Cancellations Before Production

You may request a cancellation within 24 hours of purchase.
A full refund is available only if production has not started. Once production begins, cancellations are no longer guaranteed.

5. Revisions (Our Primary Remedy)

Because music is creative and personal, we offer up to three (3) revisions to address issues such as:

  • pronunciation problems,
  • factual inaccuracies (e.g., wrong name or missing key details you provided),
  • reasonable style adjustments (within the options and constraints of the original order).

Revision requests must be submitted within 7 days of delivery. Each revision may require additional production time.

6. Defective or Incorrect Orders

If your delivered song has a technical defect (e.g., corrupted file, playback issue) or contains clear errors compared to the information you provided, contact us within 7 days of delivery. 
We will prioritize correction via revisions.
If we are unable to reasonably resolve the issue after revision attempts, we may provide a partial or full refund, depending on the circumstances.

7. What Refunds Are Not Provided For

Refunds are not issued solely for:

  • subjective preference (e.g., “I don’t like the melody/voice/style”) when the song matches the order inputs and selected options,
  • changes to the information after the order is submitted,
  • requests outside the 7-day support window (we may review late requests, but remedies are not guaranteed).

8. Refund Method and Processing Time

Approved refunds are issued to the original payment method. Please allow 5–10 business days for processing (depending on your bank/payment provider).

9. Chargebacks & Disputes

If you have an issue, please contact us first at info@customheartbeat.com. We are committed to resolving problems fairly. In the event of a chargeback, we may provide evidence of delivery and our policies to the payment processor.

10. Contact / Company Information

NCharlesB LLC
30 North Gould Street
Sheridan, WY 82801
United States

+1 307 200 9507