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Refunds & Complaints
At Thoromusic, we strive to ensure all customers are satisfied with their delivered audio services. Below you’ll find our policy for complaints and refunds regarding digital products and custom services.
1. Complaints
We offer a 2-year right to complain in accordance with the Danish Sale of Goods Act – keeping in mind that all products are delivered digitally and individually tailored.
What is covered:
Technical errors in the delivered audio (e.g. corrupted files or clear digital faults)
Incorrect delivery compared to the agreed order (e.g. wrong file type or missing content)
What is not covered:
Subjective opinions on style, mood, or musical taste
Requests for major changes after approval and delivery
Errors caused by incorrect use of the material
All complaints must be submitted in writing to thoro@thoromusic.com within a reasonable time after receiving the product. We will do our best to resolve the issue as quickly as possible.
2. Refunds
Since we offer digital and custom-tailored services, special rules apply to the right of withdrawal and refunds, cf. Danish Consumer Contracts Act § 18, section 2, no. 13.
Refunds are not granted when:
The digital product has been delivered and downloaded
A custom service (e.g. mixing or editing) has been started after agreement
The work has been completed and delivered as agreed
Refunds may be granted if:
The order is canceled before work has begun
We are unable to deliver within the agreed timeframe (unless a new date is accepted)
A technical error occurs that cannot be resolved
For approved refunds, please send your bank account and registration number via email. This information is used solely for the refund and will be deleted afterward.
3. Contact for Issues
If you have any questions, problems, or are dissatisfied with a delivery, please contact us first. We would much rather find a solution than lose your trust.
📩 thoro@thoromusic.com
Refundering & Reklamation
Hos Thoromusic stræber vi efter, at alle kunder er tilfredse med deres leverede lydydelser. Herunder kan du læse vores politik for reklamation og refundering ved køb af digitale produkter og specialydelser.
1. Reklamation
Vi tilbyder 2 års reklamationsret i henhold til købeloven – dog med hensyn til, at alle produkter leveres digitalt og tilpasses individuelt.
Hvad dækker reklamationen?
Tekniske fejl i den leverede lyd (fx ødelagte filer eller tydelige digitale fejl)
Forkert levering i forhold til aftale (fx forkert filtype eller manglende indhold)
Hvad dækkes ikke?
Subjektive vurderinger af stil, stemning eller musiksmag
Ønsker om større ændringer efter godkendelse og levering
Fejl som følge af forkert brug af materialet
Eventuelle reklamationer skal ske skriftligt til thoro@thoromusic.com inden for rimelig tid efter modtagelse. Vi bestræber os på at finde en god løsning så hurtigt som muligt.
2. Refundering
Da vi sælger digitale og specialtilpassede ydelser, gælder der særlige regler for fortrydelsesret og refusion, jf. Forbrugeraftaleloven § 18, stk. 2, nr. 13.
Der ydes ikke refusion når:
Det digitale produkt er leveret og downloadet
En individuel ydelse (fx mix eller klip) er påbegyndt efter aftale
Arbejdet er færdiggjort og leveret som aftalt
Refusion kan finde sted hvis:
Ordren aflyses før arbejdet er påbegyndt
Vi ikke er i stand til at levere inden for den aftalte tidsramme (medmindre kunden accepterer en ny dato)
Der foreligger en teknisk fejl, som ikke kan udbedres
Ved aftalt refusion bedes du sende reg.nr. og kontonr. pr. mail. Oplysningerne anvendes udelukkende til refundering og slettes herefter.
3. Kontakt ved problemer
Har du spørgsmål, problemer eller utilfredshed med en leverance, så kontakt os altid først. Vi vil hellere finde en løsning end miste din tillid.
📩 thoro@thoromusic.com