Refund policy

Refund & Return Policy

Last updated: May 5, 2026

Songai Media FZ-LLC ("we", "us", "our") provides AI-generated digital content ("Generated Content") through the Songai platform. Because Generated Content is personalised and digital, all purchases are generally non-refundable once content generation has commenced. The exceptions below apply.

1. Pre-Generation Cancellation

If you cancel your order before content generation has begun, you may be eligible for a full refund.

2. Technical Failure

If the platform fails to generate or deliver your content due to a technical error, you will be entitled to either:

  • a full refund; or

  • a re-generation of the content at no additional cost.

3. Quality Expectations

You acknowledge that Generated Content is created using artificial intelligence and may vary in style, interpretation, and quality. Refunds will not be issued based on subjective dissatisfaction once content has been generated.

4. Duplicate Purchases

In the event of accidental duplicate transactions, refunds may be issued upon verification.

5. Discretionary Resolution

Songai Media FZ-LLC reserves the right to offer refunds, credits, or re-generations on a case-by-case basis to ensure a fair customer experience.

6. Damages and Issues with Physical Goods

If your order includes any physical goods, please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

7. European Union 14-Day Cooling Off Period

Where required by applicable EU law, customers in the European Union may have the right to cancel a qualifying order within 14 days, subject to statutory exceptions. Statutory exceptions include personalised digital content and digital content where performance has begun with the customer's prior express consent and acknowledgement that the right to withdraw is thereby lost. Where applicable, any returnable item must be in the same condition received, with proof of purchase.

8. Non-Returnable Items

The following are non-returnable:

  • Generated Content once generation has commenced (subject to Sections 1–5 above)

  • Custom or personalised products

  • Digital downloads and licences once delivered or activated

  • Sale items and gift cards

9. How Refunds Are Processed

Approved refunds are issued to the original payment method. Processing may take up to 10 business days from approval, plus additional time for your bank or card issuer to post the funds. If more than 15 business days have passed since approval and you have not received your refund, please contact us.

10. How to Request a Refund

To request a refund or raise a return-related issue, contact us at admin@songaimedia.com with your order number and a description of the issue.

11. Contact

Songai Media FZ-LLC SBAM0117, Compass Building, Al Shohada Road, AL Hamra Industrial Zone-FZ, Ras Al Khaimah, United Arab Emirates Email: admin@songaimedia.com