Refund policy
Last Updated: August 18, 2026
Our Promise
Every PetBallad song and film is created from your story — about your pet and no one else's. Because of the deeply personal and custom nature of what we make, refunds aren't typically available once production has begun.
That said, we stand behind our work completely. If something isn't right, we'll work with you to make it right.
Free Song Revisions, Until It's Right
Every order — The Ballad and The Ballad, Express — includes free song revisions. Before you approve your song, if a name, a detail, a line, or the feel isn't right, tell us what you'd like changed and we'll rework it at no charge, in good faith, until it captures what you wanted. There is no fixed limit on song revisions before approval.
Revisions are meant to perfect the song you ordered — adjusting lyrics, names, details, and feel. They aren't intended to build a completely different song from scratch, or to change the core details of your original order. In the rare case of excessive or bad-faith requests, we reserve the right to limit further revisions.
To request a revision, use the link on your delivery page, or email hello@petballad.com with your order number.
The 30-Day Money-Back Guarantee
If you're not happy with your song, you can request a full refund within 30 days of your purchase, at any point before you approve the song. We'll ask you to let us revise it first — that's usually all it takes — but if it still isn't right, we'll refund you in full.
Approving Your Song
When you press "Approve" on your delivery page, you're confirming the song is right and instructing us to begin your film. Because film production starts from that moment, approval is the point at which the money-back guarantee ends. This is stated on the delivery page itself, right where you approve.
After Approval
Once your song is approved, refunds are no longer available — but you're never left without options:
- Your film includes one free revision. Tell us what to change and we'll re-edit it.
- If we made an error on our side — a wrong name, a mispronunciation, a photo you asked us to exclude, a detail you asked us to leave out — we will fix it free of charge, without using your film revision, no matter when you find it.
When We Will Issue a Full Refund
You are entitled to a full refund if:
- We are unable to deliver your song for any reason on our end
- Your order is declined by us before production begins
- We fail to deliver within a reasonable extended timeframe beyond our stated estimates and are unable to provide a resolution
- You request a refund within 30 days of purchase and before approving your song, after giving us a fair opportunity to revise it
When Refunds Are Not Available
Refunds are not available for:
- Orders where the song has been approved — approval confirms your acceptance and begins film production
- Requests made more than 30 days after purchase
- Change of mind or change of circumstances after approval
- Dissatisfaction arising from inaccurate, incomplete, or vague information provided during the order process — the quality of your song and film depends directly on the details you share with us
- Dissatisfaction with the AI-assisted music production style — if you have specific questions about how our songs are made, please contact us before ordering
Express Orders
The same rules apply to The Ballad, Express. The faster timeline doesn't reduce your rights.
No Physical Returns
PetBallad is a fully digital service. No physical goods are sold or shipped, so there is nothing to return.
Fair Use of Our Guarantee
Our revisions and guarantee are offered in good faith so that every family ends up with a song and film they love. We reserve the right to decline or limit revision or refund requests that are abusive, fraudulent, or fall outside the spirit of these terms.
How to Contact Us About a Refund or Concern
Email: hello@petballad.com
Please include your order number and a brief description of your concern. We aim to respond within 2 business days, and where a refund is due we process it within 5 business days to your original payment method. Where a refund is issued, the licence to use the delivered work ends, and the delivered files may no longer be used.
PetBallad is a trade name of Dessert With Love Inc.
Address: 9981 Whalley Boulevard, Suite 3002, Surrey, BC, V3T 0G6, Canada