Refund, Cancellation & Subscription Policy

Refund, Cancellation & Subscription Policy

Trackdock Limited, trading as TrakRoom.

1. About this Policy

This Policy explains when payments made through TrakRoom can be cancelled, refunded or disputed, and who is responsible for handling each type of request.

TrakRoom is operated by Trackdock Limited, a company registered in Nigeria, whose registered address is 4H, Arc Farouq Musa Street, Brains and Hammers City, Life Camp, Abuja, FCT, Nigeria ("TrakRoom", "we", "us", "our").

This Policy forms part of, and should be read together with, our Merchant Service Agreement, Privacy Policy and Intellectual Property & Copyright Policy. By creating an account, subscribing to a plan, or completing a purchase through TrakRoom or through any storefront hosted on TrakRoom, you confirm that you have read and accepted this Policy.

If anything in this Policy conflicts with a right you hold under a law that cannot be excluded, that law prevails. See section 20.

2. The most important thing to understand: two kinds of transactions

TrakRoom is a platform. Independent producers and creators ("Sellers") use it to run their own branded stores. Two very different kinds of payment happen on TrakRoom, and they are handled differently.

2.1 Platform transactions — Trackdock Limited is the merchant

These are payments made to us:

• Subscription plans (Starter, Pro, Ultimate and any future plan)
• Plan upgrades, add-ons, storage or feature expansions
• Any product, service, software or plugin sold directly by TrakRoom under our own name

For these, Trackdock Limited is the merchant of record. Part A of this Policy applies. Refund requests come to us and we decide them.

2.2 Storefront transactions — the Seller is the merchant

These are payments made by a customer ("Buyer") to a Seller for that Seller's own products: beats, WAVs, stems, exclusive licences, sound kits, presets, beat packs, sample packs, courses and other digital goods.

Sellers connect their own payment gateway credentials (currently Flutterwave) to their store. Funds from a storefront sale settle directly into the Seller's own payment account. TrakRoom does not take custody of that money, does not hold it in escrow, and takes 0% commission on it.

This means TrakRoom cannot unilaterally refund a storefront sale. Only the Seller, through their own payment gateway, can issue that refund.

The contract of sale for a storefront purchase is between the Buyer and the Seller. TrakRoom provides the storefront, the delivery mechanism and the licence templates; it is not a party to that sale. Part B of this Policy applies to these transactions, and sets out the minimum standards every Seller on TrakRoom must meet.

3. Definitions

• Seller — an account holder operating a store hosted on TrakRoom.
• Buyer — a person who purchases a Digital Product from a Seller's store.
• Subscriber — a Seller who pays for a TrakRoom subscription plan.
• Digital Product — any file, licence or digital item sold through a store, including beats, leases, exclusive rights, WAVs, stems, sound kits, presets, beat packs, plugins, software and hosted courses.
• Delivered — the point at which download access is granted, a download link is issued, a licence file is generated, a licence key is released, or hosted content is unlocked, whichever happens first.
• Payment Provider — the third-party payment gateway processing a transaction. Currently Flutterwave. Others may be added.
• Billing Period — the monthly or other recurring interval for which a subscription fee is charged.

Part A — Subscriptions and purchases from TrakRoom

4. Free plan

The Free plan costs nothing and is not billed. There is nothing to refund or cancel. You may stop using it at any time, and you may delete your account from your account settings.

5. Subscription billing and automatic renewal

Paid plans are billed in advance for each Billing Period. The price, currency and billing frequency are shown to you before you confirm the purchase.

By subscribing, you authorise Trackdock Limited and its Payment Provider to charge your chosen payment method automatically at the start of each Billing Period, until you cancel. Subscriptions renew automatically unless we state otherwise at checkout.

We will not charge a renewal without your prior authorisation of the payment method, and we will make the renewal date visible in your account billing settings.

6. Cancelling a subscription

You may cancel at any time from Dashboard → Billing, or by emailing info@trakroom.com from your account email address.

Cancellation takes effect at the end of the Billing Period you have already paid for. You keep access to your paid features until that date. After that date:

• Your store reverts to the Free plan limits.
• Custom domains stop resolving; your TrakRoom subdomain remains active.
• Products above the Free plan limit are retained but hidden from your public storefront until you reduce your catalogue or resubscribe.
• We retain your files for 90 days after downgrade, after which they may be permanently deleted.

Cancelling stops future charges. It does not refund the Billing Period already in progress, except as set out in section 8.

7. Upgrades and downgrades

Upgrades take effect immediately. You are charged the difference between your current plan and the new plan, prorated for the remainder of the current Billing Period.

Downgrades take effect at the end of the current Billing Period. We do not refund the difference for the remainder of a period you have already paid for.

8. When we refund a subscription

We will refund a subscription payment where:

8.1 First payment — 14-day cooling-off. If this is the first paid charge on your account and you request a refund within 14 days of that charge, we will refund it in full, provided you have not, during that period, taken commercial value from the paid tier — specifically, that you have not completed a sale through a custom domain, exceeded the Free plan product limit, or used a paid-tier-only feature in a way that cannot be reversed. This is a goodwill guarantee offered in addition to your legal rights, and it applies once per account.

8.2 Duplicate charge. You were charged more than once for the same Billing Period.

8.3 Billing error. You were charged the wrong amount, charged after a valid cancellation, or charged on a plan you did not select, because of an error on our side.

8.4 Failed provisioning. You paid for a plan, and we failed to make the corresponding features available to you, and we could not resolve it within a reasonable time after you reported it.

8.5 Sustained outage. TrakRoom was materially unavailable for a continuous period exceeding 72 hours within a single Billing Period because of a failure attributable to us. In that case we will issue a prorated credit or refund for the affected days on request.

8.6 Required by law. Any case where applicable law requires a refund.

8.7 Discretion. Any other case where we decide, at our discretion, that a refund is fair. Granting one refund on this basis does not oblige us to grant another.

9. What is not refundable

Except where section 8 applies, or the law requires otherwise:

• Billing Periods that have already begun and been used.
• Partial or unused portions of a Billing Period after cancellation.
• Periods during which your account was suspended or terminated for breach of our Merchant Service Agreement.
• Amounts already paid out to you or to your collaborators from storefront sales.
• Payment gateway fees, bank charges or currency conversion losses incurred on the original transaction.
• Purchases made under a promotion that expressly states that sales are final.

10. Failed payments

If a renewal payment fails, our Payment Provider or we may retry the charge over a period of up to 10 days. We will notify you at your account email address.

If payment is still unsuccessful after that period, we may downgrade your account to the Free plan or suspend paid features. Your data and files are retained under section 6 during this time. Your storefront's ability to take payments is not affected by a failed platform subscription payment, but paid-tier features such as custom domains will stop working.

11. Price changes

We may change plan prices. Where we do, we will give you at least 30 days' notice by email before the change applies to your account. A price change applies only to Billing Periods beginning after the notice period ends. If you do not accept a new price, you may cancel before it takes effect.

12. Trials and promotions

Where we offer a free trial, the trial length and what happens at the end of it will be stated when you sign up. Unless we say otherwise, a trial converts into a paid subscription automatically at the end of the trial period. You must cancel before the trial ends to avoid being charged.

Promotional offers may carry their own terms, eligibility conditions and expiry dates. Where a promotion's terms differ from this Policy, the promotion's terms govern that promotion. Promotions may not be combined unless we say so.

Part B — Purchases from Seller storefronts

13. Who you are buying from

When you buy a Digital Product from a store hosted on TrakRoom, you are buying from that Seller, not from Trackdock Limited. The Seller sets the price, owns or licenses the rights to the product, and receives the money. Payment is processed through the Seller's own Payment Provider account.

The Seller's name and contact details are shown on their storefront and on your order confirmation. Refund requests for storefront purchases go to the Seller first.

14. Default position: digital sales are final on delivery

Digital Products are Delivered immediately or near-immediately after payment, cannot be returned, and grant a licence that takes effect on delivery. Accordingly, all storefront sales are final once the product has been Delivered, except in the circumstances listed in section 15 or where the law provides otherwise.

By completing a purchase, you acknowledge that delivery begins immediately and that, to the extent permitted by law, you waive any cancellation right that would otherwise apply to undelivered digital content once delivery has started.

Not liking a beat, changing your mind, buying the wrong licence tier by mistake, or no longer needing a product is not a ground for refund. Preview audio is provided on every product page precisely so you can make that judgement before paying.

15. When a storefront refund should be issued

Every Seller on TrakRoom agrees, as a condition of using the platform, to issue a refund to a Buyer in these circumstances:

15.1 Non-delivery. The Buyer paid, but no download link, licence file or access was ever provided, and the Seller cannot deliver it within 3 business days of being notified.

15.2 Defective or unusable files. The delivered files are corrupt, empty, truncated, silent, or cannot be opened, and the Seller cannot supply a working replacement within 3 business days.

15.3 Materially not as described. The product is materially different from what the store page described, for example stems advertised but not included, a WAV advertised but only an MP3 delivered, or a stated BPM, key, track count or file format that is wrong in a way that makes the product unusable for its stated purpose.

15.4 Duplicate payment. The Buyer was charged more than once for the same order.

15.5 Unauthorised transaction. The payment was made without the cardholder's authorisation and this is confirmed.

15.6 Withdrawn rights. The Seller cannot lawfully grant the licence sold, for example where the beat is subject to a valid copyright claim, or where an exclusive licence had already been sold to someone else.

15.7 Where the law requires it. Including under the Nigerian Federal Competition and Consumer Protection Act 2018 or, for Buyers outside Nigeria, any mandatory consumer protection law of the Buyer's own country.

A Seller may offer refunds more generously than this. A Seller may not offer less. A store policy that purports to refuse refunds in any of the situations above is unenforceable on TrakRoom and is a breach of the Merchant Service Agreement.

16. Product-specific rules

16.1 Non-exclusive leases (MP3, WAV, stems, trackout). Governed by sections 14 and 15. Once Delivered, the licence is granted and the sale is final.

16.2 Exclusive licences and exclusive rights. When an exclusive is sold, the beat is removed from sale and the Seller's rights position changes permanently. Because of this, an exclusive sale may only be refunded under section 15, and a refund will only be processed on the condition that the Buyer confirms in writing that all copies have been deleted and that any release using the work will be withdrawn. Where an exclusive has already been used in a commercially released recording, a refund is not available and the parties must resolve the matter between themselves.

16.3 Licence upgrades. Where a Buyer upgrades from a lease to a higher tier or to an exclusive, the amount already paid for the lower tier is credited against the upgrade price. Upgrades are otherwise treated as new sales under this Part.

16.4 Sound kits, sample packs, preset packs and beat packs. These are bundled digital goods. They are final on delivery, subject to section 15. A defect in one file inside a pack does not entitle the Buyer to a refund of the whole pack if the Seller supplies a corrected file within 3 business days.

16.5 Software, plugins and licence keys. A licence key is Delivered when it is issued, whether or not it has been activated. Once a key has been activated, no refund is available except under sections 15.1, 15.4 or 15.5, because activation cannot be reliably reversed. If a key is issued but not yet activated, and a refund is granted, the key will be revoked as a condition of the refund. System requirements are stated on the product page; a plugin failing to run on a system that does not meet those requirements is not a defect.

16.6 Hosted courses and protected content. Where a course is sold, a refund may be requested within 7 days of purchase provided no more than 20% of the course content has been accessed. After that, sections 14 and 15 apply.

17. How a Buyer requests a storefront refund

Step 1 — Contact the Seller. Use the contact details on the storefront or on your order confirmation email. Sellers are required to respond within 3 business days.

Step 2 — Escalate to TrakRoom. If the Seller does not respond within 3 business days, or refuses a refund that is clearly required under section 15, email info@trakroom.com with:

• Your full name and the email address used at checkout
• The store name and product name
• The order or transaction reference
• The date of purchase
• What went wrong, with screenshots or files where relevant
• Confirmation of when and how you contacted the Seller

Step 3 — Our review. We will acknowledge within 1 business day and aim to reach a position within 7 business days.

18. What TrakRoom can and cannot do about storefront sales

We can:

• Contact the Seller and require them to respond
• Check our own delivery, download and licence-generation logs to establish whether delivery actually happened
• Re-issue a download link or re-generate a licence file where the failure was ours
• Require a Seller to issue a refund where section 15 applies
• Restrict, suspend or terminate a Seller's account for repeatedly refusing legitimate refunds, and withdraw their access to the platform
• Provide transaction records to a Payment Provider in a dispute

We cannot:

• Move money out of a Seller's payment account
• Issue a refund from our own funds for a sale we did not receive the money for
• Force a Payment Provider to reverse a settled transaction
• Guarantee the quality, originality or rights position of any Seller's product

Nothing in this section makes Trackdock Limited a guarantor of any Seller's obligations. Where we assist a Buyer, we do so as a facilitator and at our discretion.

19. Collaborator splits and reversals

Where a sale is subject to a collaborator split, a refund reverses the whole transaction, including each collaborator's share. If splits have already been paid out, the Seller is responsible for recovering the collaborators' portions and for funding the refund in full in the meantime. Sellers should account for this when configuring split payout timing.

Part C — Provisions applying to all transactions

20. Consumer rights

Nothing in this Policy excludes, restricts or modifies any right or remedy you have under a law that cannot be excluded by agreement, including the Federal Competition and Consumer Protection Act 2018 (Nigeria) and, for customers outside Nigeria, the mandatory consumer protection laws of your country of residence.

Where such a law gives you rights more favourable than this Policy, those rights apply.

21. Time limits

Refund requests must be submitted within 14 days of the transaction date, unless a longer period is required by law or is expressly stated elsewhere in this Policy. Requests relating to unauthorised transactions may be made as soon as you become aware of them, and are not subject to the 14-day limit.

22. How approved refunds are processed

Approved refunds are returned to the original payment method. We do not refund to a different card, account, wallet or person.

Refunds are processed within 7 business days of approval. The time for funds to appear depends on your bank, card issuer, mobile money operator or Payment Provider, and is outside our control. Card refunds commonly take a further 5 to 10 business days to appear on a statement.

Where a refund to the original method is technically impossible, for example an expired card or a closed account, we will work with the Payment Provider to identify an alternative, or issue account credit where you agree to it.

23. Currency, conversion and fees

Prices may be displayed in US dollars and charged in your local currency, or displayed and charged in local currency, depending on the store, the Payment Provider and your location.

Refunds are issued in the currency in which the original charge was made, for the original amount charged in that currency. Because exchange rates move, the amount that lands in your account may differ from the amount that originally left it. We do not compensate for exchange rate movement, foreign transaction fees, or bank charges applied by your own financial institution.

Payment gateway processing fees deducted at the time of the original transaction may not be recoverable, and may be deducted from a partial refund where the law permits.

24. Unauthorised transactions

If you believe a payment was made from your card or account without authorisation, contact us immediately at info@trakroom.com and contact your bank or card issuer at the same time. We will investigate, may ask you for information to verify ownership of the account and the transaction, and will cooperate with your bank and the Payment Provider.

25. Chargebacks and payment disputes

Please contact us, or for a storefront purchase, the Seller, before raising a chargeback. Most issues are resolved faster directly than through a dispute process, which can take 30 to 90 days.

If a chargeback is raised, we may disclose account, transaction, delivery-log and service information to the Payment Provider, the acquiring bank and the card network in order to respond to it.

Chargebacks raised in bad faith, including where a Digital Product was demonstrably downloaded and retained, or where the same buyer repeatedly disputes delivered purchases, may result in suspension or permanent termination of the associated account and forfeiture of access to any products previously purchased, subject to applicable law. We may also report such activity to the Payment Provider.

26. Suspension and termination by us

We may suspend or terminate an account, with notice where reasonably practicable, for: breach of the Merchant Service Agreement; fraudulent or abusive activity; copyright infringement or repeated infringement claims; non-payment; circumvention of platform restrictions; or conduct creating a legal, financial or security risk to us, to other users or to our Payment Providers.

Termination for breach does not create a right to a refund of amounts already paid. Where we terminate an account without cause, we will refund the unused portion of the current Billing Period on a prorated basis.

27. Service availability

We aim to keep TrakRoom available and reliable, but we do not guarantee uninterrupted or error-free service. Interruptions may arise from maintenance, technical faults, Payment Providers, hosting or storage providers, connectivity, security incidents, or events outside our reasonable control.

A short or intermittent interruption does not create a right to a refund. Sustained outages are addressed in section 8.5.

28. Payment Providers

Transactions on TrakRoom are currently processed through Flutterwave, which supports merchants in Nigeria, Ghana, Kenya, Uganda, Rwanda, Tanzania, South Africa, Zambia, Cameroon, Côte d'Ivoire, Senegal and Malawi.

We may add other payment gateways. Where we do, this Policy continues to apply, and any additional requirements imposed by that provider will be disclosed at checkout. Each provider has its own settlement times, refund windows and dispute procedures, which may affect how quickly a refund can be processed. Where a Payment Provider's own rules impose a shorter refund window than this Policy, we will tell you and, where we cannot refund through the gateway, we will look for an alternative route.

29. Governing law

This Policy is governed by the laws of the Federal Republic of Nigeria. Disputes are subject to the non-exclusive jurisdiction of the Nigerian courts. This does not deprive a consumer of the protection of mandatory provisions of the law of their own country of residence.

30. Changes to this Policy

We may update this Policy. We will change the "Last updated" date at the top and, for material changes affecting your rights, give notice by email or in-product at least 14 days before the change takes effect. Changes apply to transactions completed after the effective date, not retrospectively. Continued use of TrakRoom after that date constitutes acceptance, to the extent permitted by law.

31. Contact

Trackdock Limited, trading as TrakRoom

4H, Arc Farouq Musa Street, Brains and Hammers City, Life Camp, Abuja, FCT, Nigeria

Email: info@trakroom.com

Phone: +234 708 425 4194

Attention: Managing Director

We respond to enquiries within 2-5 business days. When contacting us about a payment, please include your account email, the store name (for storefront purchases), and the transaction reference.

Related policies

• Merchant Service Agreement
• Privacy Policy
• Intellectual Property & Copyright Policy
• Contact Information