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Support Centre
Refund Policy
At Genting Hays, all services are custom-made digital creative services. Each project is created specifically according to the client’s brief, submitted materials, selected service options and production requirements.
Before Production Starts
If you wish to cancel your order before any production work has started, please contact us as soon as possible. We may offer a full or partial refund depending on whether project review, preparation, communication or planning work has already been carried out.
After Production Starts
Once production has started, the order becomes non-refundable. This includes, but is not limited to, lyrics writing, melody composing, arranging, mixing, mastering, film music production, film sound production, sound branding, mobile recording planning, live event sound planning and any other custom audio service.
Revisions
Most services include up to 3 complimentary revision rounds, unless otherwise stated on the product page. Revisions must remain within the original project brief. Major creative changes, new directions, replacement materials, additional versions or extra service requests may require an additional fee.
Client Materials
Please provide all required files, references, instructions and project information clearly after placing your order. Delays caused by missing, incorrect or incomplete materials are not eligible for refund.
Production Time
Estimated production times are provided as guidance only. Larger projects, complex requirements, delayed client feedback, additional recording, custom quotes or replacement materials may extend the delivery timeline. Extended production time does not automatically qualify for a refund.
Digital Delivery
As our work is delivered digitally and created specifically for each client, completed work cannot be returned, exchanged or refunded once delivered.
Custom Quote Projects
For large-scale projects, live event sound, mobile recording, film work, orchestra or string recording, brand campaigns and bespoke production packages, refund terms may be confirmed separately as part of the custom quotation.
Refund Requests
To request a cancellation or refund review, please contact us at Joi@gentinghays.com with your order number, project name and reason for the request.
How Do I Place an Order?
Placing an order with Genting Hays is simple. First, choose the service that best matches your project, select the required options, and complete your order through our website.
After placing your order, you will receive an automated email containing a project questionnaire link. Please use this link to upload your files, share your creative brief, references, production requirements and preferred timeline.
Once we receive your materials, our team will review your project and begin the production process. If we need any additional information, we will contact you by email before or during production.
Revision Policy
At Genting Hays, we want every project to feel carefully shaped, professionally finished and aligned with the client’s creative direction. Most of our services include up to 3 complimentary revision rounds, unless otherwise stated on the product page or confirmed in a custom quote.
What Counts as a Revision
A revision means reasonable adjustments based on the original project brief, such as small changes to lyrics, melody, arrangement details, mix balance, mastering level, sound design elements, timing, structure or delivery format.
What Is Included
- Up to 3 complimentary revision rounds where stated
- Adjustments based on the original brief
- Minor creative or technical refinements
- Balance, clarity, timing or format changes
- Feedback-based improvements before final delivery
What Is Not Included
Major changes that go beyond the original brief may require an additional fee. This includes, but is not limited to:
- A completely new creative direction
- Rewriting or recomposing large sections
- Replacing core project materials after production has started
- Adding new sections, new scenes or new versions
- Changing the genre, mood or reference direction significantly
- Requesting additional services not included in the original order
- Restarting the project from the beginning
Revision Timeframe
Please send revision requests as clearly as possible after receiving the draft or delivery. Delays in client feedback may extend the overall production timeline.
Final Approval
Once the final version has been approved and delivered, further changes may be treated as a new revision request or a new paid update, depending on the scope of the change.
Custom Quote Projects
For larger projects, film work, live event sound, mobile recording, orchestra recording, album production or bespoke packages, revision terms may be confirmed separately as part of the custom quotation.
Customer Support
Our dedicated team provides timely assistance, committed to addressing your queries.
Guaranteed Satisfaction
We offer up to 3 complimentary revision rounds for each major production stage, unless otherwise stated on the product page.
Fast Delivery
We aim to deliver most small to medium projects quickly and efficiently. Many individual production services are usually completed within around 5–7 days, while smaller projects may be delivered even sooner.