This Refund Policy explains when a purchase from itskooly.com can be refunded, how to request a refund, and how quickly we will respond. It applies to every Order placed through the Site.

We publish this document in English and Spanish and both versions are equally authentic. In case of inconsistency between the two versions, the Spanish version shall prevail for consumers domiciled in Chile; the English version shall prevail in all other cases. Nothing in this clause limits the non-waivable statutory rights of a consumer under the law of their country of habitual residence.

1. General principle — digital goods and the right of withdrawal

Everything we sell is a digital good: audio files, licenses, contracts, and access to memberships. At checkout you expressly accept the Terms of Service, the License Agreement, and this Refund Policy, and you consent to the immediate delivery of the digital files, waiving the 14-day right of withdrawal once the download begins.

This waiver is the legal basis under which digital goods become non-refundable after the download starts. It is valid under Art. 16(m) of the EU Consumer Rights Directive and under Chilean Ley 19.496 when accepted expressly and in advance, as you do at our checkout.

This waiver does not override the cases listed in §2 below, nor any non-waivable statutory right you may have as a consumer.

2. Refund-eligible cases

We will refund, replace, or credit your Order in the following cases:

Defective or corrupt file. The audio file you downloaded is unplayable, truncated, or fails integrity checks.
Wrong beat delivered. You received a different Beat than the one you purchased.
Duplicate charge. Our system created two Orders for the same purchase. Duplicates are refunded automatically as soon as we detect them.
Membership billing error. You were charged after a cancellation took effect, charged a wrong amount, or charged on the wrong card.

In each of these cases, we may offer a replacement file, a credit of equal value, or a monetary refund — at your choice where the law requires choice.

3. Non-eligible cases

Outside the cases listed in §2, Orders are not refundable. In particular:

Change of mind after download. Once you have started downloading a file, the right of withdrawal is waived per §1.
Misreading license terms. If the License you bought does not cover your intended use, you may upgrade to a higher tier by contacting us, but the original purchase is not refunded.
Unused membership credits. Credits granted by a Membership are non-refundable in cash or in kind.
Exclusive licenses after signature. Once the exclusive-license contract is signed, the purchase is final.
Custom beats after production started. Once we begin production on a custom work order, the advance is non-refundable.
Chargeback abuse. Filing a chargeback without first contacting us, or after we already issued a refund, is treated as fraud; we may terminate the associated account.

4. How to request a refund

To request a refund, email kooly@itskooly.com within 14 days of the Order (or within 14 days of discovering the issue, for membership billing errors) with:

Your Order ID (from your receipt or the order-confirmation email).
The email you used at checkout.
A short description of the issue.
Evidence where relevant: a screenshot, the corrupted file, or a short audio sample showing the defect.

Keep the original files and contract PDF until the refund is resolved.

5. Decision SLA

We respond to every refund request within 7 days.
If we approve the refund, we process it within 10 business days of approval.
If we need more information to decide, we will tell you what we need and the 7-day clock restarts when you reply.
If we deny the refund, we will give the reason in writing.

6. Method of refund

Refunds are issued to the original payment method used at checkout, through MercadoPago. We do not refund to a different card, bank account, or wallet. If the original payment method is no longer available, MercadoPago's standard fallback applies.

Credits and membership-period extensions may be offered as an alternative where you agree in writing.

7. Consequence of a granted refund

When we issue a refund:

The License granted with the Order terminates immediately upon refund.
You must stop using the Beat and delete every copy in your possession, including copies distributed to third parties where possible.
Any content you distributed using the Beat must be taken down as soon as reasonably possible.
If the refund relates to a defective file and we provide a replacement, the original License transfers to the replacement file and no deletion is required.

8. Consumer statutory rights (not affected)

Nothing in this Refund Policy limits the non-waivable rights you may have as a consumer. In particular:

Under Chilean Ley 19.496 (Ley del Consumidor), you retain the right to a functioning product and to the remedies provided by law for defective goods.
Under EU consumer law, you retain the protections of the Consumer Rights Directive, the Sale of Goods Directive, and the Digital Content Directive, as applicable in your country of residence.
Your right to lodge a complaint with SERNAC (Chile), your national consumer-protection authority (EU), or to use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr, is preserved in all cases.

The waiver in §1 does not waive these statutory rights; it only waives the 14-day cooling-off right, which the law expressly permits when you consent in advance to immediate delivery.

9. Contact

Email: kooly@itskooly.com
Related documents: Terms of Service · License Agreement · Privacy Policy