Contact Form

Frequently Asked Questions

Order status and delivery

How do I know if my song is ready?

All orders can be accessed exclusively through the [order tracking tool].

Enter your order number and the email address used at checkout to check the status and access your download. This is the only official delivery system.

When will my song be delivered?

The delivery time starts after the order confirmation.

  • Personalized songs – 7 days → Delivered within 7 days
  • Express 24 hours → Delivered within 24 hours
  • Express 6 hours → Delivered within 6 hours
  • Express 3 hours → Delivered within 3 hours

Express production begins immediately after purchase.

Delivery times are estimates and may vary depending on order volume or unforeseen circumstances. Express fees cover production prioritization but do not guarantee an exact delivery time.

What is considered "delivered"?

Delivery is considered complete when:

  • The song file or secure download link is available in the order tracking tool AND
  • The link is sent to the email address provided at payment.

Eloura Berlin is not responsible for the following situations:

  • Incorrect email address
  • Filtering into junk (spam) emails
  • Device limitations
  • Internet connection issues
  • Download failures caused by the client's systems

Failure to access the file does not cancel the delivery.

Cancellations and refunds

Can I cancel my order?

Personalized songs – 7 days:

  • Cancellation within 2 hours →
  • 100% refund
  • Cancellation between 2 and 24 hours →
  • 50% refund
  • After 24 hours → No refund

Express Songs 3 h / 6 h / 24 h:

  • Non-cancellable
  • Non-refundable

Production starts immediately for express orders.

Can I get a refund if I don’t like the song?

Due to the digital and personalized nature of the product, no refunds are offered once production has started.

Subjective dissatisfaction (style, emotion, preference) does not qualify for a refund.

Minor factual errors (wrong name, incorrect questionnaire response) will be corrected free of charge if reported within 48 hours of delivery.

Major stylistic changes, rewrites, or melody modifications may incur additional fees.

Additional options, upgrades, and express services are non-refundable.

What if I believe there has been a billing error?

All fees are clearly displayed before payment, including:

• The type of song selected
• Express options
• Add-ons
• VIP subscription (if selected)

By completing the payment, you confirm authorization of the total displayed amount.

If duplicate charges for the same transaction occur, they will be reviewed and refunded after verification.

If a payment dispute is opened for a completed and delivered order, Eloura Berlin may provide the payment provider with order confirmation details, authorization records at the time of payment, and delivery timestamps for review purposes.

Accounts associated with repeated payment disputes may be restricted from future purchases.

Payments and subscription terms

Can I change my payment method after placing the order?

No. Payments are processed immediately after the order is confirmed.

Why was my subscription to the VIP Song Club charged?

The Chanson VIP Club automatically renews every 12 weeks at a cost of $89.97, unless canceled before the renewal date.

Free trials must be canceled within 14 days to avoid being charged.

By signing up, you agree to recurring charges.

VIP fees are non-refundable, as membership includes:

  • An immediate 20% discount applied to your order
  • Access to exclusive member-only benefits

Are VIP membership fees refundable?

No. Membership fees are non-refundable once processed.

Benefits start immediately after registration.

Benefits of the Chanson VIP Club

What benefits do I have as a member of the Chanson VIP Club?

VIP members receive:

  • 3 free credits for personalized songs (7 days) per quarter (expire at the end of the quarter)
  • 40% off additional songs and add-ons
  • Priority production (25% faster processing queue)
  • 50% birthday reward (one-time use)
  • Entry into quarterly and annual drawings

How can I cancel my VIP subscription?

To cancel, send an email to info@tachansonunique.comat least 48 hours before your next billing date.

Cancellation only prevents future charges.

Your current billing period remains active and is non-refundable.

Requests submitted less than 48 hours before renewal may be processed for the next billing cycle.

Revisions and corrections

Minor corrections
  • Names
  • Dates
  • Minor factual errors

Must be reported within 48 hours of delivery. 3

Major revisions
  • Melody changes
  • Genre/style changes
  • Structural rewrites

May incur additional fees.

Requests must be submitted within 14 days of delivery.

Requests made after this period may be declined.

Technical information

Songs are delivered in MP3 or WAV digital format.

Customers are responsible for ensuring:

  • The compatibility of their device
  • Sufficient storage space
  • A stable Internet connection

Eloura Berlin is not responsible for playback issues caused by the customer's hardware or software.

Always access your song download through the [official order tracking tool] or the email we send once your song is completed. This ensures you receive the correct file and helps avoid delivery issues.

Intellectual property and use

Purchase grants only personal and non-commercial usage rights.

Eloura Berlin retains full ownership of:

  • The composition
  • The lyrics
  • The instrumentals
  • The production

Any commercial use, resale, redistribution, or modification without written consent is prohibited.