At RousselReads, we take pride in providing high-quality digital audio products and fully customized creative services. Our goal is to ensure every client receives a professional result that meets — and often exceeds — expectations. Because our offerings are entirely digital and personalized, this Refund and Returns Policy describes in detail how refunds are handled, what qualifies for reimbursement, and what options are available to resolve any issues that may arise.
1. Digital Nature of Our Products
All products and services offered by RousselReads are intangible digital goods, delivered electronically via email, direct download, cloud storage, or other digital delivery methods. These items include — but are not limited to — audiobooks, mini-audiobooks, character voice recordings, soundscapes, audio trailers, edited files, narration work, and custom sound productions.
Due to the nature of these digital files, once they have been delivered, accessed, downloaded, or otherwise received, they cannot be “returned” the same way physical goods can. Digital files are instantly usable and permanently accessible, which is why the concept of returning an item does not apply. As a result, traditional returns are not possible, and refund handling must follow the specific criteria outlined in this policy.
We encourage all clients to carefully review product descriptions, service details, samples, and previews before confirming their order, ensuring that expectations are aligned with the type of work being purchased.
2. Eligibility for Refunds
Although digital products generally cannot be returned, we understand that technical issues and misunderstandings do occasionally occur. Therefore, refunds may be considered under clearly defined circumstances:
• Technical Issues
If the file you receive is corrupted, incomplete, incorrectly formatted, or cannot be opened despite using appropriate software or devices, we will first attempt to correct the issue.
This may include:
• re-exporting the file
• re-uploading the material
• resending it in a different format
• providing an alternative download link
If, after reasonable attempts, the technical problem cannot be fixed, you may be eligible for a full refund.
• Service Not Delivered
If you purchased a custom service and no steps were taken to begin work — meaning no sample, draft, preview, or initial production was created — you may request a full refund. This includes cases where your project has not been assigned or processed within the agreed timeframe.
• Significant Deviation from the Description
Refunds may also be considered if the final product substantially and undeniably differs from the originally stated description or from the mutually agreed creative brief.
Before a refund is processed, we will offer:
• free revisions
• project corrections
• adjustments to ensure alignment with your original request
If the discrepancy cannot be resolved, a partial or full refund may be issued depending on the scope of the deviation.
3. Non-Refundable Cases
To maintain fairness and transparency, there are several situations where refunds cannot be granted. These non-refundable scenarios help protect the time, expertise, and creative effort invested into each custom project.
Refunds are not provided when:
• Work on your project has already begun, and you decide to cancel for personal reasons.
• You change your mind after receiving sample recordings, drafts, or previews.
• You provided incomplete, unclear, or contradictory instructions that affected the final result.
• You approved the sample voice, tone, or style — and the completed work fully matches the approved version.
• You request a refund due to differences in personal preference rather than objective quality issues.
• You no longer need the product due to external circumstances unrelated to our service.
• You expected creative decisions different from what was initially requested or approved.
• Digital files were successfully delivered but were not downloaded or accessed due to user oversight.
Because narration, audio editing, voice acting, and sound production require significant time and manual work, refunds cannot be granted simply because of subjective dissatisfaction unrelated to quality, accuracy, or promised deliverables.
4. Revisions
Most services offered by RousselReads include one or more free revisions, depending on the selected package. This ensures that minor adjustments and refinements can be made without additional cost.
Revisions may include:
• timing adjustments
• tonal changes
• pacing corrections
• small textual edits
• volume balancing
• minor sound design improvements
Major changes — such as rewriting large parts of the text, altering characters, changing voices entirely, or requesting a new creative direction — may require additional fees, as they fall outside the scope of the original order.
Revisions alone do not qualify for a refund, unless they reveal an issue that cannot be corrected through reasonable adjustments.
5. Delivery and Access Issues
If you experience problems accessing or downloading your files, we are always ready to help. Issues may include:
• emails landing in spam folders
• incorrect contact information
• expired or blocked download links
• difficulties with opening or extracting files
In such cases, we will promptly resend the files, provide new links, or deliver them through an alternative method.
Delays caused by email providers, spam filtering, or user error do not qualify for refunds, but we will ensure you receive full access to your purchase.
All digital orders are considered delivered once the file has been sent to the email provided during checkout.
6. How to Request a Refund
If you believe you qualify for a refund under the conditions described above, please contact us by email:
To ensure a faster resolution, include the following details:
- Your order number
- A clear description of the issue
- Proof of the issue (screenshots, timestamps, audio clips, etc.)
- Any relevant communication regarding the service
- Your preferred method of resolution (revision, correction, or refund)
Our support team will review your request within 3–7 business days.
If approved, refunds are issued back to the original payment method. Processing times may vary depending on your bank or payment platform.
7. Our Commitment
Your satisfaction is our priority.
At RousselReads, we are dedicated to maintaining a transparent, ethical, and client-focused approach to every project. We understand that creative digital services require trust and communication, which is why we work closely with every client to ensure clarity, comfort, and confidence.
In the rare event that something does not meet your expectations, we will do everything possible to correct the issue quickly and professionally.
Our goal is to deliver exceptional audio experiences — and to support you at every step of our collaboration.