Refund & Return Policy

1. Overview

Music Saves Lives ("we," "us," or "our") is a 501(c)(3) nonprofit organization. This Refund & Return Policy explains the terms and conditions under which we issue refunds for donations, merchandise, and reward redemptions made through our website and mobile application (collectively, the "Service"). All payments are processed securely through our payment processor, Stripe.

By making a payment through the Service, you acknowledge that you have read and agree to this policy.

2. Donations (One-Time)

One-time donations to Music Saves Lives are voluntary contributions to a nonprofit organization. Because donations support our mission-driven programs, they are generally non-refundable. However, we understand that mistakes can happen. We will honor refund requests for one-time donations under the following conditions:

• The refund request is submitted within 30 days of the original transaction date.
• The donation was made in error (e.g., duplicate charge, incorrect amount, or unauthorized charge).
• The request includes the transaction ID or receipt email and the donor's name and email address.

Approved refunds will be credited back to the original payment method within 5–10 business days. Refunds of donations for which a tax deduction has already been claimed may require additional documentation.

3. Recurring Donation Subscriptions

If you have set up a recurring monthly donation, you may cancel it at any time from your account or by contacting us. Cancellation stops future charges but does not refund charges already processed. Refunds for individual recurring charges are handled under the same terms as one-time donations (Section 2).

• Cancellations take effect before the next billing cycle.
• Charges already processed before cancellation are non-refundable unless they meet the error criteria in Section 2.

4. Merchandise & Webstore Purchases

Physical merchandise purchased through our webstore is eligible for return and refund under the following conditions:

• Items must be returned within 30 days of delivery.
• Items must be unused, unwashed, and in their original condition with tags attached.
• Custom or personalized items are final sale and are not eligible for return unless defective.
• Defective or incorrectly shipped items will be replaced or fully refunded at no cost to you.

To initiate a return, contact us at support@musicsaveslives.org with your order number. Approved refunds will be issued to the original payment method within 5–10 business days of receiving the returned item. Original shipping charges are non-refundable, and return shipping is the responsibility of the customer unless the item was defective or shipped in error.

5. Reward Redemptions & Points

Points redeemed for rewards (merchandise, gift cards, EXPERIENCE vouchers) are non-refundable once the reward has been fulfilled or the voucher has been issued. If a reward cannot be fulfilled due to inventory or availability, the redeemed points will be returned to your account.

• EXPERIENCE vouchers are single-use and non-transferable; once redeemed at an event they cannot be refunded.
• Gift cards and digital rewards are final once delivered.
• If you believe a reward was issued in error, contact us within 14 days for review.

6. How to Request a Refund

To request a refund, please contact us with the following information:

• Your full name and email address
• The transaction ID or order number
• The date and amount of the charge
• The reason for the refund request

Submit refund requests to support@musicsaveslives.org. We will review and respond to all requests within 5 business days.

7. Refund Processing

Approved refunds are processed through Stripe and credited to the original payment method. Depending on your bank or card issuer, refunds may take an additional 3–5 business days to appear on your statement after we issue them.

• Refunds are issued in the original currency and amount.
• Partial refunds may be issued at our discretion where appropriate.
• We do not refund processing or platform fees that you elected to cover at checkout.

8. Chargebacks

We encourage you to contact us directly before initiating a chargeback with your bank or credit card company. Most issues can be resolved quickly through our support team. Initiating a chargeback without first contacting us may delay resolution and could result in account suspension if the charge is found to be valid.

9. Changes to This Policy

We may update this Refund & Return Policy from time to time. We will post the updated policy on this page with a revised "Last updated" date. Your continued use of the Service after changes constitutes acceptance of the revised policy.

10. Contact Us

If you have any questions about this Refund & Return Policy, please contact us: