Refunds and Disputes (Custom Services)

Overview

All Custom Service orders on The Ghost Production — including Original Tracks, Remixes, Co-Productions, Mixing, Mastering, and MIDI Creation — are covered by a transparent Refunds and Disputes policy designed to protect both buyers and producers.
This ensures fairness, creative accountability, and a smooth experience for every custom project.

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1. Deposit Refund Policy

Every custom order begins with a 30 % deposit to start production.
This deposit is non-refundable once the producer begins work, as it compensates for time, preparation, and creative effort already invested.

Important:

• Paying the deposit does not give ownership of any demo or unfinished material.
• The deposit remains non-refundable if production has started.
• If you believe there is a valid reason for a refund, you can contact support by creating a ticket for review.

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2. Canceling an Order

You can cancel your custom order anytime directly from your order page.

To cancel:

1. Visit your Order Page.
2. Click the “Cancel” button.
3. Confirm the cancellation.

Cancellation is always available, but:

• If the producer has not yet started, the 30 % deposit may be refunded.
• If production has already started, the deposit will not be refunded.

If you believe your situation qualifies for an exception (for example, the producer hasn’t responded or delivered work), please create a ticket so our support team can review your case.

👉 Submit a ticket here: https://theghostproduction.com/ticket

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3. Final Payment Refunds

The remaining 70 % balance is paid after you approve the demo.
Refunds for this final payment are possible only if:

• The producer fails to deliver the final files after confirmed payment, and
• The issue is verified by The Ghost Production’s support team.

Refunds cannot be issued after final delivery or for creative disagreements once the demo has been approved.

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4. Disputes

If you experience an issue such as late delivery, unresponsiveness, or non-delivery, you can open a dispute through our ticket system.

How to submit a dispute:

1. Go to https://theghostproduction.com/ticket
2. Select Custom Services as the category.
3. Provide your order number, describe the issue, and attach any relevant evidence.

Our team will review your order history and communication logs to reach a fair resolution, which may include:

• Delivery extension
• Partial refund
• Full refund (in rare non-delivery cases)
• Producer replacement or platform credit

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5. Refund Eligibility Table

Situation	Refund Eligible?	Description
Deposit paid, no work started	✅ Yes	Full refund possible if producer hasn’t begun work.
Deposit paid, production started	❌ No	Deposit becomes non-refundable.
Final payment made, files not delivered	✅ Yes	Refund possible after review.
Final payment made, files delivered	❌ No	Order completed; refund not possible.
Producer unresponsive or late	⚠️ Case Review	Support investigates and mediates.

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6. Refund Processing

If a refund is approved:

• Refunds are returned to your original payment method (PayPal, card, etc.).
• Processing time is typically 3–7 business days.
• You’ll receive an email confirmation once the refund is issued.

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7. Platform Mediation

The Ghost Production acts as a neutral intermediary between buyers and producers.
For every dispute, our team:

1. Reviews the communication and order activity.
2. Confirms the producer’s progress.
3. Proposes a fair solution (refund, extension, or credit).

All discussions and evidence must remain inside the platform to ensure accurate resolution.

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8. No Chargebacks Policy

Initiating a chargeback through your bank or payment provider without contacting support first violates the Terms of Use and may result in account suspension.
Always use the official ticket system for refunds or dispute handling.

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9. Summary

Stage	Refundable?	Notes
Deposit (30 %)	❌ Non-refundable once work starts	Protects producer’s effort
Final Payment (70 %)	✅ Only if final files undelivered	Must be verified through support
Completed Orders	❌ Non-refundable	Ownership already transferred
Cancel Anytime	⚠️ Refund only if work not started	Click “Cancel” on order page
Producer Issues	⚠️ Case-by-case	Submit ticket for review

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10. Need Help?

For any refund or dispute inquiry:
👉 https://theghostproduction.com/ticket

Include:

• Your order number
• A brief explanation of your issue
• Any screenshots or attachments

Our support team responds within 24–48 hours.