Terms & Conditions  |  Refunds & Returns Policy

Terms & Conditions

Last updated: 28 September 2026

Please read these terms carefully. They are the agreement between you and us for using our website, ordering our audio mastering service, and buying our audio plugins.

1. Who we are

Belgrave Audio Mastering is a trading name of emixpro Limited, registered in England and Wales (company no. 08159940), registered office 71-75 Shelton Street, London, England, WC2H 9JQ (“we”, “us”, “our”). You can reach us at [email protected].

2. These terms

By using our website, placing an order, or buying a plugin, you agree to these terms and to our Privacy Policy. If you’re ordering on behalf of a business, you confirm you have authority to bind that business. If you don’t agree, please don’t use the service.

We may update these terms from time to time; the current version is always posted here, and continuing to use the service means you accept the updated terms.

3. Eligibility

You must be at least 18 and able to enter a contract. You’re responsible for keeping your account details and licence keys confidential, and for activity under your account and your licence keys.

If you have an account with us, you can sign in with a one-time code that we email to your account address, with no password needed. If you sign in with your password instead, you also need a one-time code that we email to your account address. You can create an account yourself by confirming your email address with a one-time code that we email to you, with no password needed, and if you do not already have one, we create one for you when your first mastering order is paid for, when you request a free sample, or when you buy a plugin through our plugin checkout, which is run by FastSpring. Where we create the account, we email you a link to set a password for it. Where you create an account yourself with a code, we also email you a link to set a password, in case you would like to use one. An account created by a plugin purchase uses the email address you gave at checkout; we do not create a second account where that address already has one, and you do not need an account to buy, activate or use a plugin.

If you change the email address on your account, the change takes effect only when you confirm it using the link we send to the new address. The link lasts 72 hours and must be opened while you are signed in. Your mastering orders, Studio Points and loyalty tier stay with your account. Plugin licences, including any given free with a mastering order, stay with the email address they were issued to, so they will no longer appear in your account under the new address. Contact us if you want them moved.

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Part A, The Mastering Service

4. Orders

You order through our online form. Your order is an offer to buy; a contract forms when we confirm acceptance (for example by confirming payment and beginning your order). We may decline an order, for example where we can’t verify rights to the audio, or for suspected fraud.

5. Your audio and content

You confirm that you own or have all necessary rights to the audio you submit, and that mastering it for you won’t infringe anyone else’s rights. You grant us the limited licence needed to receive, store and process your audio to provide the service. You agree to indemnify us against claims arising from content you had no right to submit. You keep all ownership of your audio and the finished masters.

6. Pricing and payment

Prices are shown at the point of order and may differ between customer types (for example independent versus major-label rates). Payment is taken in full when you place your order. You can pay using the options shown at checkout, currently PayPal, card, Apple Pay and Google Pay where your device supports them, and Amazon Pay, Klarna and Revolut Pay where available for your country and order (all except PayPal are provided through Stripe). You authorise us, through the payment provider you choose, to collect the amounts due.

7. Delivery, turnaround and revisions

We aim to deliver within the turnaround shown for your service. Finished masters are made available in your account to download. Please download them and keep your own copy. If you’re not satisfied that the work meets a reasonable professional standard, you’re entitled to revisions: we’ll re-do the work (this is your “repeat performance” remedy). You can ask for a revision from your account for a limited period after you first download each version of your masters; your account shows when that period has closed. If you confirm in your account that your masters are right, or if a project settles after delivery without a revision being requested, the revision option in your account closes. If a fault comes to light later, contact us: your statutory rights are not affected. Where a fault genuinely can’t be put right through revision, your statutory remedies (including a price reduction) still apply.

8. Cancellation and refunds

Your statutory rights as a consumer always apply and are not reduced by anything in these terms.

8.1 Your order. As an online purchase you normally have a 14-day right to cancel. However, mastering is a service performed for you, so:

• If you cancel before we start work (and within 14 days), you get a full refund.
• By placing your order and paying, you ask us to start work within the 14-day period, and you lose the right to cancel once the work has been performed.
• If you cancel after we’ve started but before completion, you must pay for the work done up to that point; we’ll refund the balance.

8.2 Quality issues (all orders). Services are provided with reasonable care and skill. If something falls short, we’ll put it right by repeat performance (revision) first; only where that isn’t possible within a reasonable time does a price reduction or refund apply, as the law provides.

9. Files and storage

Delivered masters are available to download from your account, but we can’t guarantee to keep them indefinitely. Keep your own copies. We’re not responsible for the loss of files you have not downloaded.

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Part B, The Plugin Shop

10. Buying plugins

Plugins are digital products sold through FastSpring, who act as the reseller and merchant of record for the sale. You add plugins to a basket on our Plugins page and pay on our basket page (belgraveaudiomastering.com/plugins-basket/). The checkout on that page is provided by FastSpring and is shown inside our page. Your payment details are entered directly into FastSpring’s checkout and are never received or stored by us. Your basket is kept in your browser between visits until it expires or you complete your order.

FastSpring takes payment, charges and pays any applicable taxes, and issues your receipt. Prices and any discount are shown in the basket. The currency and any tax for your country are set by FastSpring and shown in the checkout before you pay. For buyers in the UK, prices include VAT.

Your purchase of the plugin is subject to FastSpring’s Terms and Conditions of Sale for Purchasers (fastspring.com/legal/terms-sale/), and your use of the plugin is governed by our End User Licence Agreement (EULA).

When your payment is complete, FastSpring confirms the order to us and we email your licence key to the email address you gave at checkout. This normally happens within a few minutes. If you buy more than one copy in the same order, your one licence key covers the extra computers. If you buy a product you already hold a licence for, under the same email address, we add the extra computers to your existing licence and email you to confirm, instead of sending a new key. If our email has not arrived, please check your spam folder, then contact us at [email protected]. Buying a plugin also creates a free account for you on our website, using the email address you gave at checkout, unless that address already has an account with us, and we email you a link to set a password for it. You do not need the account to activate or use the plugin: your licence stays with the email address it was issued to, and the account is where you can download your plugins, see your licence keys and free up a computer.

11. Plugin licences

Plugins are licensed, not sold. The licence terms, activations, permitted use, restrictions, updates and so on, are set out in our End User Licence Agreement (EULA), which you accept when you install or use the software.

12. Plugin cancellation and refunds

Your purchase of a plugin is made from FastSpring, our reseller and merchant of record, under FastSpring’s Terms and Conditions of Sale for Purchasers, and FastSpring processes any refund. Plugins are digital content. You normally have a 14-day right to cancel, but by activating the licence you have bought you ask us to begin supply straight away and acknowledge that you lose this 14-day cancellation right once supply begins. A free trial costs nothing and is separate from any licence you buy: if you buy a licence during or after a trial, you can still cancel that purchase until you activate it. This doesn’t affect your statutory rights if the software is faulty (it must be of satisfactory quality, fit for purpose and as described). Our Refunds & Returns Policy below explains how plugin refunds work.

13. Free plugins with mastering

Where you receive plugins free as part of a mastering order, they’re licensed for your own use under the EULA, in the same way as a purchased licence. If you have never had a paid mastering order, your first paid mastering order gives you our Studio Bundle free, whatever you pay for it, whether or not you use a referral link. A free sample does not count as a paid mastering order. The Studio Bundle is withdrawn only if that order is fully refunded or cancelled, or if refunds on that order for masters come to more than half the price of one master at the time of that order; the plugins then stop working the next time they check their licence online. Your first paid mastering order counts only once, even if it is refunded, so the Studio Bundle cannot be given a second time. A refund for extras only never withdraws it, and refunds on your other orders do not affect it. Plugins you have bought are not affected, and if you later buy a product you hold free, your licence becomes a purchased one.

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Part C, General

14. Loyalty and referrals

Our loyalty and referral features are offered under their own programme rules shown in your account. We may vary or withdraw them, and we may withhold benefits where we detect abuse or fraud.

Studio Points, Welcome Points and Referral Points have no cash value and cannot be exchanged for money. They can only be used to reduce the cost of a mastering order, up to the limit shown in your account.

You earn 20 Studio Points for every master on a mastering order whose total is more than zero, including when you pay for part of the order with points.

When your account is created, we add 4 Welcome Points to your Studio Points balance. You can spend them straight away, including on an order you are placing at the time, and a refund never takes them back.

If you use someone’s referral link, you receive 20 Referral Points. They come off your next paid mastering order automatically, before you pay. They are not added to your Studio Points balance, cannot be saved up or used for anything else, and do not apply to free samples or to orders placed through our Major Label and Commercial Mastering Prep Form. If you enter a coupon on an order, the Referral Points do not apply to that order and stay on your account for your next one. You can also spend your own Studio Points on that order, up to the limit shown in your account, with the Referral Points counting towards that limit first.

Points you spend are deducted, points are earned, a referral is counted as used, referral rewards are given, your qualifying spend is counted, and free plugins, including the Studio Bundle, are issued only once your payment has been confirmed, by the payment provider or, where we confirm a payment ourselves, by us. For an order with nothing to pay, such as a free sample, our system confirms it.

If an order is refunded or cancelled, we adjust the Studio Points it gave. On a full refund or a cancellation, we reverse the points it earned you and the points it earned anyone who referred you. On a partial refund, we work out how many masters the value you kept still covers, rounded to the nearest whole master, and reverse the points earned on any masters above that number. The value you kept is the order’s full value, including any points and Referral Points used on it, less the value refunded. We reverse the points earned by anyone who referred you only if the order is fully refunded or cancelled; a partial refund never reverses them. Refunds on the same order are added together for the points you earned. On your first paid mastering order, we record each refund as being for masters or for extras only; until we have recorded it, a refund is treated as being for masters. A refund never takes back Welcome Points. Points you spent on that order are returned to you in proportion to the amount refunded, as Studio Points, rounded up, and never as cash. Referral Points are never returned. Points are returned only if they were deducted, which happens only once your payment has been confirmed. Your qualifying spend is reduced in proportion to the amount refunded, which may affect your Gold Membership.

A Studio Points balance can go below zero, where points have already been spent before a refund reverses them. Nothing on your account is blocked if that happens. Points you earn afterwards count towards clearing the shortfall, and points cannot be spent while a balance is at or below zero. We email you whenever points are reversed.

When someone uses your referral link, you receive 20 Studio Points once their mastering order has been paid for and the payment confirmed, their masters have been delivered, and they have accepted the masters, or 14 days have passed since the masters were delivered without a revision being requested. Nothing is given for a free sample. If that order is later refunded or cancelled in the ways described above, the reward is cancelled, or taken back if you have already received it. Anyone with an account who has never used a referral link can use one, once, whether or not they have ordered from us before. To use a link, you open it and confirm your email address with a 6 digit code that we email to you, which signs you in or creates your free account, or, if you are already signed in, you add the referral to your account. The referral then stays on your account, on any device, until it is used, and does not expire. If you open more than one referral link, the first referral added to your account is the one kept. Referral links may not be used on your own account, and two people cannot refer each other. A referral cancelled by a refund still counts as your one use.

15. Acceptable use of the website

Don’t misuse the website, for example by attempting to gain unauthorised access, disrupting it, uploading malicious content, or using it unlawfully. We may suspend access where these terms are breached.

16. Our intellectual property

The website, its content, our branding and our software are owned by us or our licensors and are protected by law. You may use them only as needed to use our service.

17. Our liability

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything that can’t be limited by law, and nothing affects your statutory rights as a consumer. Subject to that, we aren’t liable for loss of profit, loss of data, or indirect or consequential loss, and our total liability for any order is limited to the amount you paid for that order. For our plugins, the limit set out in our End User Licence Agreement applies instead.

18. Privacy

We handle your personal information as described in our Privacy Policy, which forms part of these terms.

19. Events outside our control

We’re not responsible for delays or failures caused by things beyond our reasonable control.

20. Governing law

These terms are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction, though if you’re a consumer you may also have the protection of the mandatory laws of where you live.

21. Contact

Questions? Email [email protected].

When you reply to one of our support ticket emails, attachments are not accepted. Any files attached to your reply, including pictures placed inside the email, do not reach us. If the ticket is still open and you reply from the email address we sent it to, your reply is added to the ticket without them, and we normally send you an automatic reply to let you know, no more than once for each ticket in any 24 hours. This does not apply to emails you send to [email protected].

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Refunds & Returns Policy

Last updated: 28 September 2026

This policy explains when refunds apply to our audio mastering service and our audio plugins, and how to request one. It sits alongside our Terms & Conditions; if anything here appears to differ from the Terms & Conditions, the Terms & Conditions apply. Nothing in this policy reduces your statutory rights as a consumer under UK law.

1. Quick summary

What you bought	Change-of-mind refund?	If something is wrong
Mastering, before work starts	Yes, full refund (within 14 days)	Not applicable yet
Mastering, once work has started	No (you asked us to begin)	Free revisions; statutory rights if the work is substandard
Plugins, once activated	No (non-refundable once activated; use the free trial to evaluate first)	Refund if the software is faulty

2. Your statutory rights

These always apply and are not reduced by this policy:

• Services (mastering) must be carried out with reasonable care and skill. If they fall short, your first remedy is repeat performance (we re-do the work), and if that cannot put it right within a reasonable time, a price reduction or refund applies.
• Digital content (plugins) must be of satisfactory quality, fit for purpose and as described. If it is faulty, you are entitled to a repair, replacement or refund.

3. Audio mastering

3.1 Cancelling before work starts

As an online purchase you normally have a 14-day right to cancel a mastering order. If you cancel within 14 days and before we begin work, you receive a full refund. Plugins are covered separately in section 4.

3.2 Once we have started

By placing your order and paying, you ask us to start work within the 14-day period, and you lose the right to cancel once the work has been performed. If you cancel after we have started but before completion, you pay for the work done up to that point and we refund the balance.

3.3 If you are not happy with the result

Tell us and we will put it right by revision (repeat performance) first. Only where a genuine quality issue cannot be fixed within a reasonable time does a price reduction or refund apply, as the law provides. You can ask for a revision from your account, as set out in section 7 of our Terms and Conditions.

3.4 Free samples and promotions

Where no payment is taken (for example a free sample), there is nothing to refund.

3.5 Studio Points and Gold Membership

Where an order is refunded or cancelled, the Studio Points it gave are adjusted: all of them on a full refund or a cancellation, and on a partial refund only those on masters that the value you kept no longer covers, counted to the nearest whole master. A refund never takes back Welcome Points. A refund can also cancel a referral, and the points it earned the person who referred you, as section 14 of our Terms and Conditions explains. Points you spent on the order are returned as Studio Points in proportion to the refund, rounded up and never as cash, and your qualifying spend towards Gold Membership is reduced in the same proportion. Referral Points are not returned. Section 14 of our Terms and Conditions sets this out in full.

3.6 Free plugins given with a mastering order

A Studio Bundle given with your first paid mastering order is withdrawn only if that order is fully refunded or cancelled, or if refunds on it for masters come to more than half the price of one master at the time of that order (see section 13 of our Terms and Conditions). Plugins you have bought are not affected.

4. Audio plugins

Plugins are digital products sold through FastSpring, who act as the reseller / merchant of record for the sale.

4.1 Try before you buy: 20-day free trial

Every plugin we sell on its own comes with a free 20-day trial, so you can install and evaluate it fully in your own setup, DAW and operating system before you buy. The Studio Bundle has no trial of its own, but you can try each plugin in it individually. We strongly recommend using the trial to satisfy yourself that the plugin performs as you need within your environment and that you are completely happy with it before purchasing. The trial exists precisely so that your purchase is a fully informed one.

To start a trial, download the trial installer from our Plugins page, install it and press Start free trial on the plugin’s activation screen. The trial starts at that moment and needs an internet connection. The plugin shows how many days of your trial remain, and when the trial ends it stops processing audio until you enter a licence. Buying a licence gives you a paid licence that is separate from the trial.

One free trial is available for each plugin on each computer, and this includes a trial our support team has given you and you have used on that computer. Reinstalling the plugin does not start a new trial. The plugin must be able to read your computer’s identifier to start a trial, which we store only in a non-reversible hashed form (see our Privacy Policy).

4.2 No refunds once activated

Plugins are digital content. By activating the licence you have bought, you ask us to begin supply straight away and acknowledge that you lose the 14-day right to cancel. Once that has happened, the purchase is non-refundable. A free trial is separate from any licence you buy: if you buy a licence during or after a trial, the purchase becomes non-refundable once you activate the licence you bought, not when the trial started. For this reason we recommend evaluating the plugin fully during the free trial, when no payment is involved.

4.3 Faulty software (your statutory rights)

The position in 4.2 does not affect your legal rights if the software is faulty. Digital content must be of satisfactory quality, fit for purpose and as described; if it is not, you are entitled to a repair, replacement or refund as the law provides.

4.4 How plugin refunds are processed

Where a refund is due, it is processed by FastSpring as merchant of record. Contact us and we will help coordinate it. If a plugin purchase is refunded or cancelled, the licence for it may be revoked, and the plugin then stops working the next time it checks its licence online.

4.5 Free plugins received with mastering

Plugins you receive free as part of a mastering order are licensed under our End User Licence Agreement; as no purchase was made, no refund applies. If the qualifying mastering order is refunded or cancelled, the free licence may be withdrawn (see 3.6).

5. Physical returns

Everything we provide is delivered digitally (file downloads and software). We do not ship physical products, so there are no physical items to return. The cancellation and refund rules above apply instead.

6. How to request a refund or cancel

To ask for a refund or to cancel, contact us with your order details:

• For mastering, include your order number, shown in your order confirmation email and next to the project in your account. You can email [email protected]. If you wish to cancel for a full refund, let us know before work starts.
• For plugins, email [email protected] with the order reference shown on your FastSpring receipt and the email address you used at checkout, and we will coordinate any eligible refund with FastSpring.

7. How and when refunds are paid

Where a refund is due for mastering, we make it without undue delay and within 14 days of the day we agree you are entitled to it, using the same payment method you used, unless you agree otherwise. Where you paid for part of a mastering order with Studio Points, a refund is split between your payment method and your Studio Points in the same proportion as you paid, and the points part is returned as Studio Points, never as cash. Plugin refunds are made by FastSpring, to the payment method you used, under FastSpring’s Terms and Conditions of Sale for Purchasers.

8. Chargebacks

Please contact us first so we can resolve any issue. Raising a chargeback before contacting us can delay resolution.

9. Changes to this policy

We may update this policy from time to time. We will post the current version here with an updated date, and highlight significant changes.

10. Contact

Questions about a refund or this policy? Email [email protected].