Version 1.0 — Effective 31 July 2026

This Refund and Withdrawal Policy applies to digital music, music licenses and other downloadable products purchased through bojanamusic.com.

It forms part of the Bojana Music Terms of Sale.

1. Seller Information

The seller is:

Bojana Radovanovic, an individual trading as Bojana Music

Location: Skopje, Republic of North Macedonia

Postal address: Mramorec 43 b, 1000 Skopje

Email: info@bojanamusic.com

Website: bojanamusic.com

In this Policy, Bojana Radovanovic trading as Bojana Music is referred to as “Bojana Music,” “we,” “us” or “our.”

The person or business placing an order is referred to as the “Customer” or “you.”

2. Digital Products

Bojana Music products are supplied digitally and may include:

• MP3 audio files;
• WAV audio files;
• personalised license PDFs;
• Personal Music Licenses;
• Commercial Single Track Licenses;
• Business Music Collection Licenses; and
• other digital files described on the relevant product page.

No physical product is shipped.

Because the products are downloadable digital content, different withdrawal and refund rules may apply after digital delivery begins.

3. Summary of This Policy

Purchases are normally final once digital delivery has begun after the Customer has given any consent and acknowledgment required by applicable law.

However, we will provide an appropriate remedy where:

• the purchased files are not delivered;
• a file is corrupted or cannot be used in its stated format;
• the wrong track, collection or license document is supplied;
• a required file is missing;
• the product materially differs from its description;
• an accidental duplicate payment or duplicate order occurs;
• a payment was genuinely unauthorised; or
• applicable law gives the Customer another mandatory right.

Depending on the circumstances, the remedy may be:

• a replacement download;
• a corrected file or license PDF;
• delivery of a missing file;
• reasonable technical assistance;
• an upgrade on payment of the applicable price difference;
• a partial refund;
• a full refund; or
• another remedy required by applicable law.

4. Right of Withdrawal Before Delivery

A Consumer may have a statutory right to withdraw from an online purchase within a specified period, including a period of 14 days where applicable.

For digital content not supplied on a physical medium, the withdrawal period normally begins when the contract is concluded.

A Consumer may exercise an applicable right of withdrawal before digital delivery begins by sending us a clear statement that the Consumer wishes to withdraw from the purchase.

The Consumer may use the model form at the end of this Policy, but use of that form is not mandatory.

The withdrawal notice must be sent before the applicable withdrawal period expires.

5. Immediate Digital Delivery

Bojana Music products are designed to be delivered as instant digital downloads.

Before completing an instant-download purchase, a Consumer may be required to:

• expressly request that supply of the digital content begins immediately, before the withdrawal period expires; and
• acknowledge that the right of withdrawal will be lost once digital delivery begins.

The consent and acknowledgment must be actively given through a separate unchecked box or another clear affirmative action.

Confirmation may be included in the order confirmation email or another electronic record supplied to the Customer.

If the required consent is not given, we may prevent completion of the instant-download order or delay delivery until the applicable withdrawal period expires.

6. Loss of the Change-of-Mind Withdrawal Right

Where applicable law permits it, a Consumer loses the change-of-mind right of withdrawal once:

• the Consumer has expressly requested immediate digital delivery;
• the Consumer has acknowledged that the right of withdrawal will be lost;
• the required confirmation has been provided; and
• access to or delivery of the digital content has begun.

After those conditions are satisfied, the Customer is not entitled to a refund merely because:

• the Customer changed their mind;
• the Customer no longer wants or needs the Music;
• the Customer did not listen to the available preview;
• the Customer prefers another track;
• the Customer’s project, campaign or business plan changed;
• the Customer did not use the downloaded files;
• the Customer expected a particular emotional, relaxation, sleep, wellness or business result;
• a platform or client rejected the Customer’s project;
• the Customer selected a license that does not permit the intended use; or
• the Customer failed to read the product description, license or Terms of Sale.

Loss of the change-of-mind withdrawal right does not remove mandatory rights relating to non-delivery, defects or lack of conformity.

7. Where Digital Delivery Has Not Begun

Where:

• the Customer legally qualifies as a Consumer;
• an applicable right of withdrawal exists;
• delivery of the digital content has not begun; and
• the Customer has not validly lost that right,

the Consumer may withdraw by contacting us within the applicable withdrawal period.

The notice should include:

• the Customer’s full name;
• order number;
• order date;
• product or track title; and
• a clear statement that the Consumer wishes to withdraw.

Where the withdrawal is valid, the order and associated license will be cancelled.

8. Non-Delivery

If the purchased files or download link are not received, the Customer should first:

• check the email spam or junk folder;
• confirm that the correct email address was entered;
• check the Customer account, where applicable; and
• verify that PayPal or the payment provider completed the payment.

The Customer should then contact us with the order number.

We may resolve the problem by:

• resending the order confirmation;
• supplying a replacement download link;
• correcting the Customer’s email address;
• restoring authorised account access; or
• delivering the files through another secure electronic method.

If we fail to supply the purchased digital content within a reasonable time after receiving notice, the Customer may be entitled to cancel the affected purchase and receive a refund under applicable law.

An immediate refund may apply where it is clear that the product cannot or will not be supplied, or where delivery by an expressly agreed time was essential.

9. Corrupted, Missing or Incorrect Files

Please contact us if:

• an MP3, WAV or PDF file is corrupted;
• a supplied file cannot be opened in its stated format;
• a file is incomplete;
• the wrong track or collection was delivered;
• an expected file is missing;
• the license PDF contains a material error in the order details; or
• the delivered product materially differs from its description.

The Customer should provide:

• full name;
• order number;
• affected file name;
• description of the problem;
• relevant error message;
• screenshot, where useful; and
• basic information about the device or software used.

We will normally first attempt to correct the problem by:

• supplying a replacement file;
• correcting the personalised license;
• providing the missing file;
• issuing a new download link; or
• providing reasonable technical instructions.

A correction or replacement for a problem caused by us will be provided without an additional charge.

10. Refunds for Defective or Non-Conforming Content

A refund is not normally the first remedy where the problem can reasonably be corrected through a replacement or corrected file.

A Customer may be entitled to a proportionate price reduction or termination and refund where:

• correction or replacement is impossible;
• correction would be legally or technically disproportionate;
• we refuse to correct the problem;
• the problem is not corrected within a reasonable time;
• the corrected product remains materially defective;
• correction would cause significant inconvenience to the Consumer; or
• the defect is sufficiently serious to justify an immediate refund.

A minor issue that does not materially prevent the permitted use of the product may not justify cancellation of the entire order.

Nothing in this section limits a mandatory statutory remedy.

11. Accidental Duplicate Purchases

Please contact us promptly if:

• the same product and license were purchased twice;
• PayPal or another payment provider processed the same payment twice; or
• a technical problem created duplicate orders.

Please provide all relevant order or transaction numbers.

Where the duplicate is confirmed, we will normally refund the duplicate charge.

The duplicate license associated with the refunded payment will be cancelled and must not be used or transferred.

12. Wrong Product or License Selected

Customers are responsible for checking the product, track, collection and license type before submitting payment.

Purchasing the wrong license does not grant the rights available under a higher license.

For example:

• a Personal Music License does not permit commercial use;
• a Commercial Single Track License does not cover a full collection;
• one Commercial License does not cover multiple clients, businesses, brands or locations; and
• an expired Business Music Collection License does not permit new or ongoing business use.

Where the Customer reports an obvious mistake promptly, we may offer, at our discretion:

• cancellation before digital delivery;
• an upgrade after payment of the price difference;
• credit toward the correct license;
• replacement of an incorrectly generated license PDF; or
• another reasonable goodwill solution.

A change-of-mind refund is not guaranteed after digital delivery has begun.

13. Business Customers

Commercial Single Track Licenses and Business Music Collection Licenses are intended primarily for business and professional use.

Except where mandatory law requires otherwise, a Business Customer does not have a change-of-mind right after digital delivery begins.

A Business Customer is responsible for confirming before purchase that:

• the selected license permits the intended use;
• the correct person or legal entity is named as the Licensee;
• the correct brand is identified;
• the correct physical location is identified where applicable;
• the selected track or collection is correct; and
• the Customer’s intended use complies with the applicable license.

The following do not normally create a right to a refund:

• failure to use the Music;
• early cancellation of a project;
• loss of a client;
• closure or relocation of a business;
• change of brand;
• change of ownership;
• suspension of a social media account;
• platform rejection or demonetisation;
• expiry of a Business Music Collection License;
• failure to renew a license; or
• a decision to stop using the Music before the end of a license term.

14. Business Music Collection License

A Business Music Collection License is supplied for the fixed one-year term shown in the personalised license.

It covers only the tracks listed in Schedule 1 of that license.

The License is not a subscription to future music releases unless the product description expressly states otherwise.

Closing the business, ceasing use or using only part of the collection does not normally create a right to a full or prorated refund.

Where a refund is lawfully issued, the Business Music Collection License terminates and all continued use must stop in accordance with that license.

15. Goodwill Refunds

We may choose to provide a refund, credit or replacement even where we are not legally required to do so.

Possible goodwill cases include:

• an obvious duplicate purchase;
• an immediately reported accidental order;
• a minor administrative mistake;
• exceptional personal circumstances; or
• another situation where we consider a goodwill solution fair.

A goodwill refund:

• is discretionary;
• does not create a continuing policy or precedent;
• does not admit legal liability; and
• may require termination of the associated license.

16. Excluded Refund Reasons

Subject to mandatory law, refunds will not normally be provided because:

• the Music did not produce a desired relaxation, sleep, wellness or emotional outcome;
• the Music did not produce a desired business or financial result;
• the Customer dislikes the Music after purchase where an accurate preview was available;
• the Customer’s speakers, headphones or playback settings sound different;
• the Customer lacks compatible software for a clearly disclosed standard file format;
• the Customer’s internet connection is slow or temporarily unavailable;
• the Customer cannot use the Music for a prohibited purpose;
• the Customer expected ownership, exclusivity or copyright transfer;
• the Customer expected the license to cover another client, brand, business or location;
• a third-party platform changes its rules;
• the Customer’s content is removed for reasons unrelated to a breach by Bojana Music; or
• the Customer failed to download or back up the files while the download link was available.

These exclusions do not apply where the digital content is genuinely defective, materially misdescribed or not delivered.

17. How to Request Assistance or a Refund

Send the request to:

Email: info@bojanamusic.com

The request should include:

• full name;
• order number;
• order date;
• PayPal or payment transaction reference, where available;
• product or track title;
• purchased license type;
• reason for the request;
• description of any technical problem; and
• screenshots or error messages where relevant.

We may request reasonable additional information to:

• verify the purchase;
• identify the technical problem;
• confirm whether delivery began;
• determine the applicable license;
• prevent fraud; or
• comply with legal and payment-provider requirements.

18. Review of Requests

We will review the request based on:

• the purchased product;
• the applicable license;
• whether the Customer is a Consumer or Business Customer;
• whether digital delivery began;
• the checkout consent record;
• the nature and seriousness of any defect;
• whether the problem can be corrected;
• the timing of the request; and
• any mandatory law that applies.

We may first attempt to resolve a technical or delivery issue before approving a refund.

We will respond within a reasonable time.

19. Refund Method and Timing

An approved refund will normally be made through the same payment method used for the original purchase, unless another lawful method is expressly agreed.

Where applicable law specifies a deadline, the refund will be initiated within that deadline.

For a valid statutory Consumer withdrawal or refund for non-conforming digital content, reimbursement will be made without undue delay and, where legally required, no later than 14 days after we are informed of the valid withdrawal or refund entitlement.

We will not charge the Customer a refund fee where the refund is required by law.

PayPal, the Customer’s bank or another payment provider may require additional time to display the refunded amount after we initiate it. That processing time is outside our direct control.

Currency-conversion differences or payment-provider exchange-rate changes may affect the amount displayed in the Customer’s local currency.

20. Effect of a Refund on the Music License

Unless we expressly confirm otherwise in writing, a full refund, chargeback, payment reversal or cancelled payment automatically terminates the associated music license.

After termination, the Customer must:

• stop using the Music;
• stop creating or publishing new content containing the Music;
• stop business or public playback;
• remove the Music from unpublished and scheduled content;
• stop paid advertising containing the Music;
• delete the downloaded audio files and working copies; and
• instruct employees and contractors to delete their copies.

Any right for previously published content to remain online is governed by the applicable license and normally does not continue after a refund, chargeback or reversed payment.

A partial refund may reduce or modify the licensed rights only where we expressly confirm that modification in writing.

21. Chargebacks and Payment Disputes

Customers should contact us before opening a PayPal, bank or card dispute so that we have a reasonable opportunity to investigate and resolve the problem.

Nothing in this Policy prevents a Customer from:

• disputing a genuinely unauthorised transaction;
• exercising a mandatory statutory right;
• reporting fraud; or
• using a legally available complaint or dispute process.

A chargeback or payment reversal terminates the associated license unless the payment dispute is resolved in our favour or we confirm continued validity in writing.

Continued use of the Music after a refund or payment reversal may constitute unauthorised use.

22. Unauthorised Payments

A Customer who believes that a payment was made without authorisation should contact:

• PayPal or the relevant payment provider;
• the Customer’s bank or account provider; and
• Bojana Music.

We may suspend download access while the matter is investigated.

Where a payment is confirmed as unauthorised and reversed, the associated license will not remain valid.

23. Customer Obligations After Withdrawal or Termination

After a valid withdrawal, refund or termination, the Customer must refrain from:

• using the digital content;
• making it available to another person;
• retaining it for future use;
• publishing new content containing it;
• registering or claiming rights in it; or
• continuing any business, commercial or public use.

The Customer must delete the supplied files and any copies under the Customer’s control, except where retention is required solely for legal or accounting evidence and no use is made of the Music.

24. Mandatory Consumer Rights

Nothing in this Policy excludes, restricts or replaces a right or remedy that cannot lawfully be excluded.

Where the Customer legally qualifies as a Consumer, mandatory protections may apply under:

• the law of the Republic of North Macedonia;
• the law of the Customer’s habitual residence;
• applicable cross-border consumer law; or
• another law that applies regardless of the governing-law clause.

If this Policy conflicts with a mandatory consumer rule, the mandatory rule prevails to the extent of the conflict.

25. Relationship With Other Documents

This Policy should be read together with:

• the Bojana Music Terms of Sale;
• the applicable Personal, Commercial or Business music license;
• the order confirmation;
• the personalised license PDF; and
• the product description accepted at checkout.

The applicable music license governs how the Music may be used.

The Terms of Sale govern the purchase, payment and delivery process.

This Policy explains the refund and withdrawal procedure.

If there is an inconsistency:

• mandatory applicable law prevails;
• the order-specific details prevail for the product and Customer information;
• the applicable license prevails regarding permitted and prohibited use;
• the Terms of Sale prevail regarding the general sale contract; and
• this Policy applies to refund and withdrawal procedures.

26. Changes to This Policy

We may update this Policy for future purchases.

The version accepted or made available when an order was placed will continue to apply to that order, unless:

• the Customer agrees to a later version;
• the change benefits the Customer without reducing existing rights; or
• mandatory law requires another result.

The version number and effective date appear at the top of this Policy.

27. Contact

Questions, withdrawal notices and refund requests should be sent to:

Bojana Radovanovic, trading as Bojana Music

Skopje, Republic of North Macedonia

Postal address: Mramorec 43 b, 1000 Skopje

Email: info@bojanamusic.com

Website: bojanamusic.com

Please include the relevant order number in all correspondence.

MODEL WITHDRAWAL NOTICE

Complete and send this notice only if you have an applicable right of withdrawal and digital delivery has not begun, or you have not validly lost that right.

To:

Bojana Radovanovic, trading as Bojana Music

Mramorec 43 b, 1000 Skopje

info@bojanamusic.com

I hereby give notice that I withdraw from my contract for the following digital product:

Product or track title:

[Insert product]

License type:

[Insert license]

Order number:

[Insert order number]

Order date:

[Insert order date]

Customer name:

[Insert full name]

Customer address:

[Insert address]

Customer email:

[Insert email]

Date of notice:

[Insert date]

Signature:

Required only if this notice is submitted on paper.

Copyright © 2026 Bojana Radovanovic, trading as Bojana Music. All rights reserved.