What this policy covers
This policy applies to one-time payments made by artists, labels, rights-holders or authorised submitters for Tracklist.lol rankpoints and the related chart-entry service. Browsing, chart discovery, previews, likes and provider links remain free for listeners and do not require payment. This policy should be read with our terms of service. All transactions are final. We do not offer change-of-mind, discretionary, partial or pro-rata refunds, except for the strictly limited technical-error case below and any statutory rights that cannot legally be excluded.
The MVP does not currently offer subscriptions, top-ups or an artist self-service account area. If those features are introduced, we will publish the relevant renewal, cancellation and refund rules before they become available.
When the service is delivered
The paid service is fully rendered at the exact moment your track first appears on a Tracklist.lol chart. You pay for chart entry and the opening rankpoint balance, not for a guaranteed rank, visibility period, traffic, listeners, streams or other result.
Once the track has appeared, later changes to its rank, visibility or points do not make the service undelivered. The track may move, fade or leave the top 100 immediately after entry.
Outbidding and no proration
Other artists may purchase or receive rankpoints at any time and outbid your track. An outbid can move your track down the chart or off the top 100 without a refund. Listener likes, point fade, chart refreshes, moderation, anti-abuse controls and service events can also change visibility.
There is no partial refund, credit or proration if your track is outbid sooner than you expected, receives fewer likes or clicks, fades sooner than the estimate, leaves the chart or does not generate traffic or a stream.
The only technical-error refund
The only voluntary refund available under this policy is a full refund of the affected order where successful payment is confirmed and a technical system error completely prevented the track from appearing on any Tracklist.lol chart included in the order.
We will investigate the order and system records. A temporary queue, payment processing state, manual review, moderation decision, rights or safety check, chart refresh, provider outage, an outbid or a track that appeared and later left the chart is not this technical-error exception.
UK and EU consumer cancellation rights
Where UK or EU consumer law gives you a 14-day cooling-off or withdrawal right, checkout requires an unticked, affirmative checkbox. It asks you to expressly request immediate performance of the chart-entry service and supply of any related digital content, and to acknowledge that you lose the right to cancel or withdraw when the service has been fully performed (when the track appears) or, where the contract is treated as digital content, when that supply begins. We do not treat payment alone as that consent.
Where the law permits the relevant exception, the right ends at the point stated in the acknowledgement. If mandatory law gives you a cancellation right or another remedy in your circumstances, that right prevails over this policy.
Billing errors, reviews and disputes
If the amount, currency or rankpoint balance does not match the checkout confirmation, or a payment was duplicated, contact us so we can investigate and correct the billing record. This is a billing correction, not a refund for a chart outcome. Do not email full card numbers or security codes.
Bearsoft Group Ltd is not currently VAT registered. Checkout shows the amount and currency before payment; if VAT registration or another tax obligation applies, we will update checkout to show tax-inclusive prices and apply any required cross-border treatment using the billing address or location. While we are not VAT registered, the Tracklist document is a payment receipt and not a VAT tax invoice.
We may pause a listing or related balance while investigating suspected fraud, chargebacks, artificial engagement or a rights complaint. A successful payment may also remain pending while payment or safety checks complete; neither state guarantees a rank or duration.
How to request the technical refund
For the technical-error exception, send mark@bearsoft.com the order reference, submission email, date, a description of what failed and the chart where the track should have appeared. Stripe normally returns an approved refund to the original payment method; your bank or card provider controls the final posting time.
We will acknowledge the request and aim to respond within 7–10 working days, explaining the outcome or any information needed to investigate. We will never ask you to send payment-card details by email.
Updates and final details
We may update this policy when the service, payment methods or consumer-law requirements change. The current version and date will remain on this page.
This policy is operated by Bearsoft Group Ltd (company number 14774267), whose registered office is 20 Pinnacle House, 4 Schooner Road, London, E16 2RE, UK. It is governed by the law of England and Wales, and the courts of England and Wales have jurisdiction subject to any mandatory rights that apply to you in your place of residence. Mandatory rights always take priority over this policy, and final country-specific cancellation wording should be checked before launch.