Last updated: January 13, 2023

Thank you for shopping at Bicaneo.com

If, for any reason, You are not completely satisfied with a purchase We invite You to review our policy on refunds and returns.

The following terms are applicable for any products that You purchased with Us.

Interpretation and Definitions

Interpretation

The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

Definitions

For the purposes of this Return and Refund Policy:

• Company (referred to as either “the Company”, “We”, “Us” or “Our” in this Agreement) refers to Bicaneo a brand of 66Khz Productions Limited, 483 Green Lanes, London, England, UK, N13 4BS.
• Goods refer to the items offered for sale on the Service.
• Orders mean a request by You to purchase Goods from Us.
• Service refers to the Website.
• Website refers to Bicaneo, accessible from BICANEO.COM
• You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
• Per track means mixed down or bounced musical or audio project not each sound within a project, of which could be in the hundreds or more.
• Revisions each revision can be minor changes requested by You the client to a specific track. And are mainly from a creative perspective to help complete the project. They are governed by the original request made by You as agreed with Bicaneo.com

Your Order Cancellation Rights

You are entitled to cancel Your Order within 14 days without giving any reason for doing so.

The deadline for cancelling an Order is 14 days from the date on which You received the Goods or on which a third party you have appointed, who is not the carrier, takes possession of the product delivered.

In order to exercise Your right of cancellation, You must inform Us of your decision by means of a clear statement. You can inform us of your decision by:

• By email: support@bicaneo.com
• By visiting this page on our website: https://bicaneo.com/contact/

We will reimburse You no later than 14 days from the day on which We receive the returned Goods. We will use the same means of payment as You used for the Order, and You will not incur any fees for such reimbursement.

Conditions for Returns

In order for the Goods to be eligible for a return, please make sure that:

• The Goods were purchased in the last 14 days
• The Goods are in the original packaging
• The Goods were not used or damaged
• You have the receipt or proof of purchase

The following Goods cannot be returned:

• The supply of Goods made to Your specifications or clearly personalized.
• The supply of Goods which according to their nature are not suitable to be returned, deteriorate rapidly or where the date of expiry is over.
• The supply of Goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
• The supply of Goods which are, after delivery, according to their nature, inseparably mixed with other items.
• The supply of digital content which is not supplied on a tangible medium if the performance has begun with Your prior express consent and You have acknowledged Your loss of cancellation right.

All digital services, including mixing, mastering, mentoring or teaching, composition, sound design, and remixing, outlined on Bicaneo.com where the delivered end product is of digital content which is not supplied on a tangible medium if the performance has begun or completed with Your prior express consent or confirmation, cannot be refunded unless:

• The agreed works are not delivered by secure download link after Your payment has cleared in our bank account within 2 business days of us having acknowledged your successful payment. Please note we are notified once a delivered project is downloaded by You and this notification time stamp will commence the countdown of the 14-day period. Once You have downloaded the project, You have 14 days to raise any technical issues with the download; please note this is not a form of revision, and such requests will be chargeable by starting a new project, as at this stage You would have signed off the work as completed before making a payment.

After downloading a completed digital product sent by Bicaneo.com to You; after 14 days the job will be marked as complete if no further contact is made to Bicaneo.com by You in writing. Any further changes requested will be considered a new project, where the usual charges apply as outlined as a new project on the cost calculator page on Bicaneo.com or via a new estimate or invoice and shall not be deemed binding until a new invoice or estimate is agreed formally in writing by both You and Bicaneo.com.

Please also note that the deliverable quoted timescales under the section: ‘Mixing, Mastering service timescales’ on the Terms and Conditions and within this document; also displayed on the product services pages and quote calculator pages, are for the first phase of works completed and sent to You before the first revision and should not be confused with project completion and in cases where the number of revisions requested by You pushes the project delivery past the first agreed delivery time, we cannot be held liable for such timescales involved or delays, and no refund, full or partial, shall be given under such circumstances.

• If a completed digital product is reviewed within 14 days of being downloaded by You and it is agreed by both Bicaneo.com and You that it has technical sound issues where Bicaneo.com is at fault, such as (loudness, distortion, poor frequency response, and other audible defects that do not meet industry standards and cannot be rectified for free by us correctly within another 14-days, to bring the product up to acceptable industry standards), a full refund of monies received by Bicaneo.com paid by you for the specific project invoiced shall be issued.

We like to think that we are reasonable in our dealings with customers and encourage you to always contact us to work any issues you may have as we are flexible in some cases. Please reach out to Bicaneo here: support@bicaneo.com

We reserve the right to refuse returns of any merchandise, product or service that does not meet the above return conditions in our sole discretion.

Only regular priced Goods may be refunded. Unfortunately, Goods on sale cannot be refunded. This exclusion may not apply to You if it is not permitted by applicable law.

Mixing, Mastering service timescales, and additional revisions.

For mixing and mastering digital product services, turnaround times are specific in business days per track depending on which product(s) You select. Each product service outlined below is when we agree to deliver the first mix or master by per track for you to review; unless otherwise communicated by us of a delay in writing, you can expect us to adhere to these timescales. It does not include the time taken by every revision up to a maximum of included revisions in the agreed price made by You the client, nor do the timescales include remedial revisions that are chargeable by the *hour outside of the included revisions.

Mixing LT (Lite) 1-30 business days to deliver the first mix per track.

Mixing First Timer (WX-PRO discounted) 1-30 business days to deliver the first mix per track.

Mixing Standard 1-30 business days to deliver the first mix per track.

Mixing X-PRO 1-14 business days to deliver the first mix per track.

Mixing WX-PRO 1-10 days (including weekends) to deliver the first mix per track.

Mastering Standard 1-7 business days to deliver the first master per track.

Bicaneo.com is very confident that you will love our work. To protect both parties, we include revisions per track for each mix or master. Each revision can include changes specific to the track. If revisions are not deemed to be mixing or mastering tasks, then a new estimate will be sent to you for other audio works as agreed by You and Bicaneo.com.

Examples of what is covered in revisions:

• Minor adjustments to your guidelines and original request that You and Bicaneo.com agreed upon in writing.
• Volume level adjustments of vocal or other instruments.
• Spatial and other effects adjustments. For example, more delay before the chorus and similar adjustments. Or more reverb etc.

Examples of what is NOT covered in revisions:

• Adding different creative direction to what You already outlined in the original request.
• Other Major changes that may radically change the project direction but are not limited to. A change of BPM, total change of key or scale, requesting writing of new musical parts (this or similar major changes would be a chargeable extra upon request).
• The changing of musical or other references that radically change the direction of the original request made by You.
• Additional audio parts or tracks that were not originally submitted.
• Improvement of poorly recorded parts naturally is beyond Bicaneo.com’s control, whether musically or technically. Such checks are subjective; therefore, all parts should be checked by You before submission and re-recorded if you feel it is required. However, we offer a track feedback service, and You can express your interest in this by contacting us here before committing to our services.

*After the included revisions are used per track by You, additional revisions are chargeable at £30, including UK VAT per hour per track, unless otherwise agreed by us in writing with You. No UK VAT is charged if you reside outside of the UK.

All other service delivery times outside of the scope of the original project are agreed upon on a case-by-case basis, agreed in writing by You and Bicaneo.com.

Returning Goods

You are responsible for the cost and risk of returning the Goods to Us. You should send the Goods at the following address:

66Khz Productions Limited
483 Green Lanes
London
N13 4BS

We cannot be held responsible for Goods damaged or lost in return shipment. Therefore, We recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the Goods or proof of received return delivery.

Exchanges

If you need to exchange a product for the same one, contact us. Please note that We only replace Goods you received defective or damaged.

Gifts

If the Goods were marked as a gift when purchased and then shipped directly to you, You’ll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to You.

If the Goods weren’t marked as a gift when purchased, or the gift giver had the Order shipped to themselves to give it to You later, We will send the refund to the gift giver.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us:

• By email: support@bicaneo.com
• By visiting this page on our website: https://bicaneo.com/contact/