Terms & Conditions

Last updated: 2 September 2026

1. Who we are

These Terms govern your use of nalunastudio.com and any purchase made through it. The service is operated by Naluna Studio, trading from the address above, contactable at contact@nalunastudio.com.

2. What we sell

Naluna Studio creates personalised digital songs and, for the "Gift Video" package, a personalised video, generated using artificial intelligence based on the information, story and (where applicable) photos or videos you provide. Each order is unique and created specifically for you. Results are AI-generated: while we aim for a high-quality, personal result, the exact wording, melody, or visual outcome cannot be guaranteed or specified in advance, and may occasionally require you to request a correction (see Section 8).

3. Order and payment

You choose a package, provide the details we ask for, and preview a free sample before paying. Prices are shown in GBP at checkout. Payment is processed securely by Stripe; we never see or store your full card details. The contract between us is formed when your payment is confirmed by our payment processor, at which point we begin creating your personalised order.

4. Digital content — immediate delivery and loss of the right to cancel

Our product is digital content not supplied on a tangible medium. Creation begins immediately after your payment is confirmed. Before paying, you are asked to expressly confirm that you want creation to start immediately, and that — by doing so — you lose your right to cancel the order once creation has started, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) and, where applicable, Article 16(m) of Directive 2011/83/EU (EU consumers). This means that, once we have delivered what you ordered, you are not entitled to a refund simply because you change your mind or dislike the creative result. It does not affect your rights under Section 8 (Faulty, non-conforming, or undelivered content) below, which we cannot exclude or limit.

5. What you provide

You confirm that the story, names, and any photos or videos you upload:

• are accurate to the best of your knowledge;
• belong to you, or you have the right to use and share them with us for this purpose;
• do not infringe anyone else's rights (including privacy, image, or intellectual property rights);
• are not unlawful, hateful, obscene, or otherwise prohibited content.

We may refuse, pause, or cancel an order that we reasonably believe violates this, and will contact you if we do.

6. Rights over what you upload and what we deliver

You keep ownership of the material you upload to us (photos, videos, your story). You grant us a licence to use it solely to create and deliver your order. We do not use your uploaded material for any other purpose, and do not claim ownership of it.

The song and/or video we deliver to you is licensed to you for personal, non-commercial use — you can keep it, share it privately, and enjoy it as a gift, but you may not resell it, use it in advertising, or otherwise exploit it commercially without our prior written agreement.

7. Delivery

After payment, most orders are delivered by email within a few minutes; some packages (e.g. those including a personalised video) may take longer. You can always access your order at nalunastudio.com/comanda-mea.html using the access code sent to you by email, independently of whether the email itself arrives. If delivery fails or is significantly delayed due to a technical fault on our side, contact us and we will investigate and, where appropriate, complete delivery or offer a remedy under Section 8.

8. Faulty, non-conforming, or undelivered digital content, corrections, and refunds

We do not offer voluntary refunds for a change of mind or because you subjectively dislike the creative result once we have delivered what you ordered (see Section 4). Two separate situations give you a right to a remedy:

• We fail to deliver because of a fault on our side. If your payment was successfully taken but, because of a technical or system failure on our part, we are unable to generate or deliver your order and cannot reasonably fix this, we will refund what you paid.
• What we deliver is genuinely faulty, does not match its description, or is not fit for a purpose you told us about. Under the Consumer Rights Act 2015, you have the right to require us to repair or correct it, or provide a replacement, within a reasonable time and at no cost to you, unless that is impossible or disproportionate. If that is not possible, or we fail to do it within a reasonable time and without significant inconvenience to you, you are entitled to an appropriate price reduction, which can be the full price you paid. These rights cannot be excluded or limited, and there is no fixed deadline for reporting a genuine fault.

Contact us at contact@nalunastudio.com with your order reference and we will deal with your request under the rights above. See our Cancellation & Refund Policy for full details.

9. Suspension or refusal of service

We may suspend, refuse, or cancel an order at our discretion where we reasonably suspect fraud, abuse, unlawful content, a breach of these Terms, or where continuing would put us in breach of law. Where we do so before delivery, we will refund any amount paid for that order.

10. Liability

We provide the service with reasonable care and skill. To the fullest extent permitted by law, we are not liable for indirect or consequential losses. Nothing in these Terms excludes or limits our liability where it would be unlawful to do so, including for death or personal injury caused by negligence, or for fraud.

11. Governing law

These Terms are governed by the laws of England and Wales. If you are a consumer resident elsewhere in the UK or in the EU, mandatory consumer protection rules of your country of residence continue to apply regardless of this clause, and you may bring proceedings in the courts of your own country.

12. Contact

For any question about these Terms, contact contact@nalunastudio.com.