Effective date: 10 June 2026 Last updated: 10 June 2026
Simuze is created and operated by Atypisch.nl, a digital infrastructure studio based in the Netherlands.
This Refund Policy covers refunds for purchases made on Simuze. It works together with our Terms of Service at /legal/terms and Seller Terms at /legal/sellers.
The short version: we want you to get what you paid for. If something goes wrong, we'll do our best to make it right.
1. Who issues refunds
Simuze is the seller of record on every transaction. That means we process refunds. Behind the scenes, the refunded amount is recovered from the artist or organiser's share, but you only ever talk to one party — us — to get your money back.
2. Music downloads
2.1 The legal starting point
Under EU and Dutch consumer law, the 14-day right of withdrawal for digital content does not apply once delivery has started with your express consent, provided you've acknowledged that consent ends your withdrawal right. When you buy a download on Simuze, the checkout flow asks for this consent before the download is delivered. So in most cases, downloads are not refundable simply because you changed your mind.
2.2 When we will refund a download
We will refund a music purchase if:
- You didn't actually download the files (we can see this from your account).
- The files are technically broken (corrupted, missing tracks, wrong files) and the artist or label can't fix it.
- The product was materially misdescribed (you bought what you thought was an album and got a one-track demo).
- The artist or label voluntarily agrees to refund (they can always say yes).
- There's a valid legal reason to refund (for example, the seller turned out not to own the rights).
- Any other situation where, in our reasonable judgment, you should be refunded.
We'll consider refund requests up to 180 days after the purchase date. After that, we generally can't refund through our normal flow.
2.3 How to request a refund for a download
- Try the artist or label first. Most issues (a missing track, a broken file) are fastest fixed at the source. Use the "Contact" link on their Simuze page.
- If that doesn't work, email admin@simuze.com with your Simuze order number, the email on your account, and what went wrong.
We aim to respond within 5 working days.
2.4 What happens after a refund
When a download purchase is refunded, the corresponding files are removed from your library and you can't re-download them. The refunded amount is returned to the original payment method, usually within 5–10 working days depending on the bank.
3. Event tickets
3.1 If the event happens as planned
Tickets are generally not refundable if the event takes place as advertised and you simply can't attend. This is industry standard and is shown clearly at checkout.
There are exceptions:
- If the organiser allows it (some events offer flexible tickets).
- If you have a valid legal right to a refund — for example, where Dutch consumer law applies and you're entitled to one.
- At Simuze's discretion, in exceptional cases.
3.2 If the event is cancelled
If the organiser cancels the event entirely, you are entitled to a full refund of the ticket price. We will process the refund automatically as soon as we're notified, usually within 10 working days.
We don't refund related costs like travel, accommodation, or babysitters. We strongly recommend travel insurance for any trip you build around a ticket purchase.
3.3 If the event is materially changed
If the event is significantly changed — different date, different venue far away, different headline act — you can choose to:
- Keep the ticket and attend the changed event.
- Request a refund.
Tell us within 14 days of being notified of the change. After 14 days without action, the ticket is considered accepted as changed.
What counts as "material change" is determined reasonably and case by case. A 30-minute change in set times is not material. A venue change to another city is.
3.4 If the event is postponed
If the event is postponed to a new date:
- Your ticket is automatically valid for the new date.
- If you can't make the new date, you can request a refund within 14 days of being notified.
3.5 If you can't attend, in general
If the event happens as planned but you can't go (illness, change of plans, anything personal), you can:
- See if the event allows ticket transfer (this varies by organiser; check the event page).
- Ask the organiser directly — some are flexible.
Otherwise, the ticket is not refundable.
3.6 How to request a refund for a ticket
Email admin@simuze.com with the order number and what's happened. For cancellations and material changes, we usually trigger the refund automatically — you don't have to ask. But if you've waited and not heard back, get in touch.
4. Friction and edge cases
4.1 Chargebacks
If you raise a dispute with your bank ("chargeback") instead of asking us for a refund, things get more complicated and slower for everyone. Please contact us first — we resolve most issues much faster than a bank dispute can.
If a chargeback is filed without first contacting us, we'll cooperate with the bank and provide all relevant evidence. The outcome is between you and your bank.
4.2 Fraud
If we believe a transaction is fraudulent (stolen card, account takeover, etc.), we may refund it, suspend the account, and report it to the relevant authorities.
4.3 Partial refunds
In some cases (a partial cancellation, a discounted resolution) we may offer a partial refund. This is always with your agreement; you can refuse and ask for a full refund if you're entitled to one.
4.4 Refund method
Refunds go back to the original payment method by default. Where that's not possible (card expired, account closed), we'll arrange an alternative.
4.5 Currency and exchange differences
Refunds are issued in the original currency of the purchase. If your card's currency differs from that, your bank may apply a slightly different exchange rate to the refund than to the original payment. Simuze can't compensate for those differences.
5. Your rights under consumer law
If you're a consumer in the EU, you have certain mandatory rights under Dutch and EU consumer law. Nothing in this Refund Policy reduces those rights. If a clause here would conflict with a mandatory right you have, that clause doesn't apply to you to that extent.
Specifically, this means:
- For physical goods (if we ever sell them) shipped to EU consumers, the 14-day right of withdrawal applies and we offer at least that protection.
- For digital goods, the right of withdrawal is more limited — see section 2.1 — but where it does apply, you can use it.
- For services (which includes tickets in some interpretations), the rules differ. If you think you have a right of withdrawal we haven't honoured, email us with the details.
6. Disputes about refunds
If we say no to a refund and you disagree, you can:
- Reply to our decision with new information; we'll reconsider.
- Use the European Commission's Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr
- File a complaint with the Dutch consumer authority (ACM): https://www.consumentenautoriteit.nl
- Take the matter to the Dutch courts.
We'd much rather resolve it directly.
7. Contact
admin@simuze.com — please include your order number.