Last updated: 9 November 2026. We want buying from Underground Talent to be straightforward. This page explains what happens if you change your mind, a download does not work, or you need to cancel a promotional service.
Underground Talent is operated by PixelPro Solutions Ltd (UK company 14690444). Contact info@undergroundtalent.co.uk with your order reference and a short explanation. You do not need to share passwords or payment-card details.
Your consumer rights come first
Nothing on this page limits rights you have under applicable consumer law. In the UK, consumers generally have a 14-day right to cancel distance contracts for digital content and services, subject to specific legal exceptions. Customers elsewhere may have additional mandatory rights.
Sample packs, downloads and music software
For digital content delivered without a physical product, the UK cancellation period generally runs for 14 days from the date of the contract. If you have not begun downloading or accessing the content, contact us during that period to cancel.
If you specifically request immediate digital delivery during the cancellation period, the right to cancel can be lost after supply begins only when the legally required express consent, acknowledgement and confirmation have been provided. Merely agreeing to general terms is not the same as giving that separate consent. If these requirements have not been met, your legal cancellation rights remain.
Downloading a file does not take away your rights if it is faulty or not as described. If a ZIP is damaged, a link fails, files are missing, or purchased software does not match the advertised requirements, contact us. We will investigate and provide a lawful remedy, such as a working download, repair, replacement, price reduction or refund as appropriate.
For PERX or another product purchased through an external checkout, your payment and refund request may also need to be handled by that checkout provider. We will help direct you to the correct support channel. The external checkout does not remove mandatory consumer rights.
Paid promotion, interviews and sponsored services
Submitting an application or brief does not automatically mean you have purchased a service. Before an accepted paid project begins, the deliverables, total price, timing and scope should be agreed.
For eligible UK consumer service contracts, you generally have 14 days from the contract date to cancel. Work should not begin in that period unless you expressly request an early start. If you make a valid early-start request and later cancel, the law may allow us to charge a proportionate amount for work actually completed. The right to cancel may end once a service has been fully performed, but only if the required request and acknowledgement have been obtained.
If we cannot supply the agreed service, or the work has not been performed with reasonable care and skill, contact us for a fair resolution under your contractual and statutory rights. We will not claim that all payments are automatically non-refundable.
How to request a cancellation or refund
- Email info@undergroundtalent.co.uk with the subject Cancellation or refund request.
- Include your order number (if available), the product or service, and whether you want to cancel or report a problem.
- We will review the request and explain any next steps. We may ask for technical details needed to solve a download or software problem, but never for your password or full card number.
You can also use the contact page. We will process refunds to the original payment method unless applicable law permits and you agree to a different method. Where UK law sets a refund deadline, we will follow it.
Model cancellation notice
If you have a statutory right to cancel, you can email the following information. This is optional; any clear cancellation statement is sufficient.
To: PixelPro Solutions Ltd / Underground Talent, info@undergroundtalent.co.uk
I hereby give notice that I cancel my contract for the following product or service: [name]. Ordered on: [date]. Order reference (if known): [number]. Name: [name]. Email used for the order: [email]. Date of notice: [date].
Related information
See our Website & Purchase Terms, Digital Product Licence, and Promotional Services Policy. For general questions about rights and payments, company details are available.