Cancellation Policy
Last updated: April 19, 2026
Overview
mxrm.ai's cancellation policy is designed to be fair to both clients and service providers. Refund amounts depend on whether the provider has committed to the work, and in some cases on a cancellation window. The 10% mxrm service fee is non-refundable once a provider has accepted; provider-initiated cancellations refund everything.
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Studio Session Cancellations
Client-Initiated Cancellations
Before the studio accepts
Full refund
If the studio hasn't approved your request yet, you can cancel for a full refund including the service fee.
After the studio accepts, within the cancellation window
Refund minus the mxrm service fee
Once the studio has approved and charged your card, cancelling within the notice window refunds everything except the 10% mxrm service fee, which is non-refundable.
After the cancellation window
Cannot cancel through the platform
If the notice window has passed, you cannot cancel through mxrm. Contact the studio directly to discuss options.
The cancellation notice window depends on the duration of your booked session:
Sessions under 24 hours
Cancellation window: 48 hours before session start
A 5-hour session on Saturday at 2pm can be cancelled until Thursday at 2pm.
Sessions 1–2 days
Cancellation window: 4 days before session start
A 2-day session starting Monday can be cancelled until the prior Thursday.
Sessions over 2 days
Cancellation window: 1 week before session start
A 5-day session starting on the 15th can be cancelled until the 8th.
Studio-Initiated Cancellations
Always a full refund
When a studio cancels a confirmed booking, the client receives a full refund including the service fee. Studios should avoid cancelling confirmed sessions as it impacts their reliability score.
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Mixing & Mastering Project Cancellations
Client-Initiated Cancellations
Before the engineer accepts
Full refund
If the engineer hasn't accepted your project yet, you can cancel for a full refund including the service fee.
After the engineer accepts
Refund of project rate minus engineer's kill fee
Once the engineer has accepted, cancelling refunds the project rate minus their kill fee. Each engineer sets their own kill fee percentage — shown on their profile before you book — which is retained from your refund and paid out to the engineer to compensate for the reserved time. The 10% mxrm service fee is non-refundable.
After the engineer submits the final delivery
No refund through the platform
Once the engineer has marked a delivery as final, the project cannot be cancelled. If there's a concern with the delivery, raise a dispute from your dashboard — our team reviews within 24 hours.
Engineer-Initiated Cancellations
Decline before acceptance — full refund
If an engineer declines a project request before accepting, the client receives a full refund including the service fee. Engineers cannot cancel a project through the platform after they accept; in that situation the client should raise a dispute from their dashboard.
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Recording Engineer Add-Ons
When you book a recording engineer as an add-on to a studio session, their fee is paid out separately on session completion.
Cancelling a booking with a rec-engineer
The rec-engineer's fee is refunded to you as part of the normal studio cancellation flow (subject to the same windows above). Rec-engineer add-ons have no kill fee of their own.
Rec-engineer doesn't show up
If the assigned rec-engineer fails to arrive for your confirmed session, raise a dispute from your dashboard. Our team reviews and can issue a partial refund for the rec-engineer portion.
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Refund Processing
Card payments
Refunds appear on your statement within 5–10 business days.
ACH / bank transfers
Refunds may take up to 10 business days to process.
Flexible session holds
Uncaptured holds are released automatically when the session is completed or cancelled. No action needed.
Request-to-book
If a studio declines your booking request, your card is never charged.
Disputes
If something wasn't right with your session or delivery, raise a dispute from your dashboard — our team reviews within 24 hours and picks one of three resolutions: full refund to you, full release to the provider, or a partial split. For payment disputes filed through your bank (chargebacks), mxrm.ai will submit evidence including booking details, communication records, and any signed agreements.
Contact
For questions about this Cancellation Policy, contact us at hello@mxrm.ai.