Subscription Fees and Cancellation Policy
SERENADA SUBSCRIPTION FEES & CANCELLATION POLICY
This version effective from 7 August 2026
1. Purpose
This Subscription Fees & Cancellation Policy explains how Serenada's Subscription Fees are determined and collected, how Subscriptions renew, how Fans may cancel and when refunds are due. Note for example section 15 regarding your Cooling-Off Rights.
This Policy is incorporated into and forms part of Serenada's Fan Terms of Service. It should be read alongside the Fan Terms of Service, Privacy Policy and any other applicable platform policies. Capitalised terms used but not defined in this Policy have the meanings given to them in the Fan Terms of Service.
If there is any inconsistency between this Policy and the Fan Terms of Service, the Fan Terms of Service will apply. Nothing in this Policy excludes, restricts or affects any statutory rights or remedies that cannot lawfully be excluded or restricted.
In this Policy, references to Serenada, we, us and our are references to Penny Play Limited, trading as Serenada. References to a Fan, you and your are references to the person who places an order for, purchases or holds a Subscription.
2. Scope
This Policy applies to paid Subscriptions purchased directly from Serenada for personal access to the Platform. The Subscription contract is between Serenada and the Fan. Stripe provides payment processing services in connection with the transaction but is not the supplier of the Subscription.
This Policy does not apply to free access, Free Listening, promotional access or any other use of the Platform that does not require payment of a Subscription Fee, except where expressly stated. It does not govern Royalties, Contributor Payments or Referral Payments, which are dealt with under the applicable Serenada Terms and Policies.
The Subscription Fee, billing currency, Subscription Term and renewal arrangements applicable to an order will be shown during the order process or recorded in the Order Confirmation, as applicable. You should review that information before placing your order and retain the Order Confirmation for your records.
Subscriptions are available only in territories in which Serenada elects to offer paid access and in which the relevant payment, licensing and operational arrangements are supported. Availability, pricing and billing currency may vary by territory.
3. Subscription Products
At the effective date of this version of this Policy, Serenada offers monthly Subscriptions only. Each Subscription provides access for a one-month Subscription Term and renews for successive one-month Subscription Terms unless cancelled in accordance with the Fan Terms of Service and this Policy.
Serenada does not offer annual Subscription plans at the effective date of this Policy. Serenada may introduce Subscriptions with a different duration in the future. The duration, price and renewal arrangements applicable to any such Subscription will be notified during the order process and in the Order Confirmation.
At the effective date of this Policy, Subscriptions are purchased directly from Serenada through the checkout process made available by Serenada. They are not purchased through Apple In-App Purchase, the Apple App Store, Google Play Billing or the Google Play Store. Apple and Google do not administer, bill, renew, cancel or refund those Subscriptions.
A Subscription gives the Fan the access rights described in the Fan Terms of Service for the duration of an active Subscription. It does not transfer ownership of, or any permanent right in, the Platform or any Artist Content.
4. Subscription Fees
The Subscription Fee payable for an initial Subscription will be the price displayed to you during the order process. The Subscription Fee payable on renewal will be the price notified to you for the next Subscription Term, subject to any price change made in accordance with the Fan Terms of Service and section 13 of this Policy.
Subscription pricing may vary by territory and billing currency. A price made available in one territory or currency does not entitle a Fan in another territory to the same numerical price, exchange-rate equivalent or commercial terms.
The total amount payable for the relevant Subscription Term will be displayed before you submit your order.
Unless Serenada expressly states otherwise, a Subscription Fee is payable in full for the whole Subscription Term and is not calculated by reference to how often the Fan accesses the Platform or the number of Tracks streamed.
Serenada may correct an obvious price, currency or description error. A Subscription contract does not come into force until Serenada accepts the order in accordance with section 8. If an obvious error prevents Serenada from accepting or processing an order, Serenada may reject or cancel that order in accordance with the Fan Terms of Service.
5. Taxes
Subscription prices shown to Fans include VAT where VAT is applicable. The order process will show the total amount payable before the order is submitted, including any tax that Serenada is required to include in or add to the displayed amount.
The applicable tax treatment may depend upon the Fan's territory, billing information and the Laws in force at the time of the transaction. Information supplied during the order process may be used to determine the appropriate tax treatment and to create the records required for payment, accounting and tax purposes.
Where a refund is due, any associated tax adjustment will be dealt with as required by applicable Law and by reference to the amount properly refundable.
6. Payment Processing
Serenada uses Stripe to process Subscription payments. Payment information submitted during checkout is supplied to and processed by Stripe in accordance with Serenada's Privacy Policy and the applicable payment processing arrangements.
Stripe may undertake payment authentication, verification, fraud screening and other steps required to process or protect a transaction. A payment may require additional action by you, including confirmation or authentication through your payment provider. Serenada is not obliged to accept an order until the required payment process has been completed successfully.
The use of Stripe does not change the identity of the parties to the Subscription contract. The Subscription is supplied by Serenada, the Subscription Fee is payable to Serenada, and requests concerning the Subscription should be made to Serenada in accordance with this Policy.
Serenada may modify the payment methods and payment processing functionality made available from time to time. This Policy does not guarantee that a particular payment method will remain available.
7. Payment Authorisation
You must provide valid and current payment details during the order process and must be authorised to use the payment method selected. By placing an order, you authorise Serenada and Stripe to take payment of the applicable Subscription Fee and any applicable taxes using the payment details provided.
By purchasing an automatically renewing Subscription, you also authorise Serenada and Stripe to use the payment details registered to your Account to collect the Subscription Fee due for each renewal Subscription Term without requiring you to re-enter those details on each occasion, subject to any authentication or other action required by your payment provider or applicable Law.
If you replace or update the payment details associated with your Account, you authorise Serenada and Stripe to use the updated details for future payments. You must keep the payment information connected with your Account accurate and up to date.
An authorisation to take recurring payments continues until the Subscription ends or is otherwise terminated, subject to the processing of any payment already due. Removing a payment method, instructing a payment provider not to honour a payment, deleting the Serenada app or ceasing to use the Platform does not by itself cancel the Subscription. Cancellation must be completed in accordance with section 14.
8. Subscription Contracts
An order placed through Serenada is an offer by the Fan to purchase the Subscription shown during the order process. A contract for the Subscription will come into force only when Serenada accepts the order.
Serenada will indicate acceptance by sending an email confirming that the order has been received successfully and processed. That email is the Order Confirmation. The Order Confirmation will be sent to the email address registered to the Account.
Serenada may reject or cancel an order where payment cannot be processed, required authentication has not been completed, the order contains an obvious error, or Serenada is otherwise entitled to do so under the Fan Terms of Service or applicable Law.
Where Serenada does not accept an order, no Subscription contract will arise. Any amount taken in connection with an order that Serenada does not accept will be dealt with as required by the Fan Terms of Service and applicable Law.
9. Subscription Terms
The initial Subscription Term starts on the date of the Order Confirmation or on any later date specified in the Order Confirmation. At the effective date of this Policy, the initial Subscription Term is one month.
Subject to cancellation, payment and the Fan Terms of Service, the Subscription continues for successive monthly Subscription Terms. Each renewal Subscription Term begins immediately after the previous Subscription Term ends.
Access under a Subscription continues only while the Subscription is active and subject to the Fan Terms of Service. A Fan who cancels ordinary auto-renewal continues to have Subscription access until the end of the Subscription Term already paid for, unless the Subscription is separately suspended or terminated under the Fan Terms of Service or the Fan exercises a legal right that ends the contract sooner.
10. Auto-Renewal
Subscriptions renew automatically at the end of each Subscription Term unless and until the Fan cancels before the end of the current Subscription Term.
At renewal, the Subscription will renew for a further one-month Subscription Term. Serenada will take the applicable Subscription Fee using the payment details registered to the Account, without requiring the Fan to place a new order or re-enter payment details.
If you want the Subscription to continue, no action is required, provided that the registered payment details remain valid and any required payment authentication is completed.
If you do not want the Subscription to renew, you must give notice of cancellation before the current Subscription Term ends. You may do so through Account Settings; email notice is not accepted. Cancellation stops the next renewal. It does not retrospectively cancel the current Subscription Term or create a right to a refund for the part of that Subscription Term which remains unused.
11. Renewal Notices
In accordance with the Fan Terms of Service, for Subscription Terms longer than one month, renewal notices will be sent before the end of the current Subscription Term to the email address registered to the Account. The renewal notice will state the renewal date, the number of months that will apply to the next Subscription Term and the Subscription Fee that will apply to that next Subscription Term. You must keep the email address registered to your Account accurate.
At the effective date of this Policy, Subscription Terms will be one month, and will not receive reminder notices.
The renewal notice does not require the Fan to renew manually. Unless the Fan cancels before the current Subscription Term ends, the Subscription will renew automatically and the applicable Subscription Fee will become payable.
12. Failed Payments
If the first Subscription payment cannot be processed successfully, Serenada may reject the order and withhold Subscription access. Where payment requires authentication or other action by you, the order may remain incomplete unless and until that action is completed and payment succeeds.
If a renewal payment fails, Stripe may make further attempts to process the payment in accordance with the payment settings and procedures applying at the relevant time. Serenada may notify you of the payment failure or permit you to update the payment details or complete any required authentication. The number and timing of any further payment attempts may vary and are not guaranteed.
Where a Subscription Fee remains unpaid, Serenada may restrict or suspend Subscription access, reject or cancel the renewal, or terminate the Subscription and Account in accordance with the Fan Terms of Service. Temporary continued access while a payment is pending or being retried does not waive the requirement to pay a Subscription Fee that is properly due.
If a Subscription payment is reversed, charged back or otherwise invalidated after access has been provided, Serenada may treat the relevant Subscription Fee as unpaid and take any action available under the Fan Terms of Service and applicable Law.
13. Price Changes
Serenada may change Subscription Fees from time to time in accordance with the Fan Terms of Service. A change may apply by territory, currency, Subscription type or other relevant pricing category.
Where a price change takes effect from renewal, the new Subscription Fee will be stated in the renewal notice sent before the end of the current Subscription Term. The new Subscription Fee will not be charged for the next Subscription Term if you cancel before the current Subscription Term ends.
Serenada may also increase Subscription Fees at another time as permitted by the Fan Terms of Service, but will provide at least sixty (60) days' prior written notice where the Fan Terms of Service require that notice. If you do not wish to accept such an increase, you may exercise the termination right set out in the Fan Terms of Service.
If you do not cancel within the applicable notice period, you will be deemed to accept the increase and the Subscription will continue at the amended Subscription Fee.
A change in a tax imposed by Law, or in the tax treatment applicable to a transaction, may be reflected in the total amount payable as required by applicable Law.
14. Cancellation
You may opt out of the automatic renewal of your Subscription at any time through Account Settings. Notice of cancellation must be given before the end of the current Subscription Term if you do not want the Subscription to renew for the next Subscription Term.
Cancellation of automatic renewal takes effect at the end of the current Subscription Term. You will continue to have access to the Platform for the remainder of the Subscription Term you have paid for, subject to the Fan Terms of Service. You will not be charged for a further Subscription Term after the cancellation takes effect.
Because access continues until the end of the paid Subscription Term, ordinary cancellation does not entitle you to a refund of the Subscription Fee or any part of it. This is distinct from the legal cooling-off right described in section 15 and any other right expressly provided for under the Fan Terms of Service or applicable Law.
Deleting the Serenada app, ceasing to use the Platform, removing a payment method, asking a bank or payment provider to stop a payment, or allowing payment details to expire does not by itself amount to notice of cancellation under the Agreement.
15. Fourteen Day Cooling-Off Rights
If you purchase a Subscription as a consumer, you would ordinarily have a legal right to change your mind and cancel the initial Subscription during the fourteen (14) day cooling-off period, subject to applicable Law.
The cooling-off period begins when Serenada accepts your order and sends the Order Confirmation.
Serenada provides immediate access to digital content as part of the Subscription. Before completing your purchase, you will be asked to expressly consent to the Subscription and the supply of digital content beginning immediately and to acknowledge that, once the supply of digital content begins, you will lose your statutory fourteen (14) day right to cancel.
If you give that express consent and acknowledgement and Serenada begins supplying the Subscription and digital content, your statutory fourteen (14) day cooling-off right will end when that supply begins.
Your express consent and acknowledgement will be recorded as part of the order process and confirmed in the Order Confirmation.
If the supply of digital content has not begun, or if applicable Law provides that your cooling-off right has not been lost, you may exercise any remaining cooling-off right by sending Serenada a clear statement that you are cancelling under that right. A clear statement may be sent to support@serenada.music and must include sufficient information to identify you and your Subscription.
Where a valid cooling-off cancellation applies, Serenada will make any refund due using the payment method used for the original transaction, as soon as possible and in any event within fourteen (14) days after Serenada is informed of the decision to cancel, subject to applicable Law.
Because Serenada offers monthly Subscriptions only at the effective date of this Policy, the initial fourteen (14) day cooling-off period does not restart on each ordinary monthly renewal, unless applicable Law requires otherwise.
Nothing in this section affects any statutory right or remedy which cannot lawfully be excluded or restricted.
16. Refunds
Subscription Fees are non-refundable except where required by applicable Law or expressly provided for under the Fan Terms of Service or this Policy.
Whereyou have expressly consented to the immediate supply of digital content and acknowledged that this causes you to lose your fourteen (14) day statutory right to cancel, no refund is due under that cooling-off right after the supply of digital content has begun.
Accordingly, no refund is due merely because the Fan cancels automatic renewal, does not use the Platform or does not use all of the time remaining in a paid Subscription Term.
Nothing in this section affects any statutory right to a refund or other remedy which cannot lawfully be excluded or restricted.
17. Billing Errors
If you believe that you have been charged an incorrect amount, charged more than once, charged after a cancellation took effect or otherwise affected by a billing error, you should notify Serenada at support@serenada.music.
You should provide sufficient information to identify the Account, Subscription and transaction, including the email address registered to the Account, the date and amount of the charge, and a description of the issue. You should not send complete payment card details by email.
Serenada may review relevant Account and payment records and request further information to investigate the issue or verify that the request is made by the Account holder or authorised payer. Any billing error, underpayment, refund or other adjustment will be dealt with in accordance with the Fan Terms of Service and applicable Law.
Nothing in this section imposes a time limit on the exercise of any statutory right or remedy which cannot lawfully be limited.
18. Suspension and Termination
Suspension and termination of the Subscription or Account by Serenada are governed principally by the Fan Terms of Service. Serenada may suspend or terminate where Subscription Fees have not been paid, where the Fan is in breach of the Agreement or applicable Policies, or where another ground set out in the Fan Terms of Service applies.
Where access is suspended because a payment has failed or remains unpaid, Serenada may restore access if the payment issue is resolved, but is not obliged to provide Subscription access while the Subscription Fee remains unpaid.
If Serenada terminates the Agreement, the permissions and access rights granted under it may end immediately in accordance with the Fan Terms of Service. Termination does not affect accrued rights, any Subscription Fee properly due for a period before termination, or any provision which is expressed or intended to continue after termination.
Any refund following suspension or termination will be determined in accordance with the Fan Terms of Service and applicable Law.
Ordinary cancellation of auto-renewal by the Fan under section 14 is not the same as immediate termination by Serenada or cancellation under the legal cooling-off right.
19. Changes to this Policy
Serenada may amend this Subscription Fees & Cancellation Policy from time to time to reflect changes in its Subscription arrangements, payment processing, Platform operation, applicable Law, regulatory requirements or other relevant circumstances.
Where an amendment materially affects the legal relationship between Serenada and the Fan, Serenada will attempt to notify the Fan directly in accordance with the Fan Terms of Service. Any change to a Subscription Fee will also be dealt with under section 13.
The current version of this Policy will state its effective date and will be made available on or through the Platform. You should review the Policy from time to time.
Continued use of the Platform following any amendment or notification constitutes acceptance of the updated Policy to the extent provided by the Fan Terms of Service and permitted by applicable Law. An amendment will not remove or restrict any statutory right or remedy which cannot lawfully be removed or restricted.
20. Contact Details
Questions regarding this Policy, payment processing, billing errors or the legal cooling-off right may be submitted to:
Penny Play Limited 167-169 Great Portland Street 5th Floor London England W1W 5PF Company number: 15920703