Help, privacy and complaints

Your data and account deletion

You can request access, correction, deletion, restriction or portability of your personal data, or object to processing where applicable. Send your request from your account email if possible. If you no longer have access to that address, tell us so we can agree a proportionate way to verify your identity. Do not send passwords or payment-card details.

Request account deletion by email

This opens a draft in your email app. You must send it to submit the request; opening the draft does not delete your account. We will confirm the outcome and explain any information retained for a legal obligation or specific claim. Account closure can affect access to purchased files, so save your downloads and licence proof first.

We normally respond within one month of receiving your request. If a lawful extension is needed, we explain the reason within that month. You do not have to use the account download to exercise your rights.

Download my account and purchase data (sign-in required). This contains core shop records; contact us for a full access request including correspondence or relevant provider records.

You may complain to a competent data protection authority, including in the country where you live, work or believe an infringement occurred. Portugal's authority is CNPD. You need not contact us first.

Purchases, withdrawal and rights claims

For missing downloads, defective content, a rights claim or a request for a remedy, email us with your order number and a description of the issue. We assess the purchase and the applicable rights, including for album and bundle purchases. A track being offline does not by itself settle your statutory rights.

Creem handles payment invoices and refunds as Merchant of Record. For a withdrawal where that right exists, you can send an unequivocal statement to support@creem.io and copy Loopember. See the withdrawal information and optional model form. This page does not automatically submit a withdrawal or refund.

Complaints and dispute resolution

Write a complaint to Loopember. Include your order reference where relevant so we can investigate.

For consumer disputes involving Matikus in Madeira, information about the scope and procedures of the Centro de Arbitragem de Conflitos de Consumo da Região Autónoma da Madeira (CACC RAM) is available from the centre. Address: Rua Direita, n.º 27, 1.º Andar, Esq., 9050-450 Funchal, Portugal. Its jurisdiction depends on the particular dispute; this is not a statement of membership or an exclusive dispute-resolution arrangement.

For a dispute with Creem as seller, its buyer terms identify the seller's complaint arrangements. These routes do not limit mandatory consumer rights or access to a competent court.

Report an accessibility barrier

Use our accessibility contact to describe a barrier and the page affected. Tell us your preferred way of receiving help. You do not need to disclose a disability or medical information.