Loopember
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Help, privacy and complaints

Contact loopember@matikus.com for help with Loopember. You can write in English or Portuguese. No special form is required.

Report a problem

Something not working as expected? Tell us what happened. You do not need an account, and only one field is required.

Trouble signing in? You can use this form without an account. For help resetting your password, contact loopember@matikus.com. Sign in

Please do not include passwords, payment details or other people’s personal data. We store your report to investigate it and may summarise it automatically to sort it. Reports are removed six months after closure. Deleted copies may remain in recovery storage for up to 30 additional days. Privacy Policy

Optional, for example “download a purchased track”.

Required. Describe what you saw, including any error message.

Optional. The steps you took, one per line.

Optional.

How much does this affect you?

Optional. Only if you would like us to get back to you about this report.

Where do I enter a discount code?

In the Creem payment form, scroll down to the price summary. Select Add discount code below VAT and just above Total to open the code field.

Enter your code and check that the discount appears in the total before continuing to payment.

Creem payment form with a red arrow pointing to Add discount code, below VAT and above Total.
The red arrow marks the link that opens the discount-code field. Prices shown are an example.

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.

Do I need a data processing agreement (DPA / AVV)?

No DPA is needed between you and Matikus for Loopember's current music shop. Matikus acts as controller for the account, purchase, download and support data it uses to operate the shop. Loopember does not provide a service that processes your customers' or audience's personal data on your behalf. Buying music for a business or using it in client projects does not by itself change that role.

A DPA under Article 28 GDPR applies when a provider processes personal data on a customer's behalf. This is separate from the agreements Matikus needs with providers that process shop data on its behalf. See our privacy notice for the processing purposes, providers and your rights.

For a procurement or privacy question, contact loopember@matikus.com. Any future service involving processing on your behalf would require a separate assessment and, where applicable, a DPA before that processing begins.

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.

You can also submit a complaint about Matikus, Lda. through Portugal's official online complaints book: Livro de Reclamações Eletrónico. You do not need to contact Loopember first to use this route.

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.