Our refund policy

If we can’t reach your storyteller

We call at one of the times you picked. If nobody picks up, we try again and offer another time. Three attempts is the ceiling, and a rescheduled call is one of the three.

If those three are used, or if seven days go by after the last attempt without the call happening, we refund you in full. That refund starts on its own. There is no form, you don’t have to ask, and you don’t have to explain.

If your storyteller would rather not

They can say no. We tell them at the start of the call that it’s an AI, that you’ve arranged it, and that we’d like to record — and we ask before anything else. If they’d rather not, we stop there.

The first time that happens we offer them another time, in case it was simply a bad afternoon. If they’d still rather not, we stop for good and refund you in full. Nothing is written and no book is made.

Once your proof is ready

After the call we make the whole book and send it to you as a proof — every page of text, every picture, the dedication. Nothing prints until you approve it, and the remedy at that point is the book itself rather than your money back.

Wording changes are free, any time. Five picture swaps come with every book — more come in bundles.

Any one picture can be redrawn three times. After that, changing what the picture should show works better than rolling the same brief again, and we’ll help you word it.

If it is the whole telling that feels wrong rather than one page of it, ask us for another — once per book, any time before you approve, we write the story again from the same call, and it costs you nothing.

Approving the proof is what closes the changes. We send the book to the printer and pay for it at that moment, so a change of mind afterwards isn’t a refund. If something is wrong with the book, tell us before you approve it — that is exactly what the proof is for.

If the printed book arrives damaged

A printing fault is ours. Damaged binding, misprinted pages, colors that came out wrong, a parcel the post office crushed — send us a photo within thirty days of delivery and we’ll reprint it or refund it, whichever you prefer.

Keep the damaged copy. Sending it back costs more than it is worth to anyone, and a queue at the post office is not how you should spend an afternoon.

If it never arrives at all, the same applies: a reprint or a refund.

How the money comes back

Refunds go back the way you paid. It can take five to ten business days to show up on your statement.

If you ordered through Etsy, the refund comes back through Etsy instead, on the same terms. We do that one by hand, so it is worth writing to us if you have been waiting.

Anything else

If something has gone wrong and you can’t tell which part of this it is, write to us anyway. We would rather sort it out than have you reading a policy page.