1. The short version
- Before we start creating your product: cancel for a full refund.
- Once we have started, the 14-day right of withdrawal no longer applies. You agreed to this at checkout.
- A file that is faulty, incomplete or not what you ordered: we fix it or refund you.
- A birth detail typed wrongly: contact us and we create the product again with the right details, once per order, free.
- A gift link not used within 60 days: full refund on request.
- Crypto refunds: in the same coin, minus the network fee.
2. Cancelling before we start
If we haven’t started creating your product yet, you can cancel for a full refund: email [email protected].
We start as soon as your payment is confirmed, so in practice this applies mostly to gift orders before the recipient enters their details.
3. The right of withdrawal (EU and UK)
If you live in the EU or the UK, you normally have 14 days to cancel an online purchase without giving a reason.
For digital content that is not on a physical medium, that right ends once delivery has begun, if you asked for delivery to start right away and acknowledged that you would lose the right (EU Directive 2011/83/EU, Article 16(m); in the UK, regulation 37 of the Consumer Contracts Regulations 2013).
At checkout you tick a box to do exactly that, because we start creating your personalised product as soon as you pay. So once we have started, you can’t cancel just because you changed your mind. Your rights if something is wrong are not affected: see below.
4. Faulty or wrong files
If a file won’t open, is incomplete, is not the product you ordered, or has a mistake on our side (for example, a chart that doesn’t match the details you entered), tell us. We fix it or send you a corrected file. If we can’t, we refund you.
5. If you typed a birth detail wrongly
We create your product from the details you enter, so please check them before you pay.
If you notice a wrong date, time or place of birth, or a misspelled name, email [email protected] with your order number and the correct details. We create the product again with the corrected details, once per order, free of charge.
6. Gift links
If the recipient hasn’t used the gift link within 60 days of purchase, email us and we refund the full amount. Once they have entered their details, the rules above apply.
7. Crypto refunds
Crypto payments are refunded in the same coin, to an address you give us. We refund the US-dollar amount you paid, converted at the time of the refund, minus the network fee for sending it.
8. How to ask for a refund
Email [email protected] from the address you used for the order. Include your order number (it is in your order emails and on your order page) and a few words about what went wrong.
We reply within two working days. Once we agree a refund, we send it to the original payment method within 14 days, usually much sooner. Your bank may take a few more days to show it.
9. Your legal rights
This policy doesn’t limit your rights as a consumer under the law of the country where you live.