Refund Policy
Last Updated: 2026-05-04
Quick Summary
| Situation | Refund? |
|---|---|
| Cancel BEFORE generation starts (after preview, before "Generate") | ✅ Full refund |
| Technical defect (corrupt PDF, missing pages, blank illustrations) | ✅ Re-generate OR full refund |
| Illustrations completely unrelated to story (AI failure) | ✅ Re-generate OR full refund |
| "I don't like the style" | ❌ No refund (preview was free) |
| "Changed my mind" after generation | ❌ No refund |
1. Personalized Digital Goods Exception
Under EU Consumer Rights Directive Article 16(c), UK CCR Reg. 28(1)(b), and Türkiye Mesafeli Sözleşmeler Yönetmeliği Madde 15(ç): personalized digital content delivered immediately is exempt from the standard 14-day right of withdrawal.
At checkout you confirm:
☑ I understand my personalized PDF cannot be refunded once it has been generated. I waive my 14-day withdrawal right for this specific digital good.
Because we offer a free preview showing the title, character description, and first page text + illustration, you can verify quality before purchasing.
2. Quality Failure (Eligible for Full Refund)
We will re-generate OR fully refund for:
- Corrupted PDF that cannot be opened
- Missing pages (less than 8 pages of content)
- Blank or completely unrelated illustrations
- Wrong child's name throughout the story (after correct input was provided)
- Significant grammar errors that make the story unreadable
To claim: Email [email protected] within 14 days of purchase with your order number and a description of the issue (screenshots help).
3. Subjective Quality NOT Eligible
- "I don't like the illustration style"
- "The story is too short/long"
- "My child didn't like it"
- "I changed my mind after seeing the full version"
Always use the free preview before purchasing. The preview shows you exactly what to expect.
4. Subscription Cancellation
StoryWarm currently offers only one-time purchases. There are no recurring subscriptions.
5. Chargebacks
Please contact us before disputing a charge with your bank. We respond to refund requests within 48 hours and are usually able to resolve issues quickly. Excessive chargebacks (>3) may result in permanent account ban.
6. How to Request a Refund
- Email [email protected] with subject "Refund Request — Order #[Paddle order ID]"
- Include the order number and description of the issue
- Attach screenshots if relevant
- We respond within 48 hours
- Approved refunds: 5-10 business days back to your original payment method (handled by Paddle as Merchant of Record)