Plain-language summary
- Contact support quickly if you need to cancel or if a payment was duplicated.
- Once custom editing begins, the work already completed matters.
- A service failure is handled with correction, re-editing or a fair refund as appropriate.
- We do not use a blanket no-refund rule to remove mandatory consumer rights.
This summary helps with reading. The complete sections below control if a summary and the detailed text differ.
1. How to request help
Use the verified support channel shown on the website and provide the order ID, payment reference and a short explanation. Do not post baby photos or payment evidence publicly. We may verify order ownership before discussing private details.
2. Cancellation before work begins
If we have not begun custom work, you may request cancellation. We will return the eligible amount to the original payment method. Any deduction for an unrecoverable provider charge will be disclosed and used only where lawful.
3. After editing has started
Because the service is personalised, cancellation after editing begins is assessed according to work completed, the agreed scope and applicable law. We will not retain payment for work we did not perform when a refund is legally or contractually due.
4. Quality concerns and revisions
Tell us specifically what differs from the agreed theme or brief. We normally use the included revision first. If the service remains materially defective or cannot be supplied as agreed, the remedy may be re-editing, replacement, price reduction or refund, depending on the circumstances and mandatory law.
A preference for a completely new theme after work matches the original brief is not automatically a defect and may require a new order.
5. Situations normally eligible for a full refund
- A duplicate payment confirmed by the provider.
- We cannot accept the supplied photos and you do not wish to provide replacements.
- We cancel before delivering custom work.
- An unauthorised payment is confirmed after appropriate investigation.
- A full refund or equivalent remedy is required by applicable consumer law.
6. Refund method and timing
Approved refunds are initiated to the original payment method. We will provide confirmation when initiated. Banks and payment providers control the final credit time, which can vary by country and method. Refund processing time is separate from the date the money appears in your account.
7. Payment disputes
Contact us first when possible so we can investigate quickly. Starting a chargeback does not prevent us from supplying transaction, order, communication and delivery evidence to the payment provider. It does not remove rights available under applicable law.