Refunds & Cancellation

This policy tells the parent and the bank when money comes back. Refunds follow the original payment rail.

1. Cancelling before payment

Close the payment page or cancel at the bank. No contract is formed, the story is not delivered, the preview remains. We do not charge for an attempt.

2. Digital goods after delivery

After payment, a digital file that has already been delivered (in the account or by email) is generally non-refundable. The book is made to the questionnaire: name, cast, style. “Did not like it” and “changed my mind” are not refund grounds. Otherwise generation at USD 8 / 11 would not survive.

3. When we refund the amount you paid

We refund the amount you paid if one of these is true:

  • you were charged twice for the same order;
  • the file or video is not delivered within 72 hours of paid status due to our failure (queue down, engine unavailable, we never started generation);
  • the delivered book is materially defective: blank pages, the wrong name, the file will not open — and you write within 14 days of payment.

Email hello@taleori.com with the order number, checkout email and a short description. Do not send the full card number. Refund timing depends on TBC or lava.top, not “a minute after the email”.

lava.top’s 8% fee may remain a seller cost under their rules. In the cases above we still return the amount you paid, without skimming a “fee” off your refund.

4. What we do not refund

Cost already spent on text and art after full generation has started, if the file was delivered and is not defective. Frame redraws within quota remain; beyond quota there may be a small extra charge — that is not a plan refund.

A content-policy breach that led us to refuse delivery may forfeit a refund if cost was already incurred.

Your bank’s FX fees are not reimbursed.

5. Printed book

The digital part of a `printed` order follows the digital rules above. For the physical copy:

  • if the parcel is unopened or damaged in transit (crushed, empty, wrong address through our fault) — write within 14 days of receipt;
  • we will arrange a return of the copy or a reshipment;
  • if the checkout address was wrong through your fault and the book could not be delivered, reshipment may be at your expense.

Outbound shipping on a no-defect refusal may be kept if the copy is already printed and sent. Before dispatch, cancelling print is discussed by email: the digital part may already have been delivered and is not refunded without section 3 grounds.

6. How refunds travel

TBC — a refund on the bank rail. lava.top — through their flow plus our request. We confirm when the money has been sent. Card disputes: us first, copy to the bank; we keep cardholder data for at least 6 months.

7. Claim windows

14 days from payment for digital defects and non-delivery. 14 days from receipt for print. Later claims are considered in good faith; a refund is not promised.

8. Upgrades and a second charge

Upgrading a PDF book to video is a separate payment. An upgrade refund follows the same rules as a new digital order: after audio and video are delivered, a change of mind is not a ground. A double upgrade charge is refunded.

If you paid for print and the digital part is already delivered, refunding only the paper does not unwind the PDF: they are parts of one SKU with the different rules in sections 2 and 5.

9. Contact

hello@taleori.com, +995 599 251 351, 09:00–18:00 GET, Monday–Friday. Write from the checkout email — that is how we find the payment faster.

This takes longer and costs more.