Refund and Cancellation Policy

The creation checkbox is empty by default. Before using a credit, you must expressly ask us to begin creating that personalised digital story and acknowledge that the 14-day cancellation right for that story ends when creation begins. We record the wording, version and date of consent and repeat it in your confirmation email. This follows the Consumer Contracts Regulations 2013.

We want every tale to be worth listening to again and again. If a story arrives faulty, we will put it right by repairing or re-generating it free of charge. That covers, for example:

• Audio that will not play, is cut short, or is much shorter than the length promised for that age.
• The wrong hero name, age band, lesson or Hollow Wood character voice used in the story.
• Narration that stutters, changes voice part-way or is unlistenable.
• A story that is unsuitable or does not match what was ordered.

Tell us what went wrong and we will first repair or replace the story where appropriate. If we genuinely cannot provide conforming digital content, the Consumer Rights Act 2015 remedies, including an appropriate price reduction or refund, continue to apply.

You may cancel unused credits within 14 days after purchase. For a partly used pack, the refund is proportional to the number of unused credits: the pack price divided by the credits bought, multiplied by the unused credits. For example, on the £9.99 six-lesson pack each credit is £1.665, and one personalised lesson on its own is £2.99. Free lessons and the free personalised opening scene cost nothing, so nothing is charged or refundable for them. Once creation of a story begins following your express consent, that credit is no longer unused. If conforming digital content cannot be provided after repair or replacement, statutory remedies still apply.

The Bramble Bedtime Pass is a single payment of £5.99 for 30 days of talking with Bramble. It is not a subscription, so there is nothing to cancel and no renewal to stop; access simply ends after 30 days.

• You may cancel within 14 days of purchase for a full refund, provided you have not yet started talking with Bramble.
• Before the first conversation begins you are asked to confirm that you want access to start straight away and that the 14-day cancellation right ends at that point.
• If you have started using the pass within the first 14 days and then cancel, we may keep an amount in proportion to the days already available to you.
• If Bramble will not speak, will not listen or is unusable for reasons on our side, tell us: we will put it right, extend your days, or refund you where we cannot.

Nothing in this policy takes away your legal rights. Under the Consumer Rights Act 2015 digital content must be of satisfactory quality, fit for purpose and as described. If it is not, you are entitled to a repair or replacement and, where that is not possible, a price reduction or refund.

Email support@mytinytales.co.uk or use our contact form. Include the order reference and parent email; do not send a child’s full name. This policy sits alongside our Terms and Conditions.