Refund and Cancellation Policy

If you change your mind, you can cancel and get a full refund of any credits you have not yet used, within 14 days of purchase. Just email support@mytinytales.co.uk from the address on your account. We refund to your original payment method, normally within five working days.

If you have used some of a bundle, we refund the credits still sitting unused in your balance.

A personalised story is made instantly and cannot be un-made or resold. When you press the button to create a story, you ask us to begin straight away and you accept that, once that story has been generated, you lose the 14-day right to cancel it. This is allowed under the Consumer Contracts Regulations for digital content supplied immediately with your consent.

We want every tale to be worth listening to again and again. If a story arrives faulty, we will put it right by re-generating it free of charge — you do not lose a credit. 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 name, age, world or lesson 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.

Re-generation is the remedy we offer, at our discretion, rather than a cash refund. Tell us what went wrong within 30 days of the story being created and we will sort it. If we genuinely cannot deliver a working story after trying, we will refund that credit.

An unused gift code can be refunded within 14 days of purchase. Once a code has been redeemed, the credits belong to the recipient's account and follow the rules above.

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 child's first name and roughly when the story was made so we can find it quickly. This policy sits alongside our Terms and Conditions.