This Refund and Cancellation Policy explains when a personalized story order may be cancelled, when a refund may be available, how production errors are handled, and how customers can submit a request.

This Policy forms part of the EllaTales Terms and Conditions. Nothing in this Policy limits any mandatory consumer right that cannot legally be waived.

1. Service provider

EllaTales is a commercial brand operated by:

2. Scope of this Policy

This Policy applies to paid personalized story orders placed through EllaTales.

Free stories do not involve a purchase price and are therefore not eligible for refunds. Questions about access to a free story may be submitted to customer support.

Each personalized story in an order is treated as a separate production request. A cancellation, correction, replacement, or refund may therefore apply to one story without necessarily applying to every story in the same order.

3. Nature of personalized stories

Personalized stories are digital services created from information submitted by the customer through the EllaTales Story Builder.

The service is customized for the customer and may begin shortly after payment confirmation. It includes writing, illustration, editorial, formatting, technical preparation, and digital delivery activities.

Unless otherwise stated on the applicable pricing page, a completed personalized story includes:

• One English horizontal PDF.
• One English vertical PDF.
• One Spanish horizontal PDF.
• One Spanish vertical PDF.
• Access through My Library.
• An email notification when the story is ready.

No physical product is shipped.

4. Start of production

By placing an order, the customer expressly requests and authorizes EllaTales to begin producing the personalized story after payment confirmation.

Production is considered to have started when any of the following occurs:

• The story enters an active production stage in EllaTales’ internal workflow.
• Writing, illustration, editorial, formatting, translation, technical, or delivery work begins.
• EllaTales assigns personnel or production resources to the request.
• EllaTales incurs a production-related cost.

The earliest of these events will determine when production began.

Because production may begin shortly after payment, EllaTales does not guarantee a cancellation window after an order has been paid.

5. Cancellation before production begins

A customer may request cancellation by contacting hello@ellatales.com as soon as possible after placing the order.

A cancellation and refund may be approved only when:

• The request is received before production begins.
• EllaTales has not incurred production costs.
• The story has not entered an active writing, illustration, editorial, formatting, technical, or delivery stage.

Sending a cancellation email does not automatically cancel the order. EllaTales will review the internal production record and confirm whether cancellation is still available.

6. Information required for a cancellation request

A cancellation request should include:

• Order number.
• Name of the account holder.
• Email address used for the order.
• Name used for the personalized story.
• Reason for the request.

Requests must be submitted to hello@ellatales.com.

EllaTales may request additional information to verify the customer, the order, or the payment before processing the request.

7. No voluntary refunds after production begins

Once production has begun, EllaTales does not provide voluntary refunds for:

• A change of opinion.
• A change in personal circumstances.
• An incorrect name, age, preference, description, or detail entered by the customer.
• Information omitted from the Story Builder.
• New instructions submitted after payment.
• A request to change the story concept, characters, setting, colors, animals, themes, or preferences.
• Subjective dissatisfaction with creative decisions that reasonably follow the information submitted.
• Failure to review the story request before payment.
• Failure to read the Terms and Conditions or this Policy.

EllaTales may, at its discretion, offer a correction, replacement, account credit, or new production as a customer-service accommodation. Such an accommodation is not guaranteed and does not create a right to the same solution in another case.

8. No voluntary refunds after delivery

Once a personalized story has been completed and made available in My Library, the service is considered delivered.

After delivery, EllaTales does not provide voluntary refunds because:

• The personalized production service has been completed.
• The digital files have been made available to the customer.
• The story was created specifically from the customer’s submitted information.

Failure to receive, open, or locate the delivery email does not invalidate delivery when the files are available in My Library.

Failure to download the files does not create a right to a refund when the files remain available and accessible through the customer’s account.

9. Customer-submitted errors are not production errors

The Story Builder submission is the official production instruction.

EllaTales is not responsible for correcting, replacing, or refunding an order because of:

• Incorrect information entered by the customer.
• Typographical errors contained in the customer’s submission.
• Information the customer forgot to include.
• Contradictory or unclear information supplied by the customer.
• Instructions sent after the original submission.
• Expectations that were not communicated in the Story Builder.

A request to change customer-submitted information is considered a new creative request, not a correction of an EllaTales error.

10. Errors attributable to EllaTales

EllaTales will correct a verified production error attributable to EllaTales without an additional charge.

Examples may include:

• A name that differs from the correctly submitted name.
• A typographical error introduced by EllaTales.
• Missing pages.
• A damaged or unreadable PDF.
• Delivery of the wrong story.
• Delivery of the wrong language or orientation.
• Content that clearly contradicts the original Story Builder submission.
• Failure to provide one of the included deliverable formats.

A correction is limited to resolving the verified production error. It does not include new creative instructions, preference changes, or information omitted from the original submission.

11. Deadline for reporting an EllaTales error

The customer must report an alleged EllaTales production error within forty-eight (48) continuous hours after delivery.

The report must be sent to hello@ellatales.com and should include:

• Order number.
• Name of the account holder.
• Name used for the personalized story.
• Description of the alleged error.
• The relevant page or file, when applicable.

EllaTales will compare the delivered story with the original Story Builder submission.

Reports submitted after the 48-hour period may be reviewed at EllaTales’ discretion, but a free correction is not guaranteed unless required by applicable law.

12. Correction timeframe

When EllaTales confirms that an error is attributable to EllaTales, corrected files will be provided within forty-eight (48) continuous hours after confirmation of the error.

The corrected files will replace or supplement the affected files in My Library, and the customer may receive a new delivery notification.

The correction timeframe may be reasonably extended if the customer has not provided information required to identify or verify the issue, or if an event outside EllaTales’ reasonable control prevents timely delivery.

13. Circumstances in which an exception may apply

A refund, payment reversal, replacement, or other remedy may be available when required by applicable law or when EllaTales confirms circumstances such as:

• A duplicate charge.
• A confirmed unauthorized payment.
• EllaTales’ definitive inability to deliver the purchased service.
• A material failure attributable to EllaTales that cannot reasonably be corrected.
• Defective files that EllaTales cannot replace or repair.
• A paid order that did not enter production and was validly cancelled.
• Another remedy expressly required by mandatory consumer law.

The appropriate remedy will depend on the circumstances, the stage of production, the payment status, the requested story, and applicable law.

14. Unauthorized or fraudulent payments

A customer who believes a payment was unauthorized should contact EllaTales and the relevant payment provider promptly.

EllaTales may request identity, account, order, or payment information needed to investigate the report.

EllaTales may suspend production, delivery, downloads, or account access while an unauthorized-payment or fraud investigation is pending.

Nothing in this Policy limits a customer’s mandatory rights concerning payment reversal, unauthorized transactions, or fraud.

15. Refund method and processing time

When a refund is approved, EllaTales will generally issue it through the original payment method when reasonably possible.

EllaTales may require the customer to provide or confirm information necessary to process the refund.

The time required for the refund to appear depends on the payment provider, bank, card issuer, digital wallet, currency, and country.

EllaTales does not control delays caused by third-party financial institutions after the refund has been submitted.

Currency conversion differences, bank fees, payment-provider fees, or international transaction charges may be outside EllaTales’ control and may not be refundable by EllaTales unless required by law.

16. Coupons, credits, and promotional purchases

A refund for an order purchased with a coupon or account credit will not exceed the amount actually paid by the customer.

A coupon, promotional code, or account credit has no cash value unless expressly stated otherwise.

If a refund is approved, EllaTales may restore an eligible coupon or credit instead of providing cash for the discounted portion.

Orders completed with a 100% discount may be cancelled or corrected when appropriate, but no monetary refund is due when no money was paid.

17. Multiple stories in one order

When an order contains more than one personalized story, each story is handled as a separate production request.

A cancellation or refund may apply only to a story that has not entered production, while another story in the same order may continue through production and delivery.

The refund amount, when approved, will correspond only to the affected story and any directly applicable charge.

18. Delivery timeframe and non-delivery

EllaTales aims to deliver each personalized story within two (2) calendar days, equivalent to forty-eight (48) continuous hours, following payment confirmation.

The timeframe may be reasonably extended when customer clarification is required, payment is under review, prohibited or incomplete information is submitted, or an event outside EllaTales’ reasonable control affects production or delivery.

A customer who cannot access a story after receiving a delivery notice should first contact EllaTales so the account, My Library, and protected downloads can be reviewed.

A delay does not automatically create a refund when EllaTales can still provide the service within a reasonable corrective period, except where applicable law provides otherwise.

If EllaTales confirms that it is definitively unable to deliver the purchased story, the customer will receive the appropriate refund or other legally required remedy.

19. Chargebacks and payment disputes

Customers are encouraged to contact EllaTales before filing a chargeback or payment dispute so the company has an opportunity to investigate and resolve the issue.

Submitting a chargeback does not change whether production occurred or whether a story was delivered.

EllaTales may provide the payment provider with relevant order, acceptance, production, delivery, account, support, and download records when responding to a payment dispute.

EllaTales will not penalize a customer for exercising a lawful right, but may suspend affected services while a payment dispute remains unresolved.

20. International customers

EllaTales may sell personalized stories internationally where the service and payment method are legally available.

This Policy is governed primarily by Colombian law because EllaTales is operated by a company registered in Colombia.

Nothing in this Policy removes any mandatory consumer right that applies in the customer’s country, state, province, or place of residence.

Where local law provides a remedy that cannot be waived, EllaTales will apply that remedy even if this Policy states a more restrictive general rule.

21. Right of withdrawal and personalized services

Consumer withdrawal or cancellation rights vary by jurisdiction.

Personalized stories are custom digital services produced from the customer’s specifications, and production begins with the customer’s authorization after payment confirmation.

To the extent permitted by applicable law, a general change-of-mind withdrawal right may not apply after performance has begun or after a customized digital service has been completed.

Nothing in this section excludes a mandatory right that applicable law does not permit the customer to waive.

22. Changes to this Policy

EllaTales may update this Policy to reflect changes in the service, production process, payment methods, legal requirements, or customer-support practices.

The effective date and version number will be updated when a revised Policy is published.

The version accepted when an order is placed will generally apply to that order, except where a later change must apply because of mandatory law or an essential security requirement.

23. Language

This Policy was originally prepared in English.

EllaTales may provide translations for convenience. Until an official human-reviewed translation is published, automated translations should be considered informational.

If an inconsistency arises between the English version and an automated translation, the English version will control, except where applicable mandatory law requires otherwise.

24. Contact information

Cancellation, correction, refund, payment, and delivery requests may be submitted to: