30-Day Money-Back Guarantee. You have 30 full days after receiving your finished stories to explore them. If for any reason you are not satisfied, email help@promisepages.com and we will refund 100% of the Promise Pages purchase through the original payment method.
Our 30-Day Money-Back Guarantee
The guarantee applies to Promise Pages personalized story purchases, including completed personalized production. Request the refund within 30 days after the finished stories are delivered. You do not need to prove a defect or provide a detailed reason.
To locate and refund the correct purchase, include the purchase email and order reference when possible. Approved refunds are returned through the original payment method; the time for the credit to appear depends on the payment provider or financial institution.
Duplicate or incorrect charges
If the same Promise Pages purchase was charged more than once, contact us with the purchase email and the charge details. Once the duplicate is confirmed, the duplicate charge will be refunded. Please do not email full card numbers or sensitive payment credentials.
Non-delivery
If your finished-story email has not arrived, first check spam, promotions, and any other inbox connected to the purchase email. You can also go directly to app.promisepages.com and enter the email used at checkout. The library address does not expire.
If we cannot deliver the paid personalized book after a reasonable opportunity to investigate and correct the issue, you may request a refund for the undelivered product.
Technical defects
If the private reader, story pages, or an included print-ready download is missing, corrupted, unreadable, or materially different from the purchased configuration because of a technical error, send us a description and, if useful, a screenshot. We may first repair, regenerate, or replace the affected page or file. If we cannot provide a working product, you may request a refund.
Name, photo, or personalization errors
The Promise Pages Personalization Promise: your child should recognize themselves in their finished story. If the name, personalization, or likeness is not right, contact us and we will correct or remake the affected story at no extra charge.
If the submitted details were wrong, email us immediately. We will first try to correct them; the 30-Day Money-Back Guarantee remains available after delivery.
Personalized production and cancellations
If you ask to cancel before production begins, we will try to stop the order immediately. If personalized production has already begun or finished, the purchase is still covered by the 30-Day Money-Back Guarantee after delivery.
This does not limit any refund, cancellation, or consumer right that applies by law.
How to request help or a refund
- Email help@promisepages.com from the address used at checkout when possible.
- Include the purchaser name, purchase email, approximate purchase date, child’s first name, and a short description of the issue.
- For a charge issue, include the transaction or order reference shown on your receipt. Do not send full payment-card details.
Approved refunds are returned through the original payment method. The time for a credit to appear can depend on the payment provider or financial institution.
Contact
For questions about this policy, email help@promisepages.com or visit Contact Us.