Refund Policy

At Scribbin, we strive to provide high-quality AI-generated storybooks and excellent customer service. This Refund Policy explains our refund and cancellation policies for Story Tokens, print orders, subscriptions, and other services.

1. Story Tokens Refund Policy

Story Tokens are the digital credits used to create stories, generate illustrations, and access premium features on Scribbin.

1.1 General Non-Refundability

Story Tokens are generally non-refundable once purchased because:

• They are digital goods delivered instantly upon purchase
• Processing fees are incurred immediately through our payment provider (Stripe)
• Tokens represent access to third-party AI services (OpenAI) with associated costs

1.2 Exceptions - When We Do Offer Refunds

We will issue full or partial refunds for Story Tokens in the following circumstances:

Technical Failures

• Service Outage: If our service is unavailable for more than 24 consecutive hours and prevents you from using tokens
• Generation Failures: If AI generation repeatedly fails due to our technical issues (not content policy violations)
• Payment Errors: If you were charged incorrectly or multiple times for the same purchase
• Token Delivery Failure: If purchased tokens were not credited to your account

Account Issues

• Unauthorized Purchases: If your account was compromised and tokens were purchased without your permission (must be reported within 48 hours)
• Duplicate Purchases: If you accidentally purchased the same token package multiple times in quick succession
• Account Errors: If tokens were removed from your account due to a system error

Policy Violations by Scribbin

• Pricing Errors: If we charged you a different price than displayed at time of purchase
• Service Changes: If we substantially change token pricing or usage terms and you purchased tokens within 7 days before the change

1.3 Non-Refundable Situations

We cannot offer refunds for Story Tokens in these cases:

• Change of Mind: Deciding you no longer want to use the service after purchase
• Used Tokens: Tokens that have already been spent on story generation or other features
• Content Policy Violations: If your prompts are rejected due to violating our content policies or OpenAI's usage policies
• Dissatisfaction with Results: If you're unhappy with the quality of AI-generated content (AI generation quality can vary and is not guaranteed)
• Expired Tokens: Tokens that have expired (if applicable to your token package)
• Account Closure: If you voluntarily close your account, unused tokens are forfeited

1.4 Partial Refunds

In some cases, we may offer partial refunds based on:

• Number of tokens remaining unused in your account
• Time since purchase (full refund within 7 days for unused tokens in exceptional circumstances)
• Nature and severity of the issue

2. Auto-Replenishment Refunds

2.1 Cancellation

You may cancel auto-replenishment at any time through your Account Settings. Cancellation:

• Takes effect immediately
• Prevents future automatic token purchases
• Does not affect tokens already in your account
• Does not provide refunds for previous auto-replenishment purchases

2.2 Auto-Replenishment Refunds

We will refund auto-replenishment purchases if:

• System Error: Tokens were purchased despite auto-replenishment being disabled
• Billing Error: You were charged for more than the configured amount
• Immediate Cancellation: You disable auto-replenishment within 1 hour of an automatic purchase (full refund of that purchase only)

3. Print Order Refunds

Print-on-demand book orders are fulfilled by our third-party printing partner (Prodigi). Different refund terms apply to physical products.

3.1 Print Quality Issues

We offer full refunds or replacements for:

• Manufacturing Defects: Printing errors, binding issues, damaged pages, incorrect colors
• Damaged During Shipping: Books that arrive torn, crushed, or otherwise damaged
• Wrong Product: If you receive the wrong book or incorrect specifications
• Missing Pages: If pages are missing or printed incorrectly

Reporting Deadline: Print quality issues must be reported within 30 days of delivery with photographic evidence.

3.2 Shipping Issues

We offer refunds for shipping problems:

• Lost Shipments: If tracking shows package lost or missing for more than 30 days after expected delivery
• Incorrect Address: If we shipped to the wrong address due to our error (not customer error)
• Extended Delays: If delivery takes more than 60 days beyond estimated delivery date (excluding force majeure events)

3.3 Non-Refundable Print Orders

Print orders cannot be refunded for:

• Change of Mind: Deciding you no longer want the book after ordering
• Content Issues: Being dissatisfied with the story or illustrations you created (review before ordering)
• Customer Address Errors: If you provided an incorrect shipping address
• Design Choices: Colors, fonts, or layouts that match your original design but don't meet your expectations
• Delivery Issues Beyond Our Control: Customs delays, natural disasters, carrier issues (though we'll work with carriers to resolve)
• Unclaimed Packages: If you fail to claim the package and it's returned to sender

3.4 Print Order Replacements vs. Refunds

For defective print orders, you may choose:

• Replacement: We'll reprint and ship a new copy at no charge (recommended option)
• Refund: Full refund of the print order cost (including shipping)

4. Subscription Refunds

Note: If Scribbin offers subscription services in the future, the following terms apply:

4.1 Monthly Subscriptions

• Cancellation: Cancel anytime; access continues until the end of the current billing period
• Refunds: No refunds for partial months; cancellation prevents future charges only
• Grace Period: Full refund if canceled within 48 hours of initial subscription

4.2 Annual Subscriptions

• Cancellation: Cancel anytime; access continues until the end of the annual period
• Refunds: Prorated refund for unused months if canceled within first 30 days
• No Refunds: After 30 days, no refunds for remaining subscription period

5. Refund Request Process

5.1 How to Request a Refund

To request a refund, contact us with the following information:

1. Contact Support: Email [email protected] with subject line "Refund Request"
2. Provide Details:
   • Your account email address
   • Transaction ID or order number
   • Date of purchase
   • Amount paid
   • Reason for refund request
   • Supporting evidence (screenshots, photos of defective prints, etc.)
3. Wait for Review: We'll review your request within 2-3 business days
4. Receive Decision: We'll email you with approval or explanation if denied

5.2 Refund Processing Time

Once approved:

• Stripe Refunds: Processed within 5-10 business days to your original payment method
• Account Credit: For token-related issues, we may offer account credit instead of refund (your choice)
• International Refunds: May take longer due to bank processing times

5.3 Required Evidence

For certain refund types, you must provide:

• Print Defects: Clear photos showing the defect from multiple angles
• Technical Issues: Screenshots of error messages or failed generations
• Unauthorized Purchases: Police report or fraud claim documentation (for large amounts)
• Shipping Issues: Tracking information and photos of package condition

6. Chargebacks and Disputes

6.1 Contact Us First

Before initiating a chargeback through your bank, please contact us directly. Chargebacks:

• Incur processing fees that we must pay even if we refund you
• Can result in account suspension pending investigation
• May take longer to resolve than working directly with us
• Can damage your relationship with our service

We're committed to resolving disputes fairly and quickly. Most issues can be resolved within 48 hours through direct communication.

6.2 Chargeback Consequences

If you initiate a chargeback:

• Your account will be suspended during the dispute investigation
• If the chargeback is found to be unjustified, your account may be permanently banned
• Any tokens or credits in your account may be forfeited
• We may pursue collection of owed amounts plus chargeback fees

6.3 Valid Chargeback Reasons

Chargebacks are appropriate when:

• Your payment method was used fraudulently without your permission
• You were charged after canceling your subscription or auto-replenishment
• We failed to respond to refund requests within 14 days
• The charge amount differs significantly from the advertised price

7. Account Closure Refunds

7.1 Voluntary Account Closure

If you choose to close your account:

• Unused Story Tokens: Non-refundable (forfeited upon account closure)
• Active Subscriptions: Canceled immediately; no refund for current period
• Pending Orders: Will be fulfilled; cannot be canceled after production begins

7.2 Account Termination by Scribbin

If we terminate your account for Terms of Service violations:

• No Refunds: Unused tokens and subscription fees are forfeited
• Exceptions: If termination was in error, we'll refund unused tokens and current subscription period

8. Promotional Credits and Discounts

8.1 Promotional Tokens

Free or promotional Story Tokens:

• Have no cash value and cannot be refunded
• May have expiration dates
• Cannot be transferred or exchanged
• Are forfeited if account is closed

8.2 Discount Codes

When using discount codes:

• Refunds are issued for the amount actually paid, not the full price
• Discount codes cannot be reinstated after use
• One-time codes are not reusable after refund

9. Gift Purchases and Gifted Tokens

9.1 Purchasing Gifts

If you purchase Story Tokens as a gift:

• Before Redemption: Full refund available if gift code has not been redeemed
• After Redemption: No refunds once the recipient has claimed the tokens
• Incorrect Recipient: We can transfer the gift if it hasn't been redeemed

9.2 Receiving Gifts

If you receive gifted tokens:

• You cannot request a cash refund (contact the gift giver)
• Tokens follow the same usage policies as purchased tokens
• No exchanges for different amounts or types of tokens

10. Third-Party Service Fees

Some fees are non-refundable because they're charged by third parties:

10.1 Payment Processing Fees

• Stripe charges processing fees on all transactions (typically 2.9% + $0.30)
• These fees are non-refundable to Scribbin when we issue refunds
• You receive full refund of amount paid; we absorb the processing fee loss

10.2 Print Production Costs

• Once print production begins, we incur costs from Prodigi
• Cancellations after production starts may not receive full refunds
• We'll work with you to find the best solution (e.g., ship to different address)

11. Regional Variations

11.1 European Union (EU)

Under EU Consumer Rights Directive, you have additional rights:

• 14-Day Cooling-Off Period: Right to cancel purchases within 14 days
• Digital Content Exception: This right is waived when digital content (Story Tokens) is delivered immediately with your consent
• Physical Goods: Full 14-day return right applies to print orders

11.2 United Kingdom (UK)

Similar consumer protection laws apply:

• 14-day cooling-off period for distance sales
• Right to reject faulty goods within 30 days
• Digital content must be "of satisfactory quality"

11.3 Australia

Under Australian Consumer Law:

• Consumer guarantees apply to all goods and services
• Right to refund for major failures
• Digital content must be fit for purpose

11.4 United States

State laws may provide additional protections:

• California: Additional cancellation rights for subscriptions
• FTC regulations for online purchases
• State-specific consumer protection laws

12. Exceptions and Special Circumstances

We may make exceptions to this policy in cases of:

• Medical or Family Emergencies: Documented hardships that prevent service use
• Extended Service Outages: If our service is unavailable for prolonged periods
• Significant Policy Changes: Major changes that materially affect your ability to use purchased tokens
• Good Faith Errors: Misunderstandings or communication errors on our part

These exceptions are granted at Scribbin's sole discretion and do not create precedent for future claims.

13. Contact Information

For refund requests, questions, or concerns:

Email: [email protected]
Refund Department: [email protected]
Response Time: 2-3 business days
Website: https://scribbin.com