Refund Policy

We want you to be completely satisfied with your personalized storybook experience.

Last Updated: January 2025

This Refund Policy explains our refund practices for Custom Heroes services. Please read this policy carefully before making a purchase.

Credit Purchases

Due to the digital nature of our service and the computational resources required for AI generation:

  • Unused credits: Refundable within 30 days of purchase if completely unused
  • Partially used credits: Non-refundable once any credit has been used to start creating a book
  • Bundle purchases: Refundable only if no credits from the bundle have been used

Digital Books

Since each book is uniquely created using AI technology based on your specific inputs:

  • Books in progress or completed are non-refundable
  • Once AI generation begins, the credit is considered used
  • You have multiple opportunities to review and edit during creation
  • 3-5 revisions are included to help perfect your book (depending on package)

Physical Books

Physical books are custom-printed individually for each order:

  • Cannot be refunded once production begins (within 2 hours of order)
  • You may cancel within 2 hours if production hasn't started
  • Free replacement for damaged or misprinted books
  • Free re-send if lost during shipping
  • Quality issues must be reported within 7 days of delivery

Note: Always create and review your digital book first before ordering physical copies. This ensures you're completely happy with the content before printing.

Eligible for Refund

You may be eligible for a refund in these situations:

✓ Technical Issues

If our service experiences technical problems that prevent you from completing your book after multiple attempts, and we cannot resolve the issue.

✓ Service Unavailability

If our service becomes unavailable for an extended period (more than 7 days) preventing you from using purchased credits.

✓ Duplicate Charges

If you were accidentally charged multiple times for the same purchase.

Not Eligible for Refund

Refunds are NOT available for:

✗ Change of Mind

If you simply change your mind after starting the book creation process.

✗ Dissatisfaction with AI Results

If you're not satisfied with the AI-generated content, as revision options are provided and content can be edited.

✗ User Errors

If mistakes were made in your inputs (wrong photos, misspellings, etc.) as you can edit and regenerate content.

✗ Completed Digital Books

Once a digital book is completed and downloaded, it cannot be refunded.

✗ Physical Books in Production

Physical books cannot be refunded once printing begins (2 hours after order). Custom-printed products cannot be resold.

How to Request a Refund

If you believe you're eligible for a refund:

  1. Contact us within 30 days of purchase
  2. Provide your order number and email address
  3. Explain the reason for your refund request
  4. Include any relevant screenshots or error messages

Send refund requests to: support@customheroes.aior use our contact form.

Processing Time

Once we receive your refund request:

  • We'll review your request within 2-3 business days
  • You'll receive an email with our decision
  • Approved refunds are processed within 5-7 business days
  • Funds may take additional time to appear depending on your payment method

Our Commitment

While we have a limited refund policy due to the nature of our service, we're committed to:

  • Providing excellent customer support
  • Helping you resolve any issues during book creation
  • Offering revisions to improve your book
  • Continuously improving our AI technology
  • Being transparent about our service capabilities

💡 Tips for Success

To ensure the best experience:

  • Upload clear, well-lit photos
  • Review all inputs before generating
  • Use revisions strategically
  • Take advantage of editing features
  • Contact support if you encounter issues

Questions?

If you have questions about our refund policy or need assistance with your book: