Refund Policy

Comix sells personalised goods made to order. The moment you start a book, a unique story and a unique set of illustrations are generated for your child and for no one else. That work cannot be un-made, resold, or returned to stock, and its cost is incurred by us immediately.

You can make your first book free, without a card. That free book is the trial, so please use it to decide whether Comix is right for you before choosing a plan. You can cancel a plan at any time, as explained in section 9.

This policy governs every payment made to Comix, of every kind:

Subscriptions

Taster, Family, Keepsake, and Studio, on monthly or annual billing.

Renewals

Every automatic renewal of any of the above, until cancelled.

Digital deliverables

Generated books, share links, and PDF downloads.

Printed keepsakes

Hardcover and softcover books, and the shipping and handling charged on them.

Where this policy conflicts with any statement made elsewhere — in the FAQ, in marketing copy, in a support email, or in a conversation with any member of staff — this policy controls, and refunds are granted only as it describes.

No refund, credit, or partial repayment is available, at any time, for any of the following:

• Any billing period in which even one book was generated, previewed, edited, shared, exported, or printed — including a book you deleted afterwards, a book generated by anyone using your account, and a generation request that did not succeed.
• Renewals. Each renewal is a new purchase for a new billing period. If you do not want the next period, cancel before the renewal date in Settings → Manage billing. A renewal is not refunded because cancelling was forgotten or the plan went unused.
• Annual plans, in whole or in part, at any point in the twelve-month term. The annual price is discounted by 50% precisely because it is committed and final. No annual plan is ever prorated.
• Partial periods. Cancelling mid-period, or deleting your account, does not produce a partial or prorated refund of the time remaining.
• Plan changes. Upgrades take effect immediately and are not refundable; downgrades take effect at the next renewal and never generate a credit for the difference.
• Discounted, promotional, bundled, gifted, referred, or trial-converted purchases, and anything bought with a coupon, credit, or partner code.
• Printed keepsakes that were manufactured as ordered — personalised goods produced to your specification are excluded from return and withdrawal rights by law in most jurisdictions, and are excluded here in all of them.
• Shipping, handling, customs duties, import taxes, brokerage, and return postage, in every case, including on a claim we accept.
• Taxes already remitted to a tax authority.
• Accounts suspended or terminated for breach of the Terms of Service, for fraud, for account sharing, or for chargeback activity. All unused value is forfeited on termination.
• Periods affected by outages, model unavailability, degraded generation quality, queueing, throttling, or third-party failures. We publish no uptime commitment and offer no service credits.

A refund may — not will — be considered in exactly the four cases below. Meeting a case makes a claim admissible for review; it does not entitle you to payment. Every condition in sections 5 and 6 must also be satisfied.

A. Untouched first charge

A first-ever subscription charge on the account, where the claim is filed within 24 hours of the charge timestamp, no book has ever been generated, no generation request has ever been submitted, no export has been taken, and no share link has been created.

B. Verified duplicate charge

The same amount charged twice for the same plan and the same period within a 60-minute window, arising from a demonstrable system fault on our side and not from two separate deliberate actions. Filed within 7 days of the charge.

C. Confirmed unauthorised charge

A charge made by a third party who obtained your payment credentials, where you have reported it to your card issuer and to us, and where the account's records are consistent with that report. Filed within 7 days of the charge.

D. Manufacturing defect in a printed book

A printed keepsake that arrives materially defective — torn or missing pages, binding failure, or ink so misregistered that the text cannot be read. Filed within 48 hours of the carrier's recorded delivery timestamp, with the evidence required by section 6.

Claims are accepted by email only, at support@mycomicstory.com. Messages sent any other way — social media, a reply to a marketing email, or a phone call — do not count as a filed claim, so please use email.

The email must be sent from the email address registered on the account, within the applicable window, and must carry the exact subject line:

Please include all of the following, so we can review the claim without delay:

1. 1The full invoice or order identifier, exactly as it appears on your receipt.
2. 2The charge date and the exact amount, including currency.
3. 3The last four digits of the payment method charged.
4. 4Which of the four cases in section 4 you are claiming under, and why each of its conditions is met.
5. 5For case D, the photographic evidence required by section 6, attached to the same email.

If something is missing, we’ll tell you what we need.

Before a claim is reviewed on its merits, we check the facts.

• Payment verification. Where it helps, we may ask for a screenshot or PDF of the card or bank statement line for the disputed charge, with all unrelated transactions redacted.
• Account records. We check the account’s generation, export, share, and print records, and we rely on these records when deciding a claim.

Case D additionally requires all four of the following, taken in daylight, in focus, unedited, with original file metadata intact, attached to the original claim email:

1. 1The shipping carton unopened, with the carrier label and tracking number legible.
2. 2The carton opened, showing the book in place and the packing material undisturbed.
3. 3The defect itself, in a single frame that also shows enough of the book to identify it.
4. 4The printed order identifier on the last page of the book, legible in the same frame as the defect where physically possible.

Photographs that are cropped, re-saved, stripped of metadata, or taken after the book has been unpacked and set down are not accepted. We may require the defective book to be returned, at your cost, to an address we supply, before any decision is issued; a book not shipped back within seven (7) days of that request closes the claim.

Colour variance is not a defect.Printed colour differs from a backlit screen. Differences in hue, saturation, brightness, paper tone, trim within 3 mm, and binding tightness are within manufacturing tolerance and are not treated as defects.

1. 1A complete, verified claim enters review. Review takes up to fifteen (15) business days from the date verification completes — not from the date you first wrote.
2. 2If we need more detail, we may ask you a few clarifying questions.
3. 3A written decision is issued by email, and a refusal states the reason briefly.
4. 4You may appeal once, within five (5) calendar days of the decision, by replying to that same email thread with new evidence not previously available. Without new evidence, the original decision stands.
5. 5Appeal outcomes are issued within a further fifteen (15) business days.

Approval is not payment. An approved refund is settled as follows:

• Original payment method. Approved refunds go back to the original payment method, in the original currency. We do not compensate for exchange rate movement.
• Printed-book defects. For case D, the remedy is a replacement copy printed to the same specification. A monetary refund is considered only where a replacement cannot be produced at all.
• Timing. Approved monetary refunds are submitted within thirty (30) business days of the decision. Time taken by your bank or card scheme after that is outside our control and is not our responsibility.
• Plan ends. On a refund, the related plan ends.

You can cancel at any time. Cancelling stops the next renewal; it does not refund a charge already made.

• Cancel whenever you like in Settings → Manage billing, which opens Stripe’s billing portal.
• Your plan stays active until the end of the period you have already paid for, and then does not renew. There is no partial or prorated refund for the rest of that period.
• Deleting books, or simply no longer using Comix, does not cancel a subscription — please cancel in Settings → Manage billing.
• Deleting your account in Settings → Delete my account and all photos cancels any active subscription immediately, together with the account and every book. Because the plan ends at once, the rest of the current period is not refunded.

Nothing in this policy removes a right you hold under the mandatory consumer law of your country of residence, and every limitation above applies only to the extent that law allows.

EU and UK consumers. Distance-selling rules give a fourteen (14) day right of withdrawal for most purchases, but that right does not apply to goods made to your specification or clearly personalised, and it is lost for digital content once supply has begun with your prior express consent and your acknowledgement that you thereby lose it. Every Comix book is personalised and generated on demand. By purchasing and starting a book you give that consent and that acknowledgement, and the withdrawal right ceases at that moment. Where no book has been generated, case A in section 4 is the route available to you.

Australia, New Zealand, and comparable regimes. Our goods and services come with guarantees that cannot be excluded. Where a failure is major you may be entitled to a remedy under that law; this policy governs everything beyond it.

If a provision of this policy is unenforceable where you live, it is severed and the remainder continues in force.

We may amend this policy at any time. The version that governs a purchase is the version published at the moment that purchase was made, and the version line at the end of this page identifies the current one. Amendments never revive a claim that has expired, been closed, or been refused under an earlier version.