Refund & Cancellation Policy

Effective date: [EFFECTIVE_DATE] Provider: YOU BABY STUDIO L.L.C, Office 214, Mohamed Sultan Matar Markhan Al Ketbi Building, Al Safa 1, Dubai, United Arab Emirates Contact: [SUPPORT_EMAIL]

⚠️ LEGAL REVIEW REQUIRED — DUAL CONSUMER-LAW REGIME. This policy must satisfy Stripe / the chosen Merchant-of-Record, and must not contradict any non-waivable consumer-protection right that applies to the buyer, notably: (a) UAE Consumer Protection Law (Federal Law No. 15/2020; Cabinet Resolution No. 66/2023) — right of return for defective digital services, mandatory transparent pricing and full invoice in Arabic/English; (b) EU Consumer Rights Directive 2011/83/EU — 14-day cooling-off right for distance contracts, including digital content where the consumer has not agreed to begin performance during the cooling-off period; (c) UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — same 14-day cooling-off concept; (d) State-specific US rules (e.g. California CC §1812.600, California ARL if we ever add a subscription). There is currently no subscription / auto-renew product; if that changes, this document must be re-drafted and the California ARL confirmation flow implemented.

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1. Scope

This Refund Policy applies to all purchases made on [DOMAIN], regardless of the buyer's country of residence. It forms part of the Terms of Service and is incorporated into any checkout confirmation issued by our payment processor [MERCHANT_OF_RECORD].

2. What we sell

KidsStory sells prepaid Token packages. One Token entitles the account holder to one (1) content generation (PDF book and/or video) as described at the moment of purchase. There is no subscription, no automatic renewal and no recurring charge.

3. Standard refund right — unused Tokens

You may request a full refund of any purchased Token package within [REFUND_WINDOW_DAYS] days (we use 14 days by default, matching the EU / UK statutory cooling-off period for distance contracts) of the purchase date provided that:

• None of the Tokens in the package have been spent on a generation that has started processing (the generation job has entered the processing queue); and
• The account has not been suspended or terminated for breach of these Terms, the Acceptable Use Policy, fraud, or chargeback abuse.

How to request: email [SUPPORT_EMAIL] from the account address, include the order number and the reason for the refund. We will confirm within 3 business days. Approved refunds are issued to the original payment method within 5–10 business days (Stripe timing).

4. Partially-used Token packages

If you have spent some Tokens from a package:

• Unused Tokens remain refundable on a pro-rata basis within [REFUND_WINDOW_DAYS] days of the original purchase.
• Used Tokens (already spent on a generation that started processing) are not refundable because they have been delivered as the digital good.

Example: you bought a 5-Token package for USD 20. After one successful generation you ask for a refund within the window. We refund USD 16 (4 × 4 USD per Token), keep USD 4 for the used Token, and deduct the remaining 4 Tokens from your balance.

4a. EU / UK 14-day cooling-off right for digital content

If you are a consumer resident in the European Economic Area or the United Kingdom:

• You have a statutory right to cancel the purchase within 14 calendar days of the purchase date for any reason (Art. 9 CRD / Reg. 29 UK CCRs), separate from and in addition to §3.
• Important — loss of the right. The cooling-off right for digital content supplied not on a tangible medium is lost where you expressly request that performance begins during the cooling-off period and you acknowledge that you will lose your right of cancellation once performance has begun (Art. 16(m) CRD / Reg. 37 UK CCRs). When you spend a Token on a generation you do both of those things; Tokens you have already spent on a delivered or in-progress generation are therefore not refundable under the cooling-off right.
• Unused Tokens remain fully refundable during the cooling-off period, consistent with §3.
• To cancel, email [SUPPORT_EMAIL] within 14 days; you may (but are not required to) use the EU model cancellation form reproduced at Annex I of the CRD.

4b. UAE consumer-protection note

For UAE-resident consumers, §§3–5 of this Policy are in addition to — and not in place of — any non-waivable rights under Federal Law No. 15/2020 and Cabinet Resolution No. 66/2023, including the right to a full refund where the digital service is defective, materially misdescribed, or not delivered.

5. Non-refundable situations

Outside of the standard right in §3, refunds are not offered in the following cases, unless required by law or at our discretion:

• Dissatisfaction with the creative content of a generation, if the system produced a deliverable output without error (AI creative output is inherently subjective).
• Account closure or ban triggered by your breach of the Terms or Acceptable Use Policy.
• Promotional / bonus Tokens granted for free — they cannot be converted into cash.

6. "We screwed up" — service-failure refunds

If a generation fails due to a fault on our side (pipeline error, vendor outage, corrupted output that we cannot regenerate) we will:

1. Attempt an automatic re-generation at no cost to you; or
2. If re-generation is not possible, credit the failed Token back to your balance; or
3. On request, refund the value of the failed Token to the original payment method.

You do not have to claim these refunds within the §3 window; report the issue to [SUPPORT_EMAIL] within 90 days of the failed generation.

7. Chargebacks

We prefer to resolve payment disputes directly. If you initiate a chargeback with your card issuer before contacting us, your account may be automatically suspended pending investigation (see Terms §5.2). Fraudulent or bad-faith chargebacks may be referred to law enforcement and to the card networks.

8. Price changes and protection

Price changes are prospective and do not affect Tokens already in your balance.

9. Taxes

Refunds include any indirect tax that was charged on the refunded amount — UAE VAT (5 %), EU / UK VAT, or US state / local sales tax, as applicable. Where [MERCHANT_OF_RECORD] acts as the Merchant of Record, the MoR issues the corrective invoice / credit note.

10. How to reach us about a refund

• Email: [SUPPORT_EMAIL] — preferred channel, fastest.
• Post: YOU BABY STUDIO L.L.C, Office 214, Mohamed Sultan Matar Markhan Al Ketbi Building, Al Safa 1, Dubai, United Arab Emirates — allow 4 weeks for processing.

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YOU BABY STUDIO L.L.C · Version [EFFECTIVE_DATE]