Refund Policy

Summary

• Subscriptions — non-refundable. Cancel anytime; access continues to the end of the current billing period. Unused monthly credits are tied to your subscription, do not roll over month-to-month, and are forfeited on cancellation or downgrade.
• Paid Credit packs (separately purchased) — non-refundable, non-transferable, no cash value. Do not currently expire while your account is in good standing.
• Printed books & merchandise — non-refundable except for narrowly-defined manufacturing defects, in-transit damage, or non-delivery (details below). Once you approve and place the order, the printed product is final.

Printed Books & Merchandise

Every printed item is made to order, manufactured specifically for you. By placing an order you confirm you have reviewed the proof PDF and approved its content, layout, spelling, and characters. The printed product is final once the order is placed and we cannot accept returns or issue refunds for any reason except the qualifying issues listed below.

Qualifying issues

We will, at our sole discretion, issue a free replacement or a refund of the affected unit's purchase price (excluding shipping unless the entire order is non-deliverable) if your printed item:

• Arrives physically damaged from shipping — torn, crushed, or water-damaged on receipt, with damage clearly visible in the original shipping packaging.
• Has a manufacturing defect — pages missing entirely, pages bound out of order, ink smudges that obscure text or art, blank pages where art should be, or binding that has separated from the cover. Cosmetic variation in color, paper texture, trim alignment within the printer's published tolerance (±0.125 in for trim, ±0.125 in toward the spine), and slight differences from the screen preview do not qualify as defects.
• Was never delivered — carrier tracking shows the package as lost, returned to sender for a reason not caused by you, or undelivered more than 30 days after the carrier's estimated delivery date. Address-input errors, refused delivery, and mailbox-theft after "delivered" status do not qualify.

What does NOT qualify

The following are not eligible for refund, replacement, or credit under any circumstances:

• Production or delivery taking longer than estimated, including an order that arrives after a holiday, birthday or event date, as long as it is delivered. Times shown on our site and at checkout are estimates, not guarantees.
• Buyer's remorse, change of mind, dissatisfaction with the story, the illustrations, the characters, the AI's output, or the way it "looks in person." You reviewed the proof; the printed item is a faithful reproduction of what you approved.
• Spelling errors, typos, missing characters, missing pages of content, missing dedications, wrong author names, wrong copyright text, or any other error that was present in the proof PDF you approved.
• Color shifts between the on-screen preview and the printed item. Printed colors differ from screens — this is a documented limitation of physical printing and is disclosed throughout the order flow.
• Wrong shipping address, wrong recipient name, or wrong shipping speed selected at checkout.
• Damage that occurred after delivery, including but not limited to damage from handling, weather exposure, pets, children, or normal wear.
• Items lost or stolen after the carrier marks the package "delivered."
• Bulk-order claims where only some units are defective. Only the specific affected unit(s) qualify, and only with photo evidence of each affected unit individually.
• Custom merchandise (mugs, puzzles, etc.) where the issue is content quality of the AI-generated image rather than a physical defect.

Required documentation

To open a claim, you must provide all of the following within 30 daysof the carrier's delivery date (or, for non-delivery, within 30 daysof the carrier's estimated delivery date):

• Your order number.
• Clear, well-lit photographs of the affected page(s) or unit(s) showing the specific defect. For damage claims, photos must include the original shipping packaging in the same frame.
• For multiple-unit orders, individual photos of each affected unit.
• A short written description of the issue.

Claims missing any of the above will be denied. Claims received outside the 30-day window will be denied. We reserve the sole discretion to determine whether an issue qualifies under this policy.

Resolution

For approved claims, we choose between (a) a free replacement of the affected unit shipped to the original delivery address, or (b) a refund of the affected unit's purchase price to the original payment method only. The choice is at our sole discretion. We do not issue store credit, partial refunds for unaffected units, refunds of shipping fees (except for total-order non-delivery), or refunds to alternate payment methods or recipients. Refunds typically post within 5–10 business days of approval.

How to request

Contact us at support@toonystory.com or via the Support page with the documentation listed above. We respond within 1–2 business days. Step-by-step instructions are in the Help Center. We may, at our sole discretion, ask you to keep, recycle, or destroy the affected item; we may also, at our sole discretion, ask you to return the item — if we do ask, we will provide a prepaid return label.

Subscriptions

All subscription fees — including initial signups, monthly renewals, annual renewals, plan upgrades, and any pro-rata charges — are final and non-refundable. You can cancel from Account Settings at any time. After cancellation your access and benefits continue until the end of the then-current billing period and you will not be charged again.

We do not issue cash refunds for partial billing periods, unused portions of a subscription, downgrades, missed cancellations, forgotten subscriptions, account inactivity, or for any reason of personal preference. If you cancel a day, week, or month after your renewal date and have not yet used the service that period, the renewal charge is still non-refundable.

When you change to a lower-tier plan, or from annual to monthly billing, the change takes effect at the end of your current billing period. You keep your current plan and credits until then, nothing is prorated, and the lower price applies from the next renewal. We do not issue cash refunds for downgrades. If you believe your payment was charged in error or a technical issue is preventing you from using the service, contact us at support@toonystory.com within 7 days of the charge; we will investigate and any refund, replacement, or service credit is at our sole discretion.

Credits

All credits — purchased Paid Credit packs, subscription credit allotments, and promotional / bonus / referral credits — are non-refundable, non-transferable, have no cash value, and cannot be exchanged or redeemed for currency. Credits are revoked without refund if your account is terminated for breach of our Terms of Service.

Different credit categories follow different expiry rules — full breakdown is in the Supplemental Paid Credits Terms. In short:

• Paid Credit packs (separately purchased) do not currently expire while your account is in good standing; we reserve the right to introduce expiry on future-purchased packs with notice.
• Subscription credits (the monthly allotment included with a paid plan) are tied to your active subscription. If you cancel, downgrade, or revert to the free tier, your unused subscription credits are forfeited without refund — only your remaining Paid Credit pack balance and promotional credits carry over. Subscription credits do not roll over month-to-month.
• Promotional / bonus / referral credits may expire or be revoked at our discretion at any time without notice.

Once credits have been spent on a generation, edit, or order — successful or otherwise — they will not be refunded except where the charge was caused by a confirmed billing error or a service-side technical fault that we determine, at our sole discretion, materially prevented you from receiving the result you paid for. Subjective dissatisfaction with the AI's output does not qualify. Full terms: Supplemental Paid Credits Terms.

App Store Purchases

Credits or subscriptions purchased inside the ToonyStory iOS app are processed by Apple under its own terms. Apple handles all refunds for those transactions — request them at Apple's refund page. We have no ability to issue, accelerate, or guarantee refunds for App Store transactions and cannot adjust your account for App Store-side refund decisions other than by removing credits or access if Apple reverses the underlying charge.

Chargebacks & Disputes

Before disputing a charge with your bank, contact us — almost all issues are faster to resolve directly, and many disputes our records show as bad-faith are caught and reversed by the issuing bank.

Initiating a chargeback for a charge that is non-refundable under this policy, for a delivered printed product, for credits that have been spent, or for a subscription period during which the service was used is a breach of our Terms of Service. Such chargebacks may result in immediate suspension or termination of your account, forfeiture of remaining credits and unused subscription time without refund, recovery of the disputed amount and any associated fees as a debt, and reporting to fraud-prevention networks. We will respond to all disputes with the documentation we retain (proofs you approved, delivery confirmation, usage logs, IP records, and account history).

Changes to This Policy

We may update this Refund Policy from time to time. The “Last updated” date at the top reflects the most recent change. Continued use of the service after changes are posted constitutes acceptance of the updated policy.

Contact

Questions? Email support@toonystory.com or visit the Support page.