Refund Policy

Effective date: 01/09/2025
Last updated: 22/01/2026

1. Introduction
   1. This Refund Policy (Policy) explains when HAPPY PAWS OF THE VALE LTD (company number 14856878) of Dept 6211a 126 East Ferry Road, Canary Wharf, London, United Kingdom, E14 9FP (Company, we, us, our) may agree to refund payments made in connection with the use of pebblewish.com (Site) and any related digital services made available through the Site.
   2. Contact: info@pebblewish.com.
   3. The Site provides personalised children’s fairy tales and colouring pages in downloadable digital format. Story text is generated using artificial intelligence systems based on information you provide and the Company’s internal instructions. Illustrations are created by human illustrators and are made available through the Site on a lawful basis in accordance with the Company’s arrangements and applicable law.
   4. Payments may be made either directly at checkout using payment methods made available on the Site or by using an internal prepaid account balance linked to your account (Wallet).
   5. Nothing in this Policy is intended to limit or exclude any rights you may have under mandatory consumer protection law.
2. Nature of the Services and supply
   1. Our Services primarily consist of intangible digital content supplied electronically, including (without limitation):
      1. 2.1.1.personalised fairy tales supplied as downloadable digital files;
      2. 2.1.2.colouring pages supplied as downloadable digital files;
      3. 2.1.3.other similar digital story products supplied as downloadable digital files from time to time.

1. 1. The Site operates on a pay-per-item basis: you provide requested inputs, the relevant digital content is generated and, upon successful payment, a download link (or equivalent access) is made available via your account and/or the Site.
   2. The Company does not provide printing, manufacturing, binding, shipping or delivery of physical goods. If you choose to print digital content, this is at your own discretion and risk, and any dispute relating to third-party printing or delivery services is between you and the relevant third party.
2. Consumer cancellation rights and digital content
   1. If you are a consumer, you may have statutory rights to cancel certain contracts under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
   2. Where digital content is supplied not on a tangible medium and you request immediate access and/or downloading, you acknowledge that you may lose any statutory right to cancel once the supply of the digital content begins, to the extent permitted by law and where the relevant legal requirements are satisfied.
   3. This Policy addresses refunds and discretionary case reviews only; it does not reduce or remove any statutory rights you may have under mandatory law.
3. Wallet and prepayments
   1. The Wallet is an internal prepaid balance facility linked to your account used solely to pay for digital content on the Site.
   2. The Wallet is not a bank account and is not intended to be used as one. Wallet balances are not withdrawable as cash and are not transferable.
   3. Adding funds to the Wallet (Wallet Top-Up) constitutes an advance payment intended to be applied to future purchases on the Site.
4. General principle: payments are normally non-refundable
   1. As a general rule, all payments are treated as final and non-refundable, including:
      1. 5.1.1.amounts paid directly at checkout for digital content;
      2. 5.1.2.Wallet Top-Ups;
      3. 5.1.3.charges deducted from your Wallet for purchases of digital content.
   2. In particular, we will not normally issue a refund where the reason is only that:
      1. 5.2.1.you changed your mind after paying or topping up your Wallet;
      2. 5.2.2.you decide you no longer want or need the digital content;
      3. 5.2.3.you do not download, open or use files that were properly made available;
      4. 5.2.4.you are dissatisfied with the style, tone, creative direction or details of the output where the service broadly corresponds to the Site description and the inputs you provided;
      5. 5.2.5.you expected a particular reaction or outcome (including a child’s reaction or any personal or commercial outcome).
   3. Wallet Top-Ups and use of Wallet balance:
      1. 5.3.1.except where required by mandatory law, we do not normally refund Wallet Top-Ups;
      2. 5.3.2.without prejudice to clause 5.3.1, if any part of your Wallet balance has been used to pay (in whole or in part) for any purchase on the Site, you acknowledge and agree that you will not be entitled to a refund of any Wallet Top-Up (including any remaining Wallet balance), except where such refund is required by mandatory law.
   4. For the avoidance of doubt, nothing in this section prevents us from correcting an error, reversing an unauthorised transaction, or making an adjustment where we decide (acting reasonably and in good faith) that a refund or Wallet adjustment is appropriate under section 6.
5. Exceptional circumstances in which we may consider a refund or adjustment
   1. Notwithstanding section 5, in limited and exceptional situations we may review a payment and, at our discretion and acting in good faith, issue a full or partial refund and/or re-credit or adjust a Wallet balance, as appropriate.
   2. Any decision under this section is case-specific and does not create a precedent for future cases.
   3. We may consider a refund or adjustment in the categories below.
   4. Unauthorised or fraudulent transactions
      1. 6.4.1.We may review a request where you reasonably believe an unauthorised person accessed your account, Wallet or payment method, or where your payment instrument appears to have been compromised and used fraudulently in connection with the Site.
      2. 6.4.2.We may ask you to contact your bank or payment provider promptly and follow their fraud procedures and to provide reasonable supporting information sufficient to allow us to investigate (for example, evidence of the disputed transaction and that the instrument has been reported/blocked), with unrelated data redacted where appropriate.
      3. 6.4.3.If, after our review, it reasonably appears that you did not authorise the transaction, we may reverse the affected charge and/or adjust your Wallet balance accordingly, subject to any requirements or constraints imposed by payment providers and applicable law.
   5. Clear payment error or duplicate charge
      1. 6.5.1.We may consider a refund where there is an obvious and well-documented payment error, for example an accidental duplicate charge or duplicate top-up within a short period, or a rare technical or display issue on the Site that meant it was not reasonably clear what you were purchasing or that your card/Wallet would be charged.
      2. 6.5.2.In assessing such requests we may take into account the information displayed at checkout at the relevant time, whether any digital content was generated or made available, and any supporting information you provide.
   6. Technical failure and non-delivery attributable to us
      1. 6.6.1.We may review a request where payment has been successfully processed but, due to a technical or administrative failure on our side, the digital content is not generated or is not made available for download/access.
      2. 6.6.2.In such cases we will normally first attempt to restore access, correct any order status or Wallet balance error, and/or regenerate the content where feasible.
      3. 6.6.3.If, after reasonable attempts, we remain unable to provide the service paid for, we may refund the affected amount or re-credit your Wallet, as appropriate.
      4. 6.6.4.Issues caused solely by your own device, browser, email provider or internet connection will not automatically entitle you to a refund, but we may make reasonable efforts to assist you in regaining access where possible.
   7. Other rare, well-documented situations. If you believe that, due to serious, unexpected circumstances, it would be manifestly unfair for us to retain a particular payment, you may ask us to review your case.
   8. Any decision to grant a refund (in whole or in part) in such situations is discretionary, will be made on a case-by-case basis and does not create a precedent.
6. Time limits for requests
   1. Where you wish us to review a payment or transaction under this Policy, you should contact us as soon as reasonably possible and, in any event, within 14 days of the relevant payment, Wallet Top-Up or Wallet deduction.
   2. Where the matter concerns a technical failure or non-delivery, you should notify us promptly once you become aware of the issue so that we can attempt to restore access or correct the problem.
   3. These time limits relate to our discretionary review process under this Policy only and do not limit any statutory rights you may have under mandatory law.
7. How to request a refund or case review
   1. If you believe your situation falls within section 6, you may submit a written request to info@pebblewish.com.
   2. To enable us to review your request, please provide:
      1. 8.2.1.your full name;
      2. 8.2.2.the email address used for your account;
      3. 8.2.3.the date of the payment, Wallet Top-Up or Wallet deduction;
      4. 8.2.4.a description of the transaction concerned (for example, Wallet Top-Up or the relevant purchase);
      5. 8.2.5.a clear explanation of what happened and why you are requesting a refund;
      6. 8.2.6.any relevant supporting information (for example, screenshots, error messages, or redacted statements).
   3. We may request additional information where reasonably necessary to verify your identity, locate the transaction and assess your request.
8. Review process and outcomes
   1. We will use reasonable efforts to review and respond without undue delay. We do not guarantee any specific response time.
   2. Possible outcomes include:
      1. 9.2.1.approval of a full or partial refund;
      2. 9.2.2.re-credit or adjustment of your Wallet;
      3. 9.2.3.restoration of access and/or regeneration of the digital content;
      4. 9.2.4.refusal of your request, with reasons provided where reasonably practicable.
9. Approved refunds: method and adjustments
   1. 10.1.Where a refund is approved, we will ordinarily process it using the same payment method used for the original transaction, where technically feasible; alternatively, we may re-credit a Wallet balance where appropriate, subject to applicable law.
   2. 10.2.Once we have initiated a refund, the time it takes for funds to appear is determined by your bank or payment service provider and is outside our control.
   3. 10.3.To the extent permitted by law, we may take into account non-recoverable payment processing fees and/or currency conversion costs directly associated with the original payment when determining the practical method of refund.
10. Chargebacks and payment disputes
    1. If you initiate a chargeback or payment dispute with your card issuer or payment provider, we may temporarily suspend or restrict access to your account and any associated services linked to the disputed transaction while the investigation is ongoing.
    2. We may provide the relevant financial institution with information about the transaction and this Policy.
    3. Where a refund has already been issued by us in respect of a particular payment, you agree not to seek a duplicate refund for the same amount via chargeback or any similar mechanism.
11. Changes to this Policy
    1. 12.1.We may update this Policy from time to time. The latest version will always be available on the Site and will apply from the date it is published, unless a later effective date is expressly stated.
    2. 12.2.Your continued use of the Site after changes to this Policy take effect will constitute your acceptance of the updated Policy.
12. Governing law and jurisdiction
    1. 13.1.This Policy and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter shall be governed by and construed in accordance with the laws of England and Wales.
    2. 13.2.The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with this Policy or its subject matter.