Refund policy

If we miss 7 business days, the refund is automatic

Every book is finished by hand and we only take a limited number at a time. If we can't get yours done within 7 business days of receiving your photos, we refund the full $9.99 — you don't have to ask for it, and you don't have to send the book back, because it's a file.

If the deadline has passed and no refund has shown up, email us. That's us failing twice, and we'd rather hear about it than have you chase your bank.

How the 7 days are counted

• The clock starts the day we have your photos, not the day you pay. We can't draw the character before that
• We're in Japan, so business days are Japanese weekdays — weekends and Japanese public holidays don't count
• If we have to come back and ask for a different photo — too dark, face not visible, wrong child — the clock starts when a usable one arrives. We'll tell you the same day we ask

If the book isn't right, we redo it

Reply to the email and tell us what's wrong. A page whose art missed, a detail we got backwards, a name spelled the other way — we regenerate it and send the book again. There's no fee for that and no limit we're counting.

If it still isn't a book you'd want to read to them, say so and we'll refund you in full. We'd rather give the money back than have a book nobody reads.

One thing we can't fix by redoing it: the story and the art come out differently every time they're generated, so we can't reproduce a version you saw earlier exactly. Tell us what you want changed and we'll aim at that instead.

If we decline the book

There are a few things we won't make — anything cruel about the child, anything sexual or frightening involving a child, or a book built to harass or impersonate someone. They're listed on the terms of service page. If what you've asked for lands in one of those, we say so and refund you in full rather than make it.

How to ask

Email info@kater.jp from the address you paid with, or just reply to the thread where you sent the photos. Tell us which of the two situations above it is, and what happened. There's no form to fill in and no account to log into, and a person reads it.

We answer refund requests in the order they arrive and we don't ask you to explain yourself twice.

How the money comes back

• It goes back through Stripe to the card you paid with. We can't send it to a different card or by another route
• How fast it lands is up to your bank, not us. We issue it through Stripe as soon as we've confirmed it; the wait after that is on your bank's side
• It's refunded in US dollars, the same amount you paid. If your card isn't a dollar card, your bank's exchange rate on the day may make the number in your own currency slightly different

You can always dispute the charge with your bank instead. Emailing us is faster, and we won't argue with you about it.

If you change your mind before the book is done

We haven't set a cancellation window beyond the two promises above, so we're not going to pretend there's a rule here. Email us, tell us where you've got to, and we'll sort it out with you. If we haven't started drawing yet, expect the money back.

What this page doesn't cover

• Printed books. We print and bind hardcovers only inside Japan and don't ship them abroad, so there's nothing to return and no shipping to refund
• The Japanese service, which takes orders through an account and ships printed books in Japan. Its cancellation and return conditions are set separately, on the Japanese pages
• Chargeback fees or currency differences your own bank applies. Those aren't ours to refund

Nothing here takes away rights your local consumer law gives you. Where the law says you get more than this page promises, the law wins.

Contact

24AE LLC (合同会社 24AE), 福島県会津若松市一箕町八幡墓料 107-1, Aizuwakamatsu, Fukushima, Japan. Refunds and everything else on this page: info@kater.jp.

Related pages

• Terms of service — what you're buying and how the order works
• Privacy policy — what we collect and how to get it deleted
• Pricing — what $9.99 buys