Refund Policy

Version: 1.0

Effective Date: September 12, 2026

Service Owner: FOP Gaitan Kyrylo Oleksandrovych

1. General Provisions

This Refund Policy explains when and how refunds may be requested for purchases made through Taleino ("Taleino", "we", "us", or "our").

Taleino is a digital service that allows customers to create personalized children's stories based on information and preferences provided by the customer.

By purchasing a Taleino product, you acknowledge and agree to this Refund Policy together with our Terms of Service and other applicable policies.

Nothing in this Refund Policy limits any mandatory consumer rights that cannot legally be excluded or restricted under applicable law.

2. Personalized Digital Content

Taleino products are personalized digital content created using information provided by the customer.

A personalized story may include, depending on the product purchased:

the child's name;
age or other information provided by the customer;
selected characters;
selected themes, interests, settings, or story preferences;
other personalization details submitted during the order process.

Because the final story is created specifically according to the customer's submitted information, it may not be possible to return or resell the resulting personalized content to another customer.

Where permitted by applicable law, personalized products and digital content for which performance has begun with the customer's prior express consent may be excluded from the statutory right of withdrawal.

For customers in the European Union, digital content supplied without a tangible medium may lose the statutory 14-day withdrawal right once performance begins if the customer has expressly consented to immediate performance and acknowledged that the right of withdrawal is lost as a result.

3. Refund Eligibility

A customer may request a refund if:

Taleino has not yet started creating the personalized story;
the purchased product cannot be delivered because of a technical failure attributable to Taleino;
Taleino delivers a materially defective or unusable digital product and is unable to correct the issue within a reasonable period;
a duplicate payment was made for the same order;
a refund is otherwise required by applicable consumer protection law.

If a story has already been generated and delivered as ordered, a refund will generally not be available solely because the customer has changed their mind, provided that applicable law permits the exclusion of the withdrawal right for the personalized digital content.

4. Incorrect Customer Information

The customer is responsible for checking the information entered before submitting an order.

This includes, where applicable:

child's name and spelling;
age;
selected characters;
selected story preferences;
other personalization information.

If the customer provides incorrect information and the story is correctly generated using that information, the order is generally not refundable.

However, if Taleino provides an option to correct or regenerate the story, we may offer a correction or replacement at our discretion.

5. Defective or Incorrectly Generated Stories

If the delivered story contains a significant technical error, missing content, corrupted file, or another material problem caused by Taleino, the customer should contact us at:

[email protected]

We may first attempt to correct or regenerate the affected story.

If Taleino cannot reasonably correct the problem, the customer may be entitled to a full refund, subject to applicable law.

Minor differences in wording, illustration style, story structure, or creative interpretation do not by themselves constitute a defect where the product otherwise corresponds to the purchased service.

6. Cancellation Before Generation

If the customer contacts Taleino before the personalized story generation process has started, Taleino may cancel the order and issue a full refund.

Once the generation or delivery process has started, cancellation may no longer be possible where applicable law permits exclusion of the right of withdrawal for personalized digital content or digital content supplied with the customer's prior express consent.

7. EU Consumer Right of Withdrawal

Where applicable, consumers in the European Union generally have a 14-day right of withdrawal for distance contracts, subject to statutory exceptions.

For Taleino digital content, the right of withdrawal may not apply once:

the customer has expressly requested that performance begin before the end of the withdrawal period; and
the customer has acknowledged that they lose the right of withdrawal once performance begins.

This applies only to the extent permitted by applicable law.

Taleino will provide the relevant consent and acknowledgement during the checkout process where required.

Nothing in this section affects mandatory consumer rights relating to defective or non-conforming digital content or digital services.

8. Subscription or Recurring Payments

If Taleino offers recurring subscriptions, cancellation of a subscription stops future renewal charges.

Cancellation does not automatically create a right to a refund for the current paid period unless:

the applicable law requires a refund;
the subscription has not yet started and cancellation qualifies for a refund under this Policy; or
Taleino otherwise agrees to provide a refund.

The customer normally retains access to the service until the end of the already-paid subscription period, unless otherwise required by law or stated at the time of cancellation.

9. Duplicate Payments

If the customer is charged more than once for the same order because of a duplicate transaction, Taleino will refund the duplicate payment.

The customer should contact [email protected] and provide the relevant order or transaction information.

10. How to Request a Refund

To request a refund, contact:

Email: [email protected]

Subject: Refund Request

Please include:

the email address used for the order;
order number, if available;
date of purchase;
amount paid;
a brief description of the reason for the refund.

Customers should not send passwords, payment card numbers, or other unnecessary sensitive information.

Taleino may request additional information reasonably necessary to identify the transaction and assess the request.

11. Refund Review

Taleino will review refund requests within a reasonable period.

Where additional information is required, we may contact the customer using the email address associated with the order.

If a refund is approved, Taleino will initiate the refund using the original payment method where technically possible.

The time required for the funds to appear in the customer's account may depend on the payment provider or financial institution.

12. Refund Amount

Unless otherwise required by applicable law, an approved refund will normally cover the amount actually paid for the affected Taleino product.

Taleino will not charge an additional refund processing fee.

Where currency conversion was involved, the amount ultimately received by the customer may differ slightly from the original amount due to exchange-rate movements or fees imposed by the customer's bank or payment provider, to the extent permitted by applicable law.

13. Payment Provider

Payments and refunds may be processed through third-party payment providers.

The payment provider may have its own processing times and procedures.

Taleino does not control the time required by a customer's bank or payment provider to credit a refund after Taleino has initiated it.

14. Non-Refundable Situations

Subject to mandatory consumer rights, a refund will generally not be provided where:

the personalized story has already been generated and delivered as ordered;
the customer changes their mind after personalized digital content has been generated and the applicable withdrawal right has been validly excluded;
the customer entered incorrect personalization information and the story was correctly generated using that information;
the customer requests a refund because they do not personally like the creative interpretation of the story, where the product otherwise corresponds to the purchased service;
the customer has already received and used the purchased digital content and no statutory right to a refund applies.

This section does not exclude refunds or other remedies required by applicable consumer protection laws.

15. Fraudulent or Abusive Refund Requests

Taleino reserves the right to investigate suspected fraudulent, abusive, or duplicate refund requests.

This may include situations involving:

repeated refund requests for the same product;
unauthorized use of another person's payment method;
deliberate abuse of promotional offers;
fraudulent payment disputes;
other conduct intended to obtain products without payment.

Nothing in this section limits any mandatory rights available to consumers under applicable law.

16. Chargebacks and Payment Disputes

If you believe a payment was made without authorization or there is a problem with an order, please contact us at [email protected] before initiating a payment dispute where reasonably possible.

We will review the issue and attempt to resolve legitimate payment problems promptly.

This does not restrict any legal right to contact your bank, card issuer, payment provider, or relevant consumer protection authority.

17. Statutory Consumer Rights

This Refund Policy does not affect any mandatory rights granted to consumers under applicable law.

In particular, consumers may have statutory remedies where digital content or digital services are not supplied, are not as agreed, or do not conform to applicable legal requirements. EU rules provide specific remedies for non-conforming digital content and digital services.

Where mandatory law provides a greater right than this Policy, the mandatory legal right will prevail.

18. Policy Changes

We may update this Refund Policy from time to time, including when:

applicable laws or regulations change;
payment providers change;
Taleino products or services change;
our refund procedures change.

The updated version will be published on the Taleino website.

The version applicable to a purchase will generally be the version in effect at the time the purchase was made, unless a later change is required by law or otherwise applies to an existing relationship under applicable law.

19. Contact Information

For refund requests or questions about this Policy:

Email: [email protected]

Service Owner: FOP Gaitan Kyrylo Oleksandrovych

Registration Country: Ukraine

Website: https://taleino.com

20. Related Documents

Cookie Policy: https://taleino.com/legal/cookies

Financial Disclaimer & AML Compliance: https://taleino.com/legal/financial-disclaimer

This Refund Policy should be read together with the Terms of Service and other applicable Taleino legal documents.

Last updated: September 12, 2026