Refunds & cancellations

We want you to love your Chapternity story. This page explains when you can cancel or get a refund, and how your rights as a consumer apply. It sits alongside our terms of service.

Personalised, made to order

Almost everything Chapternity makes is created specifically for you: your story is written from your own conversation, your printed book is produced to order by our print partner, and your audiobook is narrated for your story alone. Under the UK Consumer Contracts Regulations, goods that are made to your personal specification or clearly personalised are exempt from the usual 14 day cooling off period once we have begun making them. That does not affect your rights if something is faulty or not as described.

Before you order

You review and approve your story before you pay, so please read it carefully at that stage. Once you place an order we begin producing it, which is why we are not able to offer a change of mind refund on personalised items after that point.

Digital editions

A digital edition is delivered as soon as your order is complete. Because it is personalised and made available to you immediately, it is non refundable once generated. If your file will not download or open, contact us and we will fix it or reissue it.

Printed books

Printed books are produced to order and cannot be cancelled or refunded for a change of mind once they have been sent to print. If your book arrives damaged, misprinted, or different from what you approved, contact us within 14 days of delivery with a photograph and we will arrange a free replacement or a refund. This is in addition to your statutory rights.

Audiobooks

Audiobooks are narrated specifically for your story and are non refundable once they have been produced. If there is a technical problem with the audio, such as missing chapters or a corrupted file, contact us and we will re render it at no cost.

Gift cards

Gift cards are non refundable but never expire, and the balance remains available to the recipient until it is used.

If we cannot fulfil your order

In the rare event that we are unable to produce your order, we will contact you and provide a full refund of anything you have paid for that order.

Your statutory rights

Nothing on this page affects your legal rights under the Consumer Rights Act 2015, including your right to a remedy if goods are faulty, not as described, or not of satisfactory quality.

How to contact us

For anything to do with a refund or cancellation, email support@chapternity.com with your order details and we will come back to you quickly.