Refund policy

Full refund: before you approve the preview

Before you approve the story and it is sent to the recipient, you can request a full refund at any time — no questions asked. Email stories@byline.roundrobinlabs.uk with your order reference and we will process it within 5 business days.

Non-refundable: after approval and delivery

Once you approve the story and it is delivered to the recipient, the digital order is non-refundable. You reviewed and approved the content before delivery — if something is not right with the story, please use the regeneration or editing options in the preview stage before approving.

If something goes wrong on our end

If the story fails to generate, the delivery email fails to reach the recipient, or there is a technical failure on our part, we will fix it or issue a full refund at your choice.

Full refund: before the print job is submitted

You can cancel the print upgrade for a full refund any time before we submit the job to our print partner (Lulu). We will tell you clearly when submission happens and send you a confirmation email. Email us to cancel before that point.

Non-refundable: once in production

Once the print job has been accepted by Lulu and manufacturing has begun, we cannot cancel or refund it — the book is being physically produced. If the book arrives damaged or misprinted, email us with photos and we will arrange a replacement at no charge.