Refund Policy

At PetPapers, we are committed to providing excellent service and ensuring our customers are satisfied with their orders. Our refund policy complies with consumer protection laws, including EU regulations:

1. Right to Cancel (14-Day Cooling-Off Period for Physical Products):

You have the right to cancel your order for the physical journal only after it has been delivered. Once delivered, you have 14 days to request a full refund, no questions asked. To exercise this right, simply contact us within 14 days of delivery. You do not need to return the journal.

2. Digital Product (Form Access via Fillout):

Once you gain access to the Fillout form to submit your responses, the digital portion of your order is considered fulfilled, and you waive your right to a refund for this part of the service. This is because by accessing the form, you begin providing content for your personalised journal, which constitutes usage of the service.

3. Refund After Delivery (14-Day Guarantee for Physical Journal):

The 14-day money-back guarantee applies once the physical journal has been delivered. If you’re unsatisfied, you may request a full refund within 14 days of delivery. You do not need to return the journal. Simply contact us, and we’ll process your refund.

4. Faulty or Misdescribed Journals:

If your journal is faulty or does not match its description, you are entitled to a full refund regardless of the 14-day period. No return required. Please contact us, and we’ll resolve it promptly.

5. Issues with Fillout Form or Transcription:

If you experience technical issues with the Fillout form that prevent you from submitting your responses, we will investigate. If the issue is confirmed to be on our end (e.g., Fillout failure), a full refund will be issued. However, no refund will be granted for issues arising from personal circumstances (e.g., browser incompatibility, internet problems, or not following instructions).

⚠️ If you choose to use our voice-to-text option, PetPapers is not responsible for poor-quality audio recordings (e.g., low volume, heavy background noise, unclear speech). These cannot be transcribed accurately, and refunds will not be issued in such cases. We encourage users to record in a quiet setting, close to their microphone, and review recordings before submitting.

6. Accidental Damage:

We do not offer refunds for journals damaged due to customer misuse or accidents after delivery. If your journal arrives damaged or with defects, please contact us, and we’ll assess it case-by-case.

7. Contact Us:

Questions or concerns? We’re here to help — just reach out.