DOCUMENTS · REFUND & SUPPORT
Updated: 29 September 2026 · draft, subject to confirmation
Every Story Reef book is a personalised digital product created for your specific order. Below is how to get help if something goes wrong, and our policy on corrections and refunds.
Write to us and we'll help. Please include your order number or the email the tale was ordered with.
Support: <a href="mailto:info@storyreef.company">info@storyreef.company</a>. We usually reply within one business day.
Check your spam folder and the “Generation History” tab in your account. The book is ready in up to 10 minutes after payment. If it's still missing, contact us and we'll resend the PDF at no cost.
Contact us — we'll re-generate and resend the PDF at no cost.
For example: a wrong hero name, broken layout, or a missing illustration. Report it within 30 days of delivery and we'll correct genuine technical defects caused by us, at no cost.
We fix genuine technical defects for free. A change of preference — a different theme, style, a rewritten plot or a new character — is a new personalised book and a new order.
Each book is personalised and generated on demand specifically for you, so it cannot be reused or resold. For this reason, once generation has started, we do not normally refund a change of mind. This does not limit your statutory rights where a product is genuinely defective and we are unable to correct it.
For UK consumers: bespoke, personalised digital products are exempt from the 14-day right to cancel once you have agreed that generation may begin.
Your payment is taken by Link, a Stripe payment service that sells our books as the merchant of record. Your receipt comes from Link. For questions about the payment itself — for example a double charge or a charge you don't recognise — you can contact Link support at support.link.com. Link may refund the payment within 60 days of the purchase, including when a request could not be resolved with us. A refund goes back to the original payment method and covers the full amount you paid, including any tax.
For anything about the book itself — delivery, the file, errors — write to us first: it is quicker.
For orders and support: <a href="mailto:info@storyreef.company">info@storyreef.company</a>.