Personalized digital services and digital content can be classified differently across markets. This policy must be reviewed together with the actual checkout consent flow before any payment is accepted.
1. Scope and definitions
This draft applies to the Personalized Pet Sympathy Card ($8.90 USD) and the Personalized Pet Sympathy Card + 20-Second Farewell Video ($14.90 USD) planned for Auromise Pet Sympathy Gifts. Both are personalized digital products created with human involvement and AI assistance, human-reviewed before delivery, and delivered to the purchaser. No physical item will be shipped. It does not alter a mandatory right or remedy provided by applicable consumer law.
For this policy, “production begins” when an operator has confirmed a complete, usable intake, recorded the order as entering production and started custom creative work. A payment, browser redirect or incomplete form alone does not mean production has begun.
Your first version will be delivered within 48 hours after payment is confirmed and all required photos and personalization details have been received. Missing, damaged or unusable material pauses the delivery clock until a complete usable intake is received.
2. Cancellation before production begins
The owner-approved direction is to allow a purchaser to request cancellation and a refund before production begins. The final policy must state the contact route, how the production-start timestamp is communicated and whether payment-processor fees are ever lawfully deducted.
A request should include the order reference and purchaser email but should not attach pet photos or card information.
3. Requests after production begins
Because each item is created from customer-selected photos and instructions, a change of mind after custom production begins may not qualify for an automatic refund where the law permits that result. We will still review the circumstances fairly and apply any mandatory rights.
The effective policy must never say “no refunds” without qualification. It must distinguish a change of mind from a duplicate charge, failure to deliver, material defect, wrong deliverable, service not matching the description or another legally protected problem.
4. Errors, defects, duplicate charges and non-delivery
If Auromise makes a material spelling, recipient, product or delivery error, or if the delivered file does not materially match the purchased description, the intended first remedy is a prompt correction or replacement. A refund or other remedy may apply when correction is impossible, delayed beyond a reasonable period or required by law.
Verified duplicate charges and confirmed payments for an order we cannot provide should be reversed or refunded. A purchaser who cannot access a delivered file should contact support before the private link expires so access can be checked or reissued when appropriate.
Aesthetic preference alone is not necessarily a defect, but the website and checkout must accurately describe the product, level of customization, human review, AI assistance and concept-preview limitations.
5. Included revision
One complimentary revision round is included with each order. Revision requests must be submitted within two (2) calendar days, calculated as 48 hours from the timestamp shown in the first-delivery email. The included revision covers reasonable adjustments based on the original order details and creative direction; it does not include a different pet, a replacement photo set, a product-type change, a completely new creative direction, a full remake or an unpurchased addition. Once we receive a complete revision request, the revised version will be delivered within 48 hours.
Corrections required because of our error do not use the complimentary revision. Any extra-revision price remains [PENDING OWNER CONFIRMATION AND LEGAL REVIEW].
6. Incomplete intake and expiry
The purchaser is intended to have 14 calendar days after verified payment to submit the required photos and details. The intake link may then expire for security and operational reasons.
The final policy must decide whether support may grant an extension, whether an unstarted order is automatically refunded, and when partially submitted data is deleted. Until those rules are approved and implemented, the expiry must not be used to keep a payment without a disclosed remedy.
7. EU and UK cancellation or withdrawal rights
The European Union and United Kingdom may provide a statutory 14-day distance-contract cancellation or withdrawal period, subject to the final classification and exceptions. The United States is assessed separately, and mandatory rights in any applicable market are preserved. Starting a service or supplying digital content during an applicable period may require a separate, prior, express request or consent and an acknowledgment about how the withdrawal right may be affected.
The future checkout must show this separate, unticked control where applicable: “I expressly request that Auromise Pet Sympathy Gifts begin creating my personalized order before the end of any applicable 14-day cancellation period. I understand that, to the extent permitted by applicable law, my right to cancel may be reduced or lost once the personalized service has been fully performed or the digital content has begun to be supplied.” A general acceptance of Terms is not a substitute. The final text and whether the service is treated as a service, digital content or both must be confirmed by a qualified legal reviewer for the markets served.
8. How to request cancellation, correction or a refund
Use the Cancellation Request Template or contact [SUPPORT CONTACT EMAIL] with the order reference, purchaser email and a short explanation. Do not send card details or reattach private photos unless support provides a secure method. The template does not submit or process a request.
Published response target: one business day in [TIMEZONE/HOURS PENDING]. Approved refunds will be returned through the original payment method. Processor and bank posting times, evidence standards, dispute escalation and any jurisdiction-specific remedy language remain [PENDING FINAL REVIEW].