Refunds and Cancellations

1. Before you pay

You see and approve your family’s characters before you pay. Each person gets a first drawing and one redraw. If you’re not happy, simply don’t order: you owe us nothing.

2. When your book starts

Your book starts as soon as Paystack confirms your payment. Our system then begins writing and illustrating it automatically, and from that moment we’re paying for the work on your book.

So in practice, if you cancel after paying, your book will usually have started already. A full refund applies only if it hasn’t, for example if we haven’t been able to start it yet (we’ll tell you if that happens).

3. Cancelling after you pay

Before your book starts: a full refund

You get back everything you paid, including delivery.

After your book has started: what you paid, minus costs already incurred

Until your book is sent for printing, you can cancel and we’ll refund what you paid, minus the costs we’ve already incurred for your book. These are the amounts we’ve already spent on it with other businesses:

• the AI services that write, illustrate and check your book, for the work done so far;
• the payment provider’s fee for your payment; and
• printing or delivery, if we’ve already paid for them.

We’ll tell you the amount, and how we worked it out, before we refund you. The sooner you cancel, the less work has been done, so the more you get back.

After your book has been sent for printing: no change-of-mind refunds

Once your book has been sent to our printing partner, we can’t cancel it or refund you because you’ve changed your mind: it’s a personalised product made only for your family. Your rights if your book is defective, damaged or has a mistake we made still apply (section 4).

How to cancel

Email info@pagestotreasure.co.za with your order reference as soon as possible. Your cancellation takes effect when we receive your email. We stop work on your book as soon as we can, and confirm by email.

Cooling-off

The seven-day cooling-off period in the Electronic Communications and Transactions Act doesn’t apply to goods made to the consumer’s specifications or clearly personalised, and every Pages to Treasure book is both. If your order resulted from direct marketing by us, the Consumer Protection Act gives you the right to cancel within five business days of the order or of delivery, whichever is later. Where that right applies, we honour it: we refund everything you paid within 15 business days of your notice or, if your book has already been delivered, of receiving it back.

4. If something is wrong with your book

We’ll put it right at no cost to you if:

• there’s a printing or binding defect, such as missing, repeated, torn, loose or badly printed pages, a damaged cover or a binding fault;
• your book was damaged in transit; or
• we made a mistake, for example a name spelled differently from how you gave it to us, a family member you included who is missing, or a missing or repeated story.

What we’ll do: reprint your book and send it to you at our cost, or refund you in full, whichever you choose. If you choose a refund, we may ask you to return the book (we pay for the return) or to confirm that you’ve disposed of it.

Not covered. These aren’t defects, but we’re always happy to talk:

• The characters’ likeness. The characters are illustrations inspired by your photos, not exact portraits, and you approved them before you paid.
• Style or taste, such as the choice of scenes, the tone of the stories, or small AI details that don’t affect the story, like an object in the background.
• Mistakes in the details you gave us, such as a misspelt name, a wrong age or a wrong form of address, where the book matches what you entered. We’ll gladly quote you for a corrected reprint (printing and delivery).
• Damage or wear after delivery.

5. How to report a problem

1. Email info@pagestotreasure.co.za with your order reference, a short description of the problem, and clear photos of it (and of the parcel and packaging, if it was damaged in transit).
2. We’ll reply, tell you what we’ll do, and arrange a reprint or refund.

Please tell us within 14 days of delivery if you can: it gives us the best chance of getting a replacement to you before Christmas. This doesn’t reduce your legal rights. Under the Consumer Protection Act you may return a defective book within six months of delivery for a repair, a replacement or a refund, and if you tell us later than 14 days, we’ll still put it right on that basis.

6. Delivery and collection problems

• Damaged parcel: if you can, photograph the parcel before you open it, and tell us. You get a free reprint or a full refund, your choice.
• Lost parcel: if tracking stops moving or your book doesn’t arrive by the expected date, tell us and we’ll follow it up with The Courier Guy. If it can’t be found, we’ll reprint and resend your book at our cost, or refund you, your choice. You don’t have to wait for the courier’s claim to be settled.
• A wrong or incomplete address from you: if your book can’t be delivered because of the address you gave us, we’ll send it again once you’ve paid the delivery fee again. If it’s lost because of a wrong address you gave us, we’ll quote you for a reprint.
• Locker not collected: if your parcel isn’t collected within the time the courier allows and comes back to us, we’ll send it again once you’ve paid the delivery fee again.
• Partner school: anyone who shows your order reference can collect your parcel from the school office, and we treat a parcel handed over against your reference as collected by you. If your school stops taking part, we deliver your book to your door (or a locker) at no extra cost.

7. How refunds are paid

• We refund through Paystack to the payment method you used. If that isn’t possible, we’ll ask for your bank details and pay you by EFT.
• We pay refunds within 15 business days of agreeing them (or of receiving a book we asked you to return). Your bank may take a few more days to show the money.
• A full refund includes the delivery fee.

8. Your legal rights

This policy adds to your rights; it never replaces them. In particular, the Consumer Protection Act gives you the right to safe, good-quality goods and to return defective goods within six months of delivery, and the Electronic Communications and Transactions Act gives you rights when you buy online, including to cancel if we don’t deliver on time. Our Terms and Conditions explain more.

9. Questions and complaints

Email info@pagestotreasure.co.za or call 087 265 5898. If we can’t resolve your complaint, or haven’t within 15 business days, you can refer it to the Consumer Goods and Services Ombud (CGSO): 0860 000 272, info@cgso.org.za, www.cgso.org.za. You can also complain to the National Consumer Commission (NCC): 012 065 1940, enquiries@thencc.org.za, thencc.org.za, online at eservice.thencc.org.za.