Refund Policy
Last Updated: May 16, 2026
📋 Policy Overview
It's Me Book (hereinafter referred to as "we," "our," or "us") is committed to providing an excellent user experience. This Refund Policy is developed in accordance with consumer protection regulations applicable to our users, including but not limited to the EU Consumer Rights Directive (2011/83/EU), the UK Consumer Rights Act 2015, and the US Federal Trade Commission (FTC) Cooling-Off Rule, to protect your legitimate rights and interests.
Important Notice: AI-generated storybooks are considered digital goods/digital content. In accordance with applicable consumer protection laws, certain situations may not be eligible for no-reason returns. Please read the following refund policy carefully.
💰 Eligible Refund Situations
✅ Situations Where Refunds Are Supported
Situation 1: Payment Completed but Generation Not Started
If you have completed payment but the AI storybook has not yet started generating, you may apply for a full refund.
Situation 2: System Failure During Generation
If generation fails or cannot be completed due to our system failure or technical issues, you may apply for a full refund.
Note: Screenshots or supporting documentation may be required
Situation 3: Duplicate Charges
If the same order was charged multiple times due to system issues or operational errors, we will refund the duplicate amount.
Note: Payment record screenshots may be required
Situation 4: Special Circumstances for Negotiation
For the following situations, you may contact us to negotiate a refund:
- Unable to use the service due to force majeure (e.g., sudden illness, emergency)
- Severe dissatisfaction with the generated result (detailed explanation required)
- Other special reasons deemed reasonable upon our assessment
❌ Situations Where Refunds Are Not Supported
AI-generated content is considered digital goods, and the following special provisions apply:
- Under EU Consumer Rights Directive (2011/83/EU) Article 16, digital content may not be eligible for the 14-day withdrawal right once download or streaming has begun with your explicit consent
- Completed storybooks are not eligible for refunds (digital goods are considered delivered once used)
- Refunds requested due to user's own reasons (e.g., accidental purchase, change of mind)
- Accounts terminated due to violations of Terms of Service
📊 Refund Scenario Classification
| Scenario | Refund Amount | Notes |
|---|---|---|
| Payment completed, generation not started | Full Refund | Immediate processing |
| System failure during generation | Full Refund | Screenshot proof required |
| Generation failed (system cause) | Full Refund | Automatic or manual processing |
| Generation completed | Not Supported | Negotiable but not guaranteed |
| Duplicate charges | Full Refund | Payment record required |
| Accidental purchase / Change of mind | Not Supported | Digital goods not eligible once used |
📝 Refund Application Process
If you need to apply for a refund, please follow these steps:
Prepare Refund Application Materials
Including: Order number, payment proof, problem description (if any)
Contact Customer Support
Send email to: haimozhouqiu@outlook.com
Wait for Review
We will complete the review within 1-5 business days
Refund Processed
After approval, the refund will be returned to your original payment method within 3-7 business days
📧 Refund Request Email Template
Subject: Refund Request - Order [Please Fill In]
Body:
Hello,
Order Number: [Please Fill In]
Reason for Refund: [Please Fill In]
Payment Amount: [Please Fill In] USD
Payment Method: [Please Fill In] (Credit Card / Creem / Other)
Attachment: Payment screenshot
⏱️ Refund Processing Timeline
Review Timeline
1-5 Business Days
We will complete the review as soon as possible after receiving your refund application
Refund to Account
3-7 Business Days
After approval, the refund will be returned to your original payment method
Note: The actual time for the refund to reach your account may vary depending on payment channels and bank processing times. If you have not received the refund after 7 business days, please contact us for inquiry.
💳 Refund Methods
We use the original payment method for refunds:
- Credit Card: Refund will be returned to your credit card
- Creem Payment: Refund will be returned to your Creem account
- Other Payment Methods: Refund method will be determined based on the actual payment channel
⚠️ Note: Refunds can only be returned to your original payment account. Refund to a different account is not supported. If you have special circumstances, please contact customer support.
📅 Subscription/Membership Refund Rules
For monthly, quarterly, annual subscriptions and other membership services, we have established the following refund rules:
1. Unused Subscription
If you purchased a subscription but have not used any services yet, you may apply for a full refund.
2. Partially Used Subscription
The refund amount will be calculated using the following formula:
Refund Amount = Actual Payment - (Days Used × Daily Rate)
Daily Rate = Actual Payment Amount ÷ Total Subscription Days
3. Auto-Renewal Subscriptions
- If you need to cancel auto-renewal, please do so at least 24 hours before the current subscription period ends
- If you apply for a refund after being charged, the services already enjoyed will not be refunded
- After canceling auto-renewal, you can continue to use the services within the current subscription period
💡 How to Cancel Auto-Renewal
- Log in to your account
- Go to "Account Settings" or "Subscription Management"
- Find the "Auto-Renewal" option and turn it off
- Or contact us to cancel at least 24 hours before subscription expiration
❓ Frequently Asked Questions
Q: Can I get a refund if generation fails?
A: If the failure is due to our system malfunction or technical issues, you may apply for a full refund. Please provide relevant screenshots or error messages so we can verify and process your request.
Q: Can I get a refund if I'm not satisfied with the result?
A: AI-generated content has inherent subjectivity and variability. Dissatisfaction with the result that does not constitute a quality issue is generally not covered by refunds. However, if you believe there is a serious problem, please contact us to negotiate a solution.
Q: How long does it take for the refund to arrive?
A: We commit to completing the review within 1-5 business days. After approval, the refund will be processed within 3-7 business days. The actual arrival time depends on the payment channel and bank processing speed.
Q: Can the refund be sent to a different account?
A: To ensure fund security, refunds can only be returned to your original payment account via the original payment method. If you have special circumstances, please contact customer support.
Q: How do I contact customer support for a refund?
A: You can contact us through the following method:
📧 Email: haimozhouqiu@outlook.com
📮 Contact Us
If you have any questions about refunds, please contact us through the following method:
Email: haimozhouqiu@outlook.com
Business Hours: Monday to Friday, 9:00 AM - 6:00 PM (excluding public holidays)
We will process your refund application as soon as possible after receiving your inquiry. In case of any disputes, we will protect your legitimate rights and interests in accordance with applicable laws.