Corrections, cancellations and refunds

Before you order

Each FOUNDATION book is made for the family details you approve. Please check the names, the people included, the photos, the illustration choice and the dedication before you pay.

Cancelling

You can cancel for a full refund at any time before production begins. Production begins when our team starts creating your book, and we record when that happens. Production cannot begin until your details are complete and usable, so while we are still waiting for details, you can cancel for a full refund.

Once production has begun, contact us and we will review your request individually. If we cannot deliver the book we promised, we will refund you in full.

If your details are still incomplete 30 days after payment, we will remind you first and then cancel the order with a full refund.

If we are running late

We aim to deliver within 48 hours after payment is confirmed and your details are complete and usable. If we cannot meet that, we will tell you before the time runs out, give you a new estimate and let you choose whether to wait or cancel for a full refund. We will not treat silence as agreement to wait.

If we made a mistake

Tell us what happened and we will review it. Examples include a name you approved appearing incorrectly, an included person missing, someone appearing who should not be there, an illustration that is materially different from the style shown in your preview and the photos you supplied, or a file that does not open.

We correct confirmed production mistakes at no charge. If a reasonable correction cannot bring the book up to the promised standard, we refund you in full. We also review other genuine concerns fairly, even when they do not fit these examples.

What is not included

Changes to details you approved, a different artistic preference and additional revision rounds are not included. We may still help in individual cases, so please ask before placing a new order.

Because each book is made for your family, changing your mind after delivery does not by itself qualify for a refund. We will still review any genuine concern about what we promised or delivered.

How to ask

Email thischildhoodco@gmail.com with your order number and describe every issue in one message. Please contact us within 30 days of delivery if you can, so we can investigate promptly; we will still consider later requests and any rights you have under applicable law.

Please do not email private family photos. If we need a replacement photo, we will send you a secure way to provide it. If we need a replacement photo, we will email you a secure upload link.

How refunds are paid

Refunds are not automatic. When we approve one, our team issues it through Stripe to your original payment method, and we email you to confirm. A full refund includes any tax you paid. Banks usually take 5 to 10 business days to show a refund.

A full refund ends access to your download links. Files already downloaded cannot be recalled, so we ask that you delete them.

If you have a problem with your order, please contact us first so we can put it right quickly. This does not affect your right to contact your card issuer.

This policy does not limit any rights you have under applicable law.