Refund Policy
This policy covers the BirdStory Guide Pack. It sits alongside your legal rights as a consumer, which this policy does not limit.
What you are buying
The Guide Pack is a one-time purchase at the price shown at checkout. It is a digital product: access is switched on for your account as soon as your payment is confirmed. It is account-wide, has no expiry, is not a subscription and never renews automatically. Each purchase adds 12 guide creations or updates to your account; Quick Reads are unlimited while Guide Pack access applies. You can buy more than one Guide Pack, and each purchase adds its own 12. A Guide Pack buys that capacity; it is not a rental of guides you have already generated. Full details are in the Terms of Use.
When we will refund you
1. An unused Guide Pack
If you bought a Guide Pack by mistake, or you change your mind before using any of the guide creations or updates included with that purchase, you can ask us for a refund and we will normally agree.
Once one or more of that purchase’s guide creations or updates has been used, that purchase is no longer eligible for the unused-Guide-Pack refund, and a refund is no longer a simple change-of-mind request. Generating a guide and then asking for a refund is not a way to keep the guide and get your money back.
2. A generated guide that fails to deliver
Using one does not mean there can never be a refund. If a guide we generated materially fails to reflect the information you provided, is clearly incomplete or of poor quality, or does not reasonably deliver what BirdStory represented, please tell us. We will first try to put it right: we may fix the problem or regenerate the guide and, where appropriate, we will not count that regeneration as another guide creation or update. If we cannot bring the guide to a reasonable standard, we may provide a refund or another appropriate remedy.
3. Disliking the output
BirdStory stands behind producing a reasonably competent, relevant synthesis from the information you supplied. We do not guarantee that you will like every part of a guide or agree with every interpretation. We do not refund simply because you dislike the wording, disagree with an interpretation, or change your mind after receiving a usable guide. Guides are suggestions, not facts, as the Terms explain.
4. Other situations
- Duplicate charge. If the same purchase is accidentally charged more than once, we will refund the duplicate charge in full. Deliberately purchasing another Guide Pack to add another 12 guide creations or updates is not a duplicate purchase.
- Technical failure. If a technical problem on our side prevents you from using what you bought and we cannot fix it within a reasonable time, we will provide an appropriate remedy, which may include a refund.
- Not receiving what was advertised. If the Guide Pack does not provide the functionality it was sold as providing, we will fix the problem or provide an appropriate remedy, including a refund where applicable.
- Anything else. We may refund in other reasonable situations at our discretion. Please ask.
Your legal rights
The rules above describe when we will refund voluntarily. They do not limit any rights you may have under applicable consumer law: if the product is faulty, is materially not as described, or the law otherwise gives you a remedy, that applies whether or not a generation has been used. Where the law gives you rights, for example if a product is not of acceptable quality or does not match its description, those rights apply regardless of this policy and take priority over it. Nothing in this policy limits any rights you may have under applicable consumer law.
What happens when we refund
This describes how BirdStory currently works when a Guide Pack purchase is refunded in full.
- Payment. We return the payment to the original payment method. It can take several business days to appear, depending on your bank or card provider.
- Guide Pack access. The access that purchase gave ends. If no other Guide Pack purchase remains, you can no longer generate new Personal or Supporter Guides, update or regenerate guides in a way that needs generation capacity, or create new Quick Reads that require a Guide Pack, unless you buy the Guide Pack again.
- Guide creations or updates. Each purchase contributes its own allowance (currently 12 for a new purchase). Any of the refunded purchase’s guide creations or updates you have not used are removed. Those you have already used stay counted.
- Other purchases and their guides. Refunding one purchase does not remove the entitlement of another Guide Pack purchase that is not refunded. Guides generated from earlier or other non-refunded purchases remain available and are unaffected.
- A refund after a guide was generated. A refund after generation applies only where the guide failed to deliver, there was a technical or product-quality problem, or you are otherwise entitled to a remedy. A refund does not by itself delete or hide a guide that has already been generated. If we regenerate a guide as the remedy, the replacement becomes the version we support going forward.
- Shared guide links. A refund does not automatically switch off share links. Links for guides that remain available keep working until you revoke them, and you can revoke a link at any time.
- Quick Reads. Quick Reads you have already created are not deleted by a refund and can still be downloaded. Creating new ones needs Guide Pack access.
- Partial refunds. A partial refund does not change your access.
- Your account. A refund does not delete your account or data. You can delete those yourself at any time.
How to ask
Contact BirdStory from the email address on your account and include your order number if you have it. You can contact us using the support/refund contact shown below. Contact: [email protected].
If possible, please contact us before raising a dispute with your bank or card provider so we have a chance to resolve the issue directly. If a payment is disputed through your payment provider, we may provide them with relevant transaction and account information when responding to the dispute.