Draft for legal review. This is a plain-English draft that Vyvlio’s lawyer is still reviewing, so the wording may change. Words highlighted like this are details we have not confirmed yet.
The short version
- The free call is free. There is nothing to refund, because you haven’t paid.
- Change your mind before the first interview, and we refund you in full.
- After interviews start, we refund the interviews you haven’t used.
- Love your book, or your money back: we rewrite and redesign, and if it still isn’t right, we refund you in full.
The full text below is what counts. It’s written to be read, in plain English.
On this page (8 sections)
1. The free call
The discovery call costs nothing and we don’t ask for a card. You only pay if you decide to go ahead after seeing your story plan.
2. Before your first interview
If you change your mind after paying but before your first recorded interview takes place, we refund you in full, for any reason. Just tell us.
3. After the interviews have started
If you decide to stop after one or more interviews, we refund the share of the price for the interviews that have not taken place. For example, if your package has four interviews and you stop after one, we refund three quarters of the price.
If you would like, we can still write and design a shorter book from the interviews already recorded, instead of a refund. Just ask.
4. Our money-back promise
Love your book, or your money back. If you are not happy with your book, tell us. We will rewrite and redesign until it feels right, and if it still doesn’t, we refund you in full.
How it works
- Tell us what doesn’t feel right, by email. Be as specific as you can; it helps us fix it.
- We rewrite and redesign the parts that aren’t right, and you review them again.
- If, after that, you are still not happy with your book, we refund the full price you paid.
When it applies
- It applies to every package, whether you bought it for yourself or as a gift.
- Please ask within 30 days of receiving your finished digital book.
- You don’t need to return printed copies or give any special reason. We will simply ask you to let us try to put it right first.
After a full refund, you may keep any copies you already have. We delete the recordings and files as described in our privacy policy, after offering you a copy.
5. Gifts
Refunds for a gift go to the person who paid for it, not to the recipient. If the recipient decides not to take part, you can give the gift to someone else instead, or ask for a full refund if no interview has taken place.
6. Damaged or lost printed copies
If a printed copy arrives damaged, has a printing defect, or doesn’t arrive at all, tell us within 30 days of the expected delivery date, with a photo if it is damaged. We will reprint and reship it at no cost to you.
If we made a mistake in the book itself, such as a name we misspelled even though you gave it to us correctly, we fix it and reprint the affected copies at no cost to you.
7. How to ask for a refund
Email hello@vyvlio.com from the email on your account. You don’t need a special form.
We reply within one business day. Approved refunds go back to the card you paid with, through Stripe. Most banks show the refund within 5 to 10 business days.
If something has gone wrong, please talk to us before contacting your bank. We can usually put things right faster.
8. Your legal rights
This policy adds to your rights under consumer protection law. It does not take any of them away. Our terms of service explain the rest of our agreement.
