Refund policy

Last updated: September 10, 2026

Personalised-service policy

One Hour Story, Keepsake Story, Signature Story, and Bespoke Memoir are personalised editorial services. Bellwove reserves interview time and creates work specifically for one client, so refunds are assessed according to the stage reached rather than under a general return rule for unused standard goods. This policy does not limit any refund, cancellation, withdrawal, or remedy required by applicable law.

Before work begins

If you request cancellation before Bellwove has begun project planning, interview preparation, interviewing, transcription, writing, editing, design, or another agreed task—and before Bellwove has incurred a non-cancellable third-party cost—Bellwove will ordinarily refund the amount paid.

If work or a non-cancellable commitment has already begun, the section below applies.

After work begins

If you cancel after work begins, any refund will ordinarily be the amount paid minus:

• the reasonable value of work completed up to the cancellation date;
• interview, transcription, writing, editing, design, project-management, or preparation time already used;
• approved or unavoidable third-party costs already committed; and
• any other amount that applicable law permits Bellwove to retain for a personalised service already performed.

Bellwove will explain the project stage and the basis of the calculation. If the value of completed work and committed costs equals or exceeds the amount paid, no change-of-mind refund may be due, except where applicable law requires otherwise.

Completed or delivered digital commissions

After the agreed personalised digital work has been completed or delivered, a change of mind does not ordinarily qualify for a refund to the extent permitted by law. This does not affect remedies for a service or deliverable that is defective, materially incomplete, or materially different from what was agreed.

If a download link or file delivery fails, contact Bellwove first. Bellwove will investigate and, where appropriate, restore access, replace a corrupted file, or correct the delivery. A technical delivery problem that Bellwove can promptly remedy does not automatically require cancellation of the commission, subject to applicable law.

Interviews, rescheduling, and client delay

Contact Bellwove as early as possible to reschedule an interview. A missed interview or late cancellation may count as work performed when time was reserved and preparation was completed. Bellwove will consider the circumstances and any mandatory consumer rights before deciding whether a fee or deduction applies.

Delays caused by missing materials, approvals, or responses normally extend the schedule and do not by themselves create a right to a full refund. If the scope must change, Bellwove will discuss it before undertaking additional chargeable work.

If Bellwove cancels

If Bellwove cannot complete the agreed commission and no suitable alternative is accepted, Bellwove will refund the portion paid for work not performed and will, where appropriate and lawful, provide work already completed. This is subject to any additional remedy required by applicable law.

Included hardcovers and other physical editions

The standard Keepsake Story hardcover and its included standard shipping to supported destinations, and the included Signature Story hardcover, are part of their respective personalised commissions. The supported destinations are listed in the Shipping Policy; other destinations, remote areas, offshore islands and overseas territories require delivery confirmation before ordering. Before print production begins, any cancellation or refund is assessed under the service stages above. Payments for optional upgrades, extra copies, or separately charged delivery that have not been earned or irreversibly committed will ordinarily be refunded. Standard shipping included in the US$200 Keepsake Story price is assessed as part of that commission under the same service stages; it is not an additional shipping fee. After you approve the final proof and materials and a printer, bindery, supplier, or carrier has begun work or accepted a non-cancellable order, the committed amount may not be refundable to the extent permitted by law.

If a physical edition arrives damaged, defective, or materially different from the approved specification, contact Bellwove promptly with the order details and clear photographs. Bellwove will investigate with the supplier or carrier and provide the remedy required by the agreement and applicable law. This policy does not remove mandatory rights relating to faulty or misdescribed goods.

How to request a cancellation or refund

Use the contact details on Bellwove's Contact page or in your order confirmation. Include the purchaser's name, order number, order email, service name, and reason for the request. Do not send private interview material unless Bellwove specifically asks for it through an agreed secure method.

Approved refunds are normally returned through the original payment method where available. Bank, card-network, currency-conversion, and payment-provider processing times are outside Bellwove's control. Bellwove will not deduct an amount where doing so is prohibited by applicable law.

Nothing in this policy limits a cancellation, refund, repair, replacement, repeat performance, price reduction, or other remedy that applicable law makes mandatory.