Refund, Cancellation and Shipping Policy
Effective date: April 29, 2026 Version: 1.0
This Refund, Cancellation and Shipping Policy applies to Qissa orders placed through our website or directly with Qissa. It is part of our Terms and Conditions.
Contact: [support email] Website: [https://qissa-tales.vercel.app]
1. Summary
Qissa is a personalized family story service. Because each project may involve onboarding, prompts, calls, transcription, translation, editing, design, printing, archive setup, and shipping, refund rights depend on the stage of the project.
Nothing in this policy limits mandatory consumer rights that apply under Pakistani law or any other applicable consumer law that cannot be excluded.
2. 30-day guarantee
If your plan includes a 30-day guarantee, you may request a refund within 30 days of your order date, subject to the exclusions below.
A refund may not be available, or may be reduced, if before your refund request:
- you approved final files for printing;
- the book has entered print production;
- the book has already been shipped;
- significant custom work has already been completed at your request;
- you purchased non-refundable add-ons that have already been fulfilled;
- the request involves misuse, fraud, chargeback abuse, or breach of our Terms.
If Qissa has not yet begun meaningful custom work and the book has not entered print production, the refund will usually be processed in full to the original payment method, excluding any charges that the payment processor or bank does not return.
3. If the storyteller declines to participate
For gift orders, Qissa will contact the storyteller for consent before collecting stories. If the storyteller declines to participate, you may choose one of the following:
- nominate another storyteller;
- convert the order into a self-led project, if available;
- receive a gift credit for a future Qissa project;
- request a refund, if the project has not materially begun.
If substantial custom work has already been completed with another approved participant or contributor, Qissa may offer a partial refund or credit instead of a full refund.
4. Cancellation before onboarding
If you cancel before onboarding has started and before Qissa has incurred material third-party or custom work costs, you may request a full refund within the 30-day guarantee period.
5. Cancellation after onboarding or story collection starts
If onboarding, prompts, calls, transcription, translation, editing, design, archive setup, or other custom work has started, Qissa may provide a partial refund or project credit based on the work completed and costs already incurred.
6. Cancellation after proof approval or print production
Once you approve the final proof or once the book enters print production, the order usually cannot be cancelled or refunded, except where:
- Qissa produced the wrong item;
- the printed book is materially defective;
- the book was damaged in transit and you report it within the required time;
- another mandatory consumer right applies.
7. Draft review and corrections
Qissa may provide drafts or proofs for review before printing. You are responsible for checking names, spellings, dates, captions, photos, layout, and story details.
Corrections requested before final approval will be handled according to your package and revision allowance. Corrections requested after proof approval or after printing may require additional charges and may not be possible for books already printed or shipped.
8. Inactive projects
Qissa projects depend on participation from the buyer, storyteller, and family contributors. If there is no meaningful response for [60/90] days despite reminders, Qissa may pause the project.
If the project remains inactive for [180] days, Qissa may close the active production workflow and retain existing materials according to the Privacy Policy. Restarting the project may require a restart fee, updated package, or new quote.
9. Global shipping
Qissa ships globally. Shipping timelines, courier options, customs requirements, print partner availability, and operational details may vary by destination.
If a courier, customs, address, or delivery issue affects your order after you place it, Qissa will contact you to offer a practical alternative delivery method, credit, replacement, digital-only option, or refund where appropriate.
10. Production and delivery timelines
Any production or delivery timeline shown on the website or in communications is an estimate, not a guaranteed delivery date, unless Qissa expressly states that a date is guaranteed in writing.
Timelines may be affected by storyteller response time, family review time, translation complexity, photo restoration, proof changes, printer capacity, courier delays, customs, weather, holidays, strikes, technical issues, or events outside Qissa's reasonable control.
11. Customs, duties, and taxes
For international shipments, customs duties, import taxes, VAT/GST, brokerage fees, and local charges may apply. Unless checkout clearly says otherwise, the recipient is responsible for import duties, taxes, customs clearance, and local delivery charges imposed by the destination country.
Qissa is not responsible for delays caused by customs, missing recipient information, customs inspections, or unpaid import charges.
12. Address accuracy and failed delivery
You are responsible for providing a complete and accurate shipping address, phone number, recipient name, and delivery instructions.
If a package is delayed, returned, lost, or delivered incorrectly because of inaccurate or incomplete information provided by you, Qissa may charge additional fees for reprinting, reshipping, or address correction.
13. Damaged, defective, or incorrect books
If your book arrives damaged, defective, or materially different from the approved proof or order, contact us at [support email] within [7] days of delivery.
Please include:
- order number;
- delivery date;
- clear photos of the packaging;
- clear photos of the damage, defect, or incorrect item;
- shipping label photo, if available.
If the issue is confirmed, Qissa may offer a replacement, repair, reprint, refund, or other appropriate solution.
14. Lost shipments
If tracking shows that a package is lost or has not moved for an unusually long time, contact us. We may work with the courier to investigate. Depending on the outcome, Qissa may offer a replacement, reshipment, refund, or claim support.
If tracking shows delivered to the correct address, Qissa may not be responsible for theft, building reception issues, family collection errors, or local delivery problems after delivery, but we will try to help where practical.
15. Digital archive and e-book access
Refunding or cancelling an order may result in suspension or deletion of related digital archive access, QR links, e-book access, or project files, subject to the Privacy Policy and legal retention requirements.
16. How refunds are processed
Approved refunds are usually issued to the original payment method. Processing time depends on the payment provider, bank, and card network. Qissa is not responsible for bank or payment processor delays.
Currency conversion differences, bank charges, card fees, and payment processor charges may not be returned by the bank or processor.
17. Contact
For refunds, cancellations, shipping issues, damaged books, or delivery questions, contact:
[Legal Entity Name] trading as Qissa Email: [support email] Order support: [hello@qissastories.com]