Terms of service
# Crafted Tales - Terms of Service
Version: 29 September 2026
## About these terms
These terms apply to consumer orders placed with Crafted Tales Ltd and use of our story-creation service. Please read them before ordering and keep a copy. Your statutory consumer rights are not affected. The terms supplied when your order is accepted apply to that order; later updates apply to future orders.
## 1. Who we are
Crafted Tales Ltd is a company registered in England and Wales, company number 15234805. Our registered office is 128 City Road, London, United Kingdom, EC1V 2NX. Contact us about orders, complaints or these terms at hello@crafted-tales.co.uk. We are not VAT registered.
## 2. Accounts and eligibility
You must be at least 18 to create an account or place an order. Keep your account details secure and contact us if you suspect unauthorised access. Provide accurate contact and delivery details so we can fulfil your order and communicate with you.
## 3. Our personalised-book service
You create or select characters, check their example previews, describe your story idea and choose your book format. We use AI-assisted tools to produce the story and illustrations, and our team checks and updates the book before completion. Payment is taken before the finished book is supplied. Character previews are examples, not previews of every illustration in your book. Generic basket images and sample books are not your final cover or pages.
## 4. Your photos, permissions and ideas
You must have the rights and permissions needed to submit photos, names, text and other material and to have us create and use the depicted people's likenesses for your books. For children, you must have appropriate permission from their parent or guardian. Do not submit unlawful, abusive or rights-infringing material. Upload photos of people only; describe any pets you want included in your story idea.
You retain any rights you hold in your submitted material. You give us permission to use, reproduce and adapt it, and to process it through the providers involved in delivering the service, as necessary to create, check, fulfil and support your orders and maintain characters you choose to save. This is not permission to use your personal photos or stories for unrelated marketing without separate permission.
## 5. Saved characters and source-photo retention
The original photo is needed to generate character illustrations throughout each book, not just the example preview. When you keep a character saved in your account, we retain its source photo and character details so you can reuse it in future books. Source photos for saved characters are not automatically deleted after 30 days.
You can request deletion of a saved character and its source photo by emailing hello@crafted-tales.co.uk. Tell us if you also have an unfinished order using that character so we can explain the effect of deletion and agree how to handle it. We do not treat saving a character as permission to retain personal information indefinitely after it is no longer needed. We review retention according to the purpose for which the information is held.
Deleting a reusable character does not automatically delete an existing purchased book. Finished book files are retained separately to provide access, fulfilment and support. Requests concerning personal information in existing books will be considered separately under applicable data protection law.
## 6. Processing and privacy
Source photos are held in our Bubble-hosted database and sent to temporary processing instances to create illustrations. These instances process photos for generation rather than as a permanent photo archive. Finished book files are also provided to the hosting or printing providers needed to supply your chosen format, including Heyzine for online flipbooks. Our Privacy Policy explains our handling of personal information and your rights: https://crafted-tales.co.uk/policies/privacy-policy.
## 7. Artistic interpretation and quality
Stories and illustrations involve creative interpretation. We do not promise an exact photographic likeness, an exact reproduction of a preview in every scene, or that every subjective preference will be met. Minor variations in character appearance, colour, layout and storytelling may occur. Your idea guides the book but is not necessarily reproduced word for word.
These explanations do not excuse content or products that fail to meet applicable standards of satisfactory quality, fitness for an agreed purpose or description. They do not limit our duty to exercise reasonable care and skill where applicable. A personal preference alone is not necessarily a defect, but we will consider genuine problems with the story, illustrations or physical book.
## 8. Formats and prices
The selected product description and checkout identify the format and price you are purchasing. An eBook is an online flipbook. Printed-book purchases do not include online flipbook access unless expressly stated in the offer. Prices and any delivery charges are shown before payment. Changes to future prices do not alter the price of an accepted order.
## 9. Orders and payment
Check your selected characters, idea, format, contact information and delivery address before paying. An automated receipt acknowledges your order; we accept it when we confirm acceptance or begin fulfilling it. If we cannot accept or fulfil an order, we will tell you and refund any payment for the unfulfilled order. We will not increase an agreed price without your agreement. Keep your order confirmation for reference.
## 10. Completion and delivery
We aim to complete checking and updating your book within 1-2 days after payment, provided we have the information needed to proceed. Completion means our team has finished that work. We will contact you if further information is needed or a material delay arises.
For printed orders, estimated UK delivery is 10-14 calendar days after book completion. This includes the period after completion needed for printing and delivery; it is not 10-14 days from initial payment. We will notify you when your book is ready. Please contact us before ordering if you need a book for a particular date; a requested date is not guaranteed unless we expressly agree it.
Estimates do not remove your rights concerning late delivery. If we cannot meet an agreed delivery arrangement, contact us so we can resolve the issue, including cancellation and a refund where you are entitled to them.
## 11. Optional customer review and changes
A customer review or approval stage is not included unless we expressly offer one for your order. Otherwise, following our team's checks, we may send the completed book to print without further customer approval.
If we offer a review stage, we will explain what you can review, which changes are available and the response deadline. Requests are subject to that offered scope and production requirements. We cannot accommodate requested changes after the book has been sent to print. This restriction does not affect remedies for faulty, misdescribed or otherwise non-conforming products or content.
## 12. Online flipbook access and PDFs
Purchased eBooks include at least 24 months of online flipbook access from when we notify you that the finished book is available, subject to the closure arrangements below. There is no automatic renewal charge. We may keep access available for longer, but do not promise permanent or lifetime hosting. Internet access and a compatible current web browser are required. Temporary maintenance or service interruptions may occur; please report access problems to us.
A downloadable PDF of your purchased eBook can be provided on request by emailing hello@crafted-tales.co.uk with your order details. The PDF is a static copy and does not reproduce interactive page-turning features.
If we cease trading or discontinue online hosting, online access will end. Where reasonably possible, we will give advance notice explaining when hosting will end and how to request a PDF, with a reasonable opportunity to obtain it before closure. A PDF is provided on request, not automatically. If hosting ends during the promised access period, this clause does not remove any remedy you are legally entitled to; provision of a PDF does not automatically settle such rights. Please keep your contact details current and save any PDF supplied to you.
## 13. Cancelling personalised printed orders
Our printed books are made to your specification or clearly personalised. The usual statutory change-of-mind cancellation right for distance purchases does not apply to those goods. We may consider voluntary cancellation requests case by case, taking account of production progress, but do not promise that we can stop an order. Email us promptly if you want to cancel. This does not restrict cancellation, refund or other rights arising from a fault, non-delivery or another breach of your consumer rights.
## 14. Cancelling eBook orders
For an online eBook, you normally have 14 days from the day after the contract is made to cancel without giving a reason. If you expressly consent to digital supply beginning during that period and acknowledge that you will lose the cancellation right when supply begins, that right ends when supply begins, provided the legal requirements are met. We will confirm any such consent and acknowledgement in your contract confirmation. Merely accepting these terms, creating a preview or starting background generation does not by itself provide that consent or remove your cancellation right.
To exercise a cancellation right, email hello@crafted-tales.co.uk with a clear statement that you wish to cancel and enough details to identify the order. You may use the optional form below. Where a statutory cancellation refund is due, we will return the relevant payment within 14 days of being informed, using the original payment method unless you agree otherwise, without a refund fee.
Optional cancellation form: To Crafted Tales Ltd, 128 City Road, London, EC1V 2NX; hello@crafted-tales.co.uk. I give notice that I cancel my contract for the following purchase: [description/order number]. Ordered on: [date]. Customer name: [name]. Customer address: [address]. Date: [date]. Signature: [only if submitted on paper].
## 15. Problems, failed creation and remedies
Contact hello@crafted-tales.co.uk if your book is damaged, misprinted, missing, inaccessible or otherwise does not meet the contract. Include your order details and a description; photographs can help us assess a physical problem where reasonably available. Please tell us promptly, but we do not impose a 14-day reporting deadline that removes your statutory rights.
If creation is unsuccessful, we may offer another attempt or an appropriate refund. Any offer is subject to the remedy you are legally entitled to; you do not have to accept repeated attempts in place of a refund where the law gives you that right. Physical goods, digital content and services have different statutory remedies, which may include repair, replacement, repeat performance, a price reduction or refund depending on the circumstances. Where a return is necessary for a valid fault claim, we will arrange or cover reasonable return costs. Contact us before sending anything to the registered office, which is not a designated returns address.
## 16. Delivery details and lost parcels
You are responsible for providing an accurate delivery address. Contact us promptly to correct an error. If a parcel is returned because of an incorrect address you supplied or because it was left unclaimed, we may ask you to pay reasonable additional delivery costs, explained before resending. This does not apply where the problem is our fault or remove your statutory rights. Contact us if a parcel is late or lost; where we arrange delivery, responsibility remains with us until the goods come into your physical possession or that of someone you identify to receive them, subject to applicable law.
## 17. Use of books and the service
You may read your purchased book, give a printed copy as a gift and share your supplied digital copy privately for personal, non-commercial use. Do not resell, commercially distribute or publicly publish our supplied book files without permission, except where the law allows. This does not transfer rights you hold in your own submitted material. Do not misuse the service, access other accounts or interfere with its operation. Any restriction we apply for misuse will be proportionate and will not remove your rights concerning existing purchases.
## 18. Our responsibility
We are responsible for foreseeable loss or damage caused by our breach of these terms or failure to use reasonable care and skill. We supply these products for private consumer use and do not accept liability for business losses arising from commercial use. Nothing excludes or limits liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any other liability that cannot lawfully be excluded or limited. Your statutory rights remain unaffected, including where we use third-party providers to fulfil an order.
## 19. Complaints and applicable law
Please email hello@crafted-tales.co.uk so we can investigate any complaint. These terms are governed by the law of England and Wales. This does not deprive you of mandatory consumer protections that apply where you live. You may bring proceedings in the courts available to you under applicable consumer law, including your local courts in Scotland or Northern Ireland where applicable. If a provision cannot be enforced, the remaining provisions continue to apply so far as lawful.
## 20. Related policies and contact
Our Delivery & Returns Policy provides further information: https://crafted-tales.co.uk/pages/delivery-returns. Our Privacy Policy is at https://crafted-tales.co.uk/policies/privacy-policy. Read these alongside your product description and order confirmation. No policy overrides your statutory rights. Contact Crafted Tales Ltd at hello@crafted-tales.co.uk or our registered office for questions or requests.