Policy

Refunds and Delivery

Who we are

Before We Go Books is operated by [LEGAL ENTITY NAME] (ABN [ABN]). Payments are processed by Stripe. To create each book we use hosting (Vercel) and may use AI tools (for example OpenAI and ElevenLabs). Some processing may take place outside Australia.

Digital delivery

Before We Go Books is a digital product. Your personalised printable book is generated after checkout and delivered through a secure download page.

If your download fails

Email hello@beforewegobooks.au. We will help restore access, resend the download link or reissue the book where needed.

If personal details are wrong

If the book has a clear generation or delivery issue with the supplied child name, age, route or listen link, contact us within 7 days and we will review it.

Refund approach

Because the book is personalised and delivered digitally, change-of-mind refunds are not automatic once your book has been generated and delivered.

Mistakes we make: if we spell a name wrong, mix up details you supplied correctly, or a page fails to generate properly, we will fix it free of charge. If we cannot fix it, we will refund the full purchase price.

Parent-supplied details: if a spelling or itinerary detail came from the details you entered, we will make one goodwill edit on request during our early launch period, provided the book has not been printed.

Change of mind: because each book is custom-made and delivered instantly, refunds are not offered once the personalised book has been delivered unless there is a major fulfilment issue we cannot resolve.

Your rights

This policy does not limit any rights you may have under the Australian Consumer Law if a product or service does not meet the consumer guarantees.

Support email

For any order issue, email hello@beforewegobooks.au.