CURRENT RELEASE: This version applies to orders offered for delivery in Ukraine. Translations and references to other markets do not mean that sales are open there.
1.CORE PRINCIPLE
A VitaTale order is one individually created printed biography book. The interview, source processing, writing, editing, design, and print preparation are stages of producing that book.
Mandatory consumer rights under the law applicable to the order always prevail over this voluntary cancellation policy.
2.ONE POLICY FOR FIVE MARKETS
This Policy is intended for:
- Bulgaria;
- Romania;
- Greece;
- Poland;
- Ukraine.
If mandatory law in a particular country gives the consumer stronger rights, that law prevails.
3.EUROPEAN UNION MARKETS
For Bulgaria, Romania, Greece and Poland, European Union distance-contract rules apply.
Many distance contracts carry a 14-day withdrawal right without giving a reason.
The law also provides exceptions.
4.PERSONALISED BOOKS
A physical VitaTale book is created from:
- unique memories;
- names;
- photographs;
- selected text;
- individual design choices;
- the configuration of the specific order.
It is therefore a clearly personalised product.
In European Union markets, the ordinary right to return a conforming product simply because the consumer changed their mind may not apply to this type of personalised good.
5.UKRAINE
For Ukrainian consumers, mandatory Ukrainian law in force on the date of the contract applies.
Individually manufactured goods may be subject to special rules.
VitaTale does not use European Union law to reduce mandatory Ukrainian rights.
6.CHANGE OF MIND IS DIFFERENT FROM A DEFECT
Personalisation does not allow VitaTale to refuse responsibility for:
- manufacturing defects;
- damage for which the seller is responsible;
- printing the wrong approved version;
- material non-conformity;
- another defect covered by mandatory law.
A change-of-mind request and a defect complaint are different legal situations.
7.STAGES OF PERSONALISED MANUFACTURE
The interview, material processing, structure and text preparation, editing, design, layout, work with photographs and review are stages in performing the personalised printed book order.
These stages are not sold separately. The buyer may cancel before submitting the first material in accordance with this Policy; the start of individual work is recorded as evidence.
8.EXPRESS REQUEST TO START EARLY
The request should be:
- separate;
- clear;
- not pre-selected;
- provable;
- linked to a specific legal version.
Where the law requires acknowledgement of the consequences of full performance, VitaTale should obtain that acknowledgement separately.
9.ON-SCREEN PREVIEW AND PRODUCTION FILES
The on-screen preview exists only to review and approve the book before printing and is not separately purchased digital content.
Print-ready PDF and other production files are internal artifacts used to manufacture the physical book and are not sold as a separate product.
10.CANCELLATION BEFORE PERSONALISED WORK STARTS
VitaTale voluntarily offers a clear full-refund period after payment and before personalised creation starts.
- the first interview answer has not been submitted;
- no photograph has completed verification;
- no additional storyteller has accepted an invitation,
the Buyer may cancel for a full refund of the relevant payment.
Personalised creation starts when the first of those objective events is recorded. Opening the project or interview without submitting material does not start the work. Mandatory consumer rights continue to apply.
11.CANCELLATION AFTER WORK HAS STARTED
After personalised creation starts, VitaTale does not offer voluntary cancellation solely because the Buyer changed their mind. The book is produced individually from the submitted material.
This rule does not limit any mandatory withdrawal, defect, non-conformity, non-performance, price-reduction, termination, or refund right provided by applicable law.
VitaTale does not impose an arbitrary cancellation penalty. Every request based on a legally protected reason is assessed separately.
12.PAYMENT FOR WORK ALREADY PERFORMED
Where applicable law permits VitaTale to charge for a proportion of service already performed, only the amount permitted by law may be retained.
It must not operate as a disguised penalty.
13.AFTER FINAL APPROVAL BUT BEFORE PRINTING
After Final Approval, VitaTale does not offer voluntary cancellation solely because the Buyer changed their mind.
If a request concerns a mandatory legal remedy and printing has not started, VitaTale will also try, where reasonably possible, to stop production while the request is reviewed.
14.AFTER PRINTING HAS STARTED
After manufacturing of the personalised book begins, voluntary cancellation of a conforming book because of a change of mind is not offered.
Rights relating to defects, non-conformity, non-performance, and other mandatory remedies remain fully protected.
15.HOW TO REQUEST CANCELLATION
Contact: hello@vitatale.app
Provide:
- order number;
- buyer email;
- an unambiguous request to cancel.
Where law permits withdrawal without a reason, no reason is required.
16.MODEL WITHDRAWAL NOTICE
To: БИЗАР АДВЕНЧЪР ЕООД (BIZARRE ADVENTURE LTD.)
I hereby give notice that I withdraw from my distance contract.
Order number: Order date: Name: Email: Date:
Use of this exact form is not mandatory where the law accepts another clear statement.
17.REFUND DEADLINE
Where VitaTale is legally required to refund money, the refund is processed within the time required by applicable law.
VitaTale does not set a longer deadline where doing so would reduce a mandatory consumer right.
18.REFUND METHOD
As a general rule, funds are returned through the original payment channel unless applicable law or a valid agreement permits otherwise.
Current operational model:
- the refund is initiated through Stripe;
- VitaTale receives provider confirmation;
- the refund is linked to the relevant payment transaction.
19.PARTIAL REFUNDS
A partial refund may be appropriate where:
- the law permits proportionate payment for work already performed;
- the parties agree a price reduction;
- a separate add-on is refunded;
- the selected legal remedy requires a partial refund.
20.ADDITIONAL PAYMENTS
Payments for:
- plan upgrades;
- additional copies;
- additional storyteller seats
are separate payment events.
A refund should be reconciled against the payment it actually relates to.
21.MANUFACTURING DEFECTS
Examples may include:
- missing pages;
- pages in the wrong order;
- materially unreadable printing;
- serious binding damage;
- printing the wrong file;
- using the wrong cover;
- material divergence from the approved layout.
22.NORMAL PRINTING VARIATIONS
Small normal production differences in:
- colour;
- trimming;
- spine thickness;
- element positioning
may not constitute a defect where they remain within reasonable professional printing tolerances.
This does not cover serious manufacturing faults.
23.AN ERROR ALREADY PRESENT IN THE APPROVED MANUSCRIPT
If the Buyer approved a version containing a visible text error and the printed book accurately reproduces that version, the issue will generally not be a printing defect.
VitaTale may voluntarily offer:
- a discounted corrected reprint;
- a corrected additional copy;
- another goodwill solution.
This does not remove mandatory rights if the particular issue is legally attributable to VitaTale.
24.AN ERROR INTRODUCED AFTER APPROVAL
If the Buyer approved the correct version but VitaTale or the production process later used a different file, the result may constitute non-conformity.
25.ARTIFICIAL-INTELLIGENCE ERROR
An artificial-intelligence draft may contain mistakes.
If an error is corrected before Final Approval, it is not a defect in the final product.
If a serious error survives because VitaTale failed to follow an expressly promised process and the customer could not reasonably detect it, the situation should be assessed on its facts.
26.DAMAGE DURING DELIVERY
If the book arrives damaged:
- photograph the packaging where possible;
- photograph the damage;
- retain packaging until the initial response where reasonable;
- contact VitaTale.
Photographs help investigation but do not replace mandatory consumer rights.
27.LOST SHIPMENTS
Where VitaTale arranged the carrier and applicable law keeps the risk with the seller until receipt, VitaTale handles the carrier issue and provides the consumer with the remedy required by law.
28.INCORRECT CUSTOMER INFORMATION
If re-delivery is required solely because of:
- an incorrect phone number;
- an incorrect address;
- a wrong branch or parcel locker;
- an unjustified failure to collect the shipment,
VitaTale may require documented additional costs where permitted by law.
29.LEGAL CONFORMITY RIGHTS IN THE EUROPEAN UNION
New consumer goods in the European Union are covered by at least a two-year legal conformity period, while national law may provide stronger protection.
Where the product does not conform to the contract, the consumer has the remedies provided by applicable law.
30.STANDARDISED EUROPEAN UNION LEGAL GUARANTEE NOTICE
From 27 September 2026, a harmonised legal guarantee notice applies to relevant consumer goods sales in the European Union.
Before sales continue after that date, VitaTale should implement the current official notice where required for Bulgaria, Romania, Greece and Poland.
31.MAKING A COMPLAINT
Contact: hello@vitatale.app
Helpful information includes:
- order number;
- date received;
- description of the problem;
- requested resolution;
- photographs where available.
32.POSSIBLE REMEDIES
Depending on the applicable law and the problem, remedies may include:
- correction;
- reprinting;
- replacement;
- price reduction;
- termination of the contract;
- full or partial refund.
VitaTale applies the order and conditions of remedies required by the relevant market's mandatory law.
33.FRAUDULENT CLAIMS
VitaTale may reasonably verify whether a claim is genuine.
Verification must not be used to create artificial barriers to lawful consumer rights.
34.PAYMENT DISPUTES
If the customer disputes a payment through a bank or payment provider, VitaTale may provide the minimum relevant evidence concerning:
- the order;
- amount;
- accepted terms;
- performance status;
- delivery;
- legally significant approvals.
Private book content should not be disclosed unless genuinely necessary for the dispute.
35.AFFILIATE COMMISSION
A consumer refund is not reduced because an affiliate was connected to the order.
A confirmed refund of the original qualifying payment may separately adjust the affiliate commission under the Affiliate Program Terms.
36.DISPUTE RESOLUTION
If the matter is not resolved directly, the consumer retains the right to use:
- competent courts;
- consumer-protection authorities;
- applicable alternative dispute-resolution mechanisms.
The former European Union Online Dispute Resolution platform is not presented as an active mechanism.
37.CONTACTS
Support: hello@vitatale.app
Legal: hello@vitatale.app
Complaints address: 26 Rodopi St., floor 3, apt. 5, Central District, Plovdiv 4000, Bulgaria