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.BOOK CREATION AND DELIVERY ARE DIFFERENT STAGES
A VitaTale order is personalised, so the overall timeline may include: 1) collecting memories; 2) preparing the manuscript; 3) customer review; 4) professional editorial review; 5) Final Approval; 6) preparation of production files; 7) printing; 8) handover to the carrier; 9) transport.
Carrier transit time does not include the time required to create and approve the book.
2.ONE POLICY FOR FIVE MARKETS
This Policy is intended for:
- Bulgaria;
- Romania;
- Greece;
- Poland;
- Ukraine.
The actual carrier, cost and available delivery method are shown during ordering or before production handoff.
3.POSSIBLE DELIVERY METHODS
Depending on the market, delivery may include:
- delivery to a branch;
- delivery to a parcel locker;
- delivery to an address;
- another method expressly offered for the order.
If a method is not offered in the interface, VitaTale is not required to provide it for that order.
4.UKRAINE
The current Ukrainian model uses Nova Poshta.
Depending on the available configuration, the user may select:
- a branch;
- a parcel locker;
- address delivery.
The selected destination is revalidated server-side.
5.BULGARIA, ROMANIA, GREECE AND POLAND
Sales and delivery are currently offered only for Ukraine. Bulgaria, Romania, Greece and Poland are not available under this release.
Bulgaria: not currently offered; the carrier and method will be disclosed before that market opens
Romania: not currently offered; the carrier and method will be disclosed before that market opens
Greece: not currently offered; the carrier and method will be disclosed before that market opens
Poland: not currently offered; the carrier and method will be disclosed before that market opens
6.RECIPIENT INFORMATION
Delivery may require:
- name;
- phone number;
- country;
- city;
- address;
- branch;
- parcel locker;
- other information required by the selected carrier.
The Buyer must review these details carefully.
7.FRESH CONFIRMATION BEFORE PRINTING
Because creating a book can take time, VitaTale asks the Buyer to reconfirm current delivery details before production.
This reduces the risk of sending a book to an outdated destination.
8.DELIVERY COST
Where VitaTale charges delivery, the price or calculation method should be shown before the order becomes binding.
Where the recipient pays the carrier directly, that fact should be stated clearly.
9.CURRENT UKRAINIAN DELIVERY MODEL
The physical book is paid for online through VitaTale. The price of the book is not collected as cash on delivery when the shipment is received.
The recipient separately pays Nova Poshta for its delivery service under the carrier's current tariff.
For Ukrainian shipments, VitaTale records the Nova Poshta express waybill number that links the order to its delivery.
10.FUTURE DELIVERY CHANGES
If VitaTale introduces:
- free delivery;
- delivery included in the plan;
- a fixed transport fee;
- another carrier,
this Policy and the order interface must be updated before the new model is used.
11.BOOK-CREATION TIME
The overall timeline depends partly on the user and storytellers.
Delay may occur where:
- the interview is unfinished;
- participants do not respond;
- source material is not confirmed;
- the Buyer does not review the manuscript;
- Final Approval is delayed;
- delivery details are not confirmed.
12.PROFESSIONAL EDITORIAL REVIEW
Where a plan includes professional editorial work, the actual expected service window should be disclosed.
usually 2-3 business days
If it is only an estimate, it should be labelled as an estimate.
13.PRINTING TIME
Estimated printing time: usually 7-10 business days after final approval and delivery confirmation
If the printer does not guarantee the deadline, VitaTale should not present it as guaranteed.
14.TRANSIT TIMES
Estimated delivery times:
Bulgaria: not currently offered; an estimate will be disclosed before that market opens
Romania: not currently offered; an estimate will be disclosed before that market opens
Greece: not currently offered; an estimate will be disclosed before that market opens
Poland: not currently offered; an estimate will be disclosed before that market opens
Ukraine: usually 1-3 business days after dispatch, according to Nova Poshta and the destination
Actual timing depends on the carrier, destination and exceptional circumstances.
15.TRACKING
After dispatch, VitaTale provides a tracking number where one is available.
The first production version may allow an administrator to create the shipment manually and then add the tracking number to the order.
16.TRANSFER OF RISK
For consumer orders, the transfer of risk is governed by mandatory law.
For European Union consumers, where the seller selected or arranged the carrier, risk generally remains with the seller until physical possession is taken by the consumer or a person designated by the consumer, subject to applicable statutory exceptions.
For Ukraine, the relevant mandatory Ukrainian rule applies.
17.A CARRIER CHOSEN INDEPENDENTLY BY THE BUYER
If the Buyer independently hires a carrier that VitaTale did not offer, the legal rules on risk may differ.
18.DAMAGED PACKAGING
Where packaging is visibly damaged, it is useful to:
- inspect it;
- take photographs;
- keep the packaging until initial review where reasonable;
- record damage with the carrier where possible;
- contact VitaTale.
Failure to obtain a carrier report does not remove mandatory rights unless the law expressly provides otherwise.
19.DAMAGED BOOK
Contact: hello@vitatale.app
Helpful information:
- order number;
- photograph of packaging;
- photograph of damage;
- date received.
20.LOST SHIPMENT
If a shipment is lost, contact VitaTale.
Where mandatory law keeps responsibility with the seller until delivery, VitaTale:
- communicates with the carrier;
- provides the customer-facing remedy;
- does not transfer its own carrier dispute to the Buyer.
21.UNCOLLECTED SHIPMENT
If the Buyer fails without valid reason to collect a shipment and it is returned, additional actual costs may arise.
VitaTale may require those documented costs for re-delivery where:
- the cause is attributable to the Buyer;
- the costs are real and documented;
- applicable law allows recovery.
22.ADDRESS OR DESTINATION ERROR
If the Buyer notices an error, they should contact VitaTale as soon as possible.
Before dispatch, VitaTale will try to correct it.
After shipment creation, changes depend on the carrier.
23.CHANGING THE RECIPIENT
To protect the private book and order, VitaTale may require proof that the requester is authorised to manage the order.
The recipient is not changed solely on the request of an unknown third party.
24.INTERNATIONAL DELIVERY AND CUSTOMS
If a delivery route crosses a customs border, there may be:
- import taxes;
- customs charges;
- additional formalities.
Before such a route is offered, VitaTale should clearly identify who bears those charges.
25.HOLIDAYS AND EXTRAORDINARY EVENTS
Delivery may take longer because of:
- public holidays;
- war;
- road closures;
- natural disasters;
- electricity or communications disruption;
- carrier restrictions;
- other extraordinary events.
Where a known delay becomes material, VitaTale should inform the user where reasonably possible.
26.BOOKS NEEDED FOR A SPECIFIC DATE
If the book is needed for a particular event, the user should tell VitaTale before ordering.
A general estimate is not a guarantee for that event date.
A specific date is guaranteed only where VitaTale expressly confirms it.
27.INABILITY TO DELIVER
If VitaTale cannot deliver within an agreed or legally required period, the customer retains the remedies provided by applicable law.
28.DELIVERY PRIVACY
The carrier does not receive:
- interview text;
- book content;
- artificial-intelligence working material;
- the project's private history.
Only information required for delivery is provided.
29.PRINTING PARTNER
The printer receives the production files and only the operational information required for manufacturing.
The printing agreement should prohibit using a private book for:
- a portfolio;
- advertising;
- training;
- another independent purpose
without separate permission.
30.CONTACTS
Support: hello@vitatale.app
Postal address: 26 Rodopi St., floor 3, apt. 5, Central District, Plovdiv 4000, Bulgaria