Refund Policy

1. Scope

This policy applies to paid personalised digital-card orders placed through KindFinch checkout.

2. How to request help

Contact us promptly using the order email address and include the Stripe receipt or order reference, a description of the issue and any helpful screenshot. Do not send full payment-card details.

3. Before supply begins

If you ask to cancel before KindFinch starts creating or supplying the digital card, we will normally cancel and refund the order, unless processing has already irreversibly begun with your valid agreement.

4. Immediate digital delivery

Where you request immediate supply of digital content during a statutory cancellation period, checkout will ask for express consent to begin supply and acknowledgement that the cancellation right is lost once supply begins. Without the legally required consent and acknowledgement, we will not treat the cancellation right as lost.

5. Change-of-mind requests after delivery

Because this personalised digital card is generated immediately after payment, change-of-mind refunds are generally unavailable once generation begins with your valid consent. This does not affect your rights if the card is faulty, misdescribed, duplicated or not delivered.

6. When we will correct, replace or refund

Please contact us where:

• the card was not delivered because of our technical error;
• the delivered card materially differs from the confirmed preview or order;
• we inserted personalisation incorrectly despite receiving correct information;
• you were charged twice for the same order;
• the digital content is faulty or does not meet mandatory consumer-law standards.

Depending on the circumstances and the law, we may resend, correct, replace or refund the card.

7. Errors in information supplied by the buyer

We are not generally required to refund a correctly produced card where the buyer entered the wrong name, message, email address or phone number. Where possible, we may offer a correction or resend as a gesture of goodwill.

8. Delivery through third-party platforms

A card is normally treated as delivered when the verified post-payment download is made available in the buyer's browser. If support later provides an email, download link or another redelivery method, delivery may also be completed through that route. Browser, internet or recipient-side problems do not automatically make the order refundable, but we will reasonably help with redelivery.

9. Contact details for a request

Email info@kindfinch.com with the order number, buyer email address, a description of the problem and any helpful screenshot. Do not send full payment-card details.

10. Refund method and timing

Approved refunds will normally be returned to the original payment method. Bank and payment-provider processing times may apply. We will provide any refund within the period required by applicable law.

11. Statutory rights

This policy does not limit rights that cannot be excluded under applicable consumer law.