Refund Policy
If a purchase isn’t right for your family, here’s how to ask us for help.
Last updated: October 9, 2026
When you can request a refund
You may request a refund within 14 days of purchase, provided the purchase’s first personalized experience has not been prepared or started.
After preparation or playback begins, the story is personalized digital content. Contact us if something went wrong; we review those requests individually.
How to request one
Email support@reflow.media from the address used for the purchase. Include the order number if you have it and tell us what happened. Please don’t include a child’s private details in your message.
Approved refunds are returned through Lemon Squeezy to the original payment method. Your bank or payment provider determines when the refund appears.
Your consumer rights
This policy does not limit any rights you may have under applicable consumer law.