Paw & Story — Refund & Cancellation Policy

Version 2.0 — Effective: 2026-07-20

1. Who this covers

This policy applies to purchases made on Paw & Story, operated by Egységmester Kft. (registered seat 2330 Dunaharaszti, Gyóni Géza köz 8., Hungary; company reg. no. 13-09-162959, registry court: Budapest Környéki Törvényszék Cégbírósága; EU VAT HU24291608; represented by Antal Mátyás). Paw & Story is a digital-only service: we create a personalized tribute film, a memorial book PDF, and a memorial page for your pet. No physical goods are ever shipped.

2. Our satisfaction guarantee — 14 days, remake or full refund

If your tribute doesn't feel right, tell us within 14 days of your purchase and we will remake it or refund you in full — your choice. You do not have to prove that anything is broken or defective. “It isn't how I remember her” is reason enough.

This is a voluntary commercial guarantee that we give you and that is binding on us. It is not the statutory right of withdrawal described in Section 3 — it is a separate, additional promise that sits on top of your legal rights and takes nothing away from them. Unlike the statutory right, it still applies after your tribute has been created and delivered. This is what backs the “full refund within 14 days” promise you see elsewhere on our site.

The details, so there are no surprises: the 14 days run from the date of your purchase. Ask us to remake it and we will, at no charge, working with you on what to change. Ask for the money instead and you receive the full amount you paid, to your original payment method. There is one limit: the guarantee covers one remake-or-refund per purchase.

3. Your statutory 14-day right of withdrawal, and why it ends at checkout

Under the EU Consumer Rights Directive (2011/83/EU) a consumer normally has 14 days to withdraw from a distance purchase without giving any reason. For digital content that is not supplied on a physical medium, that right ends once performance has begun, if you asked for it to begin and acknowledged the consequence (Art. 16(m)).

We want to be straight with you about how that works here. Creating your tribute starts automatically within seconds of your payment — that is the whole point of the service. At checkout you are therefore asked to expressly request that we start immediately and to confirm that you understand you thereby lose your statutory right of withdrawal. In practice this means the statutory right ends immediately after checkout. There is no later window in which we have not yet begun, and it would be misleading for us to suggest otherwise.

That is precisely why we give the guarantee in Section 2. It is designed to be at least as generous as the statutory right it replaces: same 14 days, no reason required, full refund — and it survives delivery, which the statutory right does not.

4. Your statutory rights if something is defective

Separately from both of the above, if the digital content we supply is faulty or not as described, you keep your statutory conformity rights under Directive (EU) 2019/770 — repair, replacement, price reduction, or termination as the law provides. Nothing in this policy limits those rights, or any mandatory consumer-protection right you hold in your country of residence.

5. If something goes wrong on our side (technical failure)

If we cannot deliver your tribute for a technical reason on our side, you receive a full refund without needing to invoke anything above. We are pet lovers first, and we would always rather try to make it right if you encounter a problem.

6. How to claim

Email us at hello@pawandstory.com with your order email and your pet's name, and tell us whether you would like a remake or a refund. We respond within a few days and issue all eligible refunds within 14 days to your original payment method. You do not need to use any particular form of words; if you prefer, the model withdrawal form is set out in Section 5.5 of our Terms of Service.

7. Payments & VAT

Payments are processed through Stripe Managed Payments. The seller and merchant of record for your purchase is Sold through Link, LLC (a Stripe company), which concludes the sale, charges you, issues your invoice or receipt, and determines and remits any applicable VAT/sales tax. Stripe Payments Europe, Ltd. acts as the payment processor. All refunds are issued through Stripe directly back to your original payment method.

8. Questions and out-of-court dispute resolution

If you have any questions about refunds or cancellations, please contact us at hello@pawandstory.com and we will be happy to help.

If we cannot resolve a complaint between us, EU consumers may turn to a national alternative dispute resolution body under Directive 2013/11/EU. In Hungary the competent body is the Pest Megyei Békéltető Testület, 1055 Budapest, Balassi Bálint u. 25.; consumers in other Member States may use the ADR entity competent in their own country.