Refund Policy

1What this policy covers

This policy applies to everything you buy from BuildCraft Labs ("we", "us"), including our products Shaqawa, Qisasi and Lafta, and any services we provide to clients. If a product shows additional terms at checkout, those terms apply together with this policy.

2Our general rule

Everything we sell is digital. Many of our products, such as a personalised book or a character made from your child's photo, are created specifically for you, cost us money to produce the moment you order, and cannot be returned or resold.

For that reason, all purchases are final and non-refundable once the product has been delivered to you or once we have started creating it, except in the cases listed in section 3.

3When we will give a refund

We give a refund only in these cases:

1. Duplicate charge. You were charged more than once for the same order. We refund the extra charge in full.
2. Not delivered. You paid, but the product was not delivered within the time shown at checkout (or within 72 hours if no time was shown), and we still cannot deliver it within 5 business days after you contact us.
3. A fault we cannot fix. The product does not work as described because of a technical fault on our side, you reported it within 7 days, and we could not fix, replace or regenerate it within 14 days of your report. We will always try to fix the problem first.
4. Where the law requires it. See section 10.

If only part of an order was affected, we may give a partial refund for that part only.

4When we will not give a refund

We do not give refunds for any of the following:

• You changed your mind, no longer need the product, or did not use it.
• You don't like the style, artwork or wording of AI-generated or personalised content that matches the product description. Where a product offers regeneration or correction options, those are the remedy, not a refund.
• Mistakes in information you gave us, such as a misspelled name or the wrong photo. We will correct mistakes that we made at no cost.
• Problems caused by your device, internet connection or third-party apps, or by not meeting the requirements shown for the product.
• Unused time on a subscription, or a subscription you forgot to cancel (see section 5 for one exception).
• Requests made after the 7-day window.
• Accounts that were suspended or closed because they broke our terms.
• Fees charged by your bank or card issuer, including currency conversion fees.

5Subscriptions

• Subscriptions renew automatically until you cancel.
• You can cancel at any time from your account or by emailing us. Cancelling stops the next renewal; you keep access until the end of the period you have paid for.
• We do not refund the current period, unused time, or partial months.
• One-time exception: if you forgot to cancel and contact us within 48 hours of an automatic renewal, and you have not used the product since that renewal, we may refund that renewal. This is available once per customer.

6Client projects

Work we do for clients is governed by the written agreement or quote you accepted. If that agreement says something different from this policy, the agreement applies. Unless the agreement says otherwise:

• Deposits are non-refundable once work has started.
• Milestones that have been delivered and accepted are non-refundable.
• If you cancel a project, you pay for the work completed up to the date of cancellation.

7How to ask for a refund

Email support@buildcraftlabs.com with the subject "Refund request". Send it from the email address you used to pay, and include:

• Your receipt or order number
• The product and the date you paid
• What went wrong, with screenshots if something isn't working

Requests must reach us within 7 days of payment (or within 7 days of delivery, for a fault). We reply within 5 business days. Requests that are missing this information, or that come from a different email address, may take longer or be refused.

8How refunds are paid

• Approved refunds go back to the original payment method only. We do not refund in cash, as credit for another product, or to a different person or account.
• We send the refund within 5 business days of approving it. Your bank may take up to 10 more business days to show it.
• Once a refund is made, your access to the product ends, and you must stop using and delete anything that was delivered (for example, downloaded files).

9Preventing abuse

We keep this policy fair for everyone by applying these rules:

• Each customer can receive one refund per product. Duplicate charges and non-delivery are always refunded and don't count towards this limit.
• We may refuse a refund if we have good reason to believe it is being abused: for example, repeated refund requests, asking for a refund after downloading or using the product fully, giving false information, or using several accounts.
• We keep records of delivery, downloads and use, and we use them when reviewing requests.
• We may suspend or close accounts that are used to abuse refunds.

Chargebacks. Please contact us before contacting your bank; most problems can be solved faster that way. If you open a chargeback for a product that was delivered as described, we will send your bank our records of the purchase and delivery, and we may suspend your account while the dispute is open.

10Your legal rights

Nothing in this policy takes away any rights you have under the consumer protection law that applies to you. If the law gives you a right to a refund that is not listed here, we will honour it.

11Changes to this policy

We may update this policy from time to time. The version shown on this page when you made your purchase is the one that applies to that purchase.

12Contact

Questions about this policy: support@buildcraftlabs.com