There are two kinds of refund. A book can be given back to your account, which usually happens without you asking. Money can be given back to your card, which is something you ask us for and a person decides.
Books that could not be finished
A book is paid for when it starts. If it cannot be finished, or our automatic checks stop the story, whatever it used is given back automatically:
- books from this month's allowance go back into this month's allowance, which still does not roll over;
- extra books go back into your extra books, and "History" on Plan and books shows "Book refunded" with the note "The book could not be finished".
Your child sees "Nothing was used up." on the waiting screen, and we email you "We could not finish" followed by the book's title. When the book has been given back, the email says so. If we stop a book ourselves while it is being made, it is given back in the same way. When a book cannot be made explains the reasons.
The book used by "Have it read aloud" is not given back by itself. If a recording you paid for does not finish, write to us.
Books that are being checked
Sometimes one of us reads a book before it goes any further, and it shows as "Being checked". While it waits, it stays paid for rather than being given back, because it may still be let through.
If the book is let through, it carries on being made and stays paid for, which is right because you get it. If it is not, it is given back the moment that is decided, and we email you "We could not finish" followed by the title, saying so. If a book that was checked never reached your child's shelf and the number of books you have left did not go back up, write to us and a person will look at it.
Reporting a problem with your own book
If one of your books turned out wrong, you can send it to us:
- Go to Readers, then your child, then "Books", and press "Look over it" beside the book.
- Press "Something is wrong with this book".
- Write a sentence or two about what was wrong, and press "Send it to us".
That puts the book away and sends it to a person here. If they agree it should not have been delivered as it was, the book is given back to your account and stays put away. If it was paid for with extra books, History shows "Book refunded" with the note "Given back after you told us about it". Report a problem with a book has the details.
Money back to your card
There is no refund button. To ask for money back:
- Open Help in your dashboard.
- Under "Ask us something", choose "A payment, a plan or a refund" for "What is it about".
- Fill in "In a few words" and "What happened", saying which payment it is, and press "Send it".
- A person reads it and replies on the same Help page.
If you cannot sign in, write to support@taletykes.com instead.
What a refund does to books you bought
| What was refunded | What happens to the books |
|---|---|
| A pack of extra books, in full | We take back up to the number of books that pack added, from the extra books you have left. History shows "Refunded to your card". |
| A pack of extra books, in part | The books stay with you. |
| A gift that has not been used, in full | The code stops working. |
| A gift that has already been used | The books stay with the family who used it. |
| A gift, in part | The code still works. |
Books added by a gift or a code are not refundable once they have been used, as the terms say.
Plans and extra readers
- Canceling a plan does not refund the rest of the current period, because your plan runs to the end of the period you have paid for. See Cancel your plan.
- Removing an extra reader on a monthly plan refunds nothing, because the month is already paid for and its books stay. On a yearly plan, the months after this one are credited to your next bill. During the free days nothing has been charged for it. See Extra readers.
- Moving to a smaller plan credits the difference to your bill rather than to your card. See Change your plan.
For anything else about a payment, write to us from Help in your dashboard, or to support@taletykes.com if you are not signed in.