Refund & Cancellation Policy
Mio + Mugi and Mugify Me are operated by Wit & Folly LLC, a Washington limited liability company. Every Mugify Me order is made just for you and your cat. Your local consumer rights always come first. Nothing here takes them away.
In short
Because every Mugify Me order is made just for you, cancellations and full refunds are available before production begins. Once we've started creating your artwork, we can't offer change-of-mind refunds or creative revisions. If there's a significant mistake with your order, we'll work to make it right. This doesn't affect your rights under applicable consumer law.
At a glance
| Situation | What happens |
|---|---|
| You cancel before production begins (before we email "We're starting your Mugify Me order") | Full refund |
| Your photos can't be used and you don't send new ones within 14 days | We cancel and refund you in full |
| You change your mind after production begins | No refund, except where the law requires one (see §9) |
| We miss the 5-business-day delivery deadline | You can cancel for a full refund any time until we deliver (§5) |
| Minor artistic differences, or you'd prefer a different style, pose or look | No refund or revision (§3) |
| Significant production error on our side | One free correction; full refund if we can't fix it (§3) |
| Files missing or won't open, charged twice, or we can't accept your order | We fix it, or refund you in full |
1. Cancel for a full refund before production begins
Production begins when we email you "We're starting your Mugify Me order". We send that email once we have your payment and have confirmed your photos are usable, right before we begin creating your artwork, never after we've begun. Until then, you can cancel for any reason: email [email protected] (or reply to any of our emails) and we'll refund you in full. Sent the wrong photos or picked the wrong scene? Tell us before we start and we'll update your order for free.
2. After production begins
Once we've started creating your artwork, we can't offer change-of-mind cancellations or refunds, because the work is made only for you. Creative revisions, such as a different scene, pose, outfit or style, aren't included, and changes to your photos, scene or instructions can't be guaranteed after we've started. This is subject to §3 (significant mistakes), §5 (late delivery) and any right to cancel that your local law gives you (see §9). It never limits your rights if your files are faulty or not as described.
3. If there's a significant mistake
We review every order before sending it. We'll make one free correction if there's a significant production error on our side:
- the wrong person or cat depicted, you or your cat missing, or an extra person or animal;
- the wrong scene (not the one you chose);
- a major error in recognisable features, such as your hair colour or your cat's colour or markings being clearly wrong;
- a significantly defective or unusable illustration or animation, such as a clearly distorted face, hands or body, or a video that won't play or runs much shorter than 10 seconds;
- a missing file.
Please email us within 14 days of delivery so we can fix things quickly. This doesn't limit your legal rights if your files are faulty or not as described. We'll make the correction within 5 business days of confirming the problem. If we can't fix it, we'll refund you in full, or provide any other remedy the law requires.
Not a significant error: minor artistic differences; differences in style, face shape, expression, clothing, background or motion; small AI imperfections; requests for a different pose or look; or a change of mind.
4. Photos we can't use
If your photos can't be used, we'll ask for new ones and send one reminder. The 5 business days start when we receive usable photos. If we don't receive them within 14 days of our first request, we'll cancel your order and refund you in full.
5. Delivery time
We deliver within 5 business days after we have your payment and usable photos (Monday to Friday, Pacific Time, excluding US federal holidays). That's your delivery deadline. If we expect a delay, we'll email you. If the deadline passes without delivery, you can cancel for a full refund at any time until we deliver, even after production has begun. Telling you about a delay or an updated date doesn't move the deadline, and doesn't by itself give a right to cancel. This doesn't limit any rights you have under applicable law. Haven't received our email? Check spam, then email us and we'll re-send it.
6. Files that won't open
We'll re-send or convert them. If we can't get you working files, you'll get a full refund.
7. Duplicate charges and orders we can't accept
Charged twice? We refund the duplicate. If we decline or cancel your order (for example, the photos show someone other than you or a minor, break our Terms, or can't be made into the product), you get a full refund.
8. How refunds are paid
Refunds go back to your original payment method through Stripe, in the currency you paid. We issue them within 5 business days of your request (and no later than 14 days after you cancel). Your bank usually shows them within 5–10 business days after that. We don't charge cancellation fees. Exchange-rate differences and your bank's fees are outside our control.
Please email us before disputing a charge. We can usually fix things faster, and it doesn't affect your right to contact your card issuer.
9. Customers outside the United States
- European Union, EEA (Iceland, Liechtenstein, Norway) and United Kingdom: Mugify Me isn't currently available there (Terms §2). If an order from these regions reaches us, we'll cancel it and refund you in full.
- Brazil: if Brazilian law gives you a right to withdraw within 7 days, we'll honour it, even after production has begun. Email us within 7 days of ordering.
- Australia: you keep the consumer guarantees under the Australian Consumer Law, for example if your order isn't of acceptable quality or doesn't match its description.
- Anywhere else: if your local law gives you a right to cancel or a refund, email us and we'll apply it, even after production has begun.
Model cancellation form (complete and return it only if you wish to cancel):
To: Wit & Folly LLC (Mio + Mugi), 6947 Coal Creek Pkwy SE, Suite 326, Newcastle, WA 98059-3136, USA · [email protected]
I hereby give notice that I cancel my contract for the following digital content: Mugify Me order
Ordered on: ______ · Name: ______ · Email used for the order: ______
Date: ______ · Signature (only if sent on paper): ______
10. Contact
Email [email protected] (subject: "Mugify Me: Order Help") with the email address you ordered with and your order date. We reply within 2 business days. Mail: Wit & Folly LLC, 6947 Coal Creek Pkwy SE, Suite 326, Newcastle, WA 98059-3136, USA.
Related: Terms of Service · Privacy Policy