Refund policy

Why your book has no automatic refund

Every Pet Histories book is a digital, personalized product. It is prepared individually when we receive your order, based on your dog's name and breed. It is not a generic file that can be reused for someone else.

Consumer protection law in several jurisdictions (among others, article 103.m of Directive 2011/83/EU) expressly provides that the right of withdrawal does not apply to custom-made digital content whose delivery begins with the buyer's prior express consent.

By completing your order and accepting the terms and conditions, you give that consent explicitly.

7-day review guarantee

Even though there is no automatic refund, we want you to be happy with your dog's book. That is why we offer a review guarantee under these conditions:

• You have 7 days from delivery to submit your request.
• The request must identify a specific mistake that is our fault: your dog's name misspelled, a chapter that does not match the breed you told us, an incomplete section, a design flaw, an unreadable file.
• You write to us at [email protected] explaining what mistake you found, with enough detail for us to verify it.
• We reply within a maximum of 3 business days.

If the mistake is real and verifiable:

• We remake the entire book, correcting whatever needs correcting, at no extra cost to you.
• We send you the corrected version to the same original email address.

If you disagree with the breed we identified

This case deserves its own section, because it is the one that raises the most questions.

When you upload a photo, our team determines your dog's most likely breed or mix from their visible traits. As we explain in section 2 of the terms, it is an expert estimate based on morphology, not a DNA test. It therefore has a margin of error.

We do review your book if

• You provide us with documentation pointing to another breed: a genetic test, the pedigree, the veterinary record or the breeder's report.
• You send us better photos and the identification changes with them. If the first photo was dark, blurry, partial or of a very small puppy, reviewing it is reasonable.
• We find that the identification was clearly wrong when we look at it again.

In any of those cases we remake the book with the correct breed, at no cost, within the review guarantee.

No review or refund applies if

• You simply disagree, without providing any documentation or new photo. A difference of opinion about a morphological estimate is not a verifiable mistake.
• You were expecting a DNA test or a pedigree certificate. We do not sell that and we say so clearly before you pay.

If you have doubts, write to us at [email protected] and we will look into it. We would rather review one case too many than leave you with a book that is not your dog's.

Cases covered by a full refund

We offer a full refund in the following cases, all of them down to a failure on our side:

• You did not receive the book after a reasonable period and we were unable to deliver it despite several attempts.
• The file we sent is corrupted or unreadable and we cannot replace it within 30 days of the complaint.
• We could not identify the breed from your photo and never delivered the book to you.
• The book is for the wrong breed because of a mistake on our side and we cannot send you a corrected version.
• Duplicate charge caused by our payment system.
• Charge made by mistake when you did not complete the order.

Cases not covered

No refund or review applies in the following cases:

• Change of mind after preparation of the book has begun.
• Incorrect information provided by you (your dog's name misspelled in the order, or a wrong breed that you told us). In these cases we offer you a new version for a reasonable fee that we will tell you by email.
• Disagreement with the breed identification without documentation or new photos to support it. See section 3.
• You were expecting a DNA test, a pedigree certificate or a document with official validity. We do not sell that.
• You were expecting individual veterinary advice for your dog. The book is informational content about a breed; for your dog's specific case, that is what their vet is for.
• Confusion about the digital nature of the product. Pet Histories sells digital books, delivered exclusively by email. This is clearly stated on every page of the site, during the purchase process and in section 2 of the terms. If you were expecting a physical book, printed or sent by post, no refund applies.
• Unmet expectations without a specific, verifiable defect in the product.
• Requests submitted after the 7 days from delivery.
• Cultural or linguistic differences in the way the book is written (use of "you", neutral Spanish expressions).

Refund process

When we approve a refund, we process it to the same original payment method through our payment provider.

The refund includes the full amount paid, together with VAT or other applicable taxes under your jurisdiction, where relevant.

How long it takes for the money to show up depends on your bank and your country, but it is usually 5 to 10 business days from the moment we start the refund. That banking timeframe is out of our hands.

We confirm by email when the refund is started.

Chargebacks

If you have any problem with your purchase, we ask that you write to us first at [email protected]. We resolve most cases within a few days, without having to involve your bank.

Chargebacks (forced reversals via bank or card) raised without contacting us first may be treated as bad faith, especially when the book was delivered correctly. In those cases we reserve the right to submit proof of delivery, dispute the chargeback, suspend future orders and, where appropriate, take legal action.

How to request a review or a refund