This page explains when you can cancel an order, when we refund what you paid, and how to file a complaint.
1. Why the 14-day withdrawal right does not apply
A tale is written for one particular person, from the names, events and materials you gave us. Such a copy cannot be offered to another customer.
For this reason the 14-day right of withdrawal under Art. 50 of the Bulgarian Consumer Protection Act does not apply — on the grounds of Art. 57(3) of that act: goods made to the consumer's order or according to their individual requirements.
For digital tales Art. 57(13) applies as well: the supply of digital content not delivered on a tangible medium, where performance has begun with the consumer's express consent.
That is the limit set by law. What follows is what we do beyond it.
2. Full refund while work has not started
For as long as we have not started writing your tale, we refund the payment in full — no reason required. An e-mail to box@flyleaf.su is enough.
Work is considered started when we have received the completed questionnaire and begun drafting the text; for printed items, when the file has been sent to print.
The refund is made by the same means the payment was received, within 14 days of receiving the request.
3. After work has started
From that point the payment is not refundable, because the author's and the artist's work has already been done.
If part of the order was not delivered — say a book was ordered with seven tales and five were written — we refund the corresponding part.
4. Print defects and loss in transit
If a printed item arrives defective (illegible or misaligned printing, torn pages, a damaged binding) or does not arrive at all, we replace it or refund the payment at your choice, including the delivery cost.
Tell us within 14 days of receiving it — or of the day it should have arrived — at box@flyleaf.su, attaching photos of the defect and of the packaging where possible.
5. Conformity of digital content
A digital tale must conform to what was agreed: the agreed length, format and content. Where it does not, you have the rights under Art. 47a–47k of the Consumer Protection Act and under the Bulgarian Act on the Supply of Digital Content and Digital Services — to request that it be brought into conformity and, if that does not happen within a reasonable time, to a price reduction or to terminate the contract.
A difference in taste — finding the ending sadder than you hoped, for instance — is not a lack of conformity. That is why we agree the plot before starting work and include one free revision of the text on your notes.
6. How to file a complaint
Complaints go to box@flyleaf.su or to the company's address: 58 Slavyanska Str., Dabovo 6178, Maglizh Municipality, Stara Zagora Region, Bulgaria.
State the order number, what is wrong and what you would like — a replacement, a correction or a refund. We reply within 14 days of receipt.
7. Disputes
If we cannot agree, the dispute may be referred to the alternative dispute resolution conciliation commissions at the Commission for Consumer Protection — 4A Slaveykov Sq., Sofia 1000, Bulgaria, tel. 0700 111 22, kzp.bg.