Refunds, Cancellations and Disputes

Little Magic - a brand of Rhapta Limited

Version 1.4 | Effective 19 October 2026 | Companion to our Terms and Conditions

The short version

Any question at all: email hello@littlemagic.app. We reply within 2 business days.

Before we start work

You can cancel for any reason and get a full refund, as long as we haven't begun making your song or storybook. Just email hello@littlemagic.app as soon as you can.

Spotted a mistake? If the name is misspelled or your message came out wrong, email us straight away. If we haven't started, we simply correct it - no charge, no cancellation needed.

Once we've started work

Your songs and storybooks are made specifically for you and can't be sold to anyone else, so once production has begun we generally can't cancel or refund an order.

That's the general rule. It has real exceptions, and they're below. It is also subject to your rights under the law where you live - if your local consumer law gives you more than this page does, your local law wins. If you're in the EU or the UK, see your extra rights.

When we refund you in full

We refund the whole amount, without argument, if:

• we can't deliver your order;
• we deliver materially late and you didn't agree to a new date;
• we decline your order (see Orders we decline);
• something outside our control stops us delivering; or
• the song or storybook is faulty or not as described and we can't put it right with a revision.

The free album release you can ask for (Terms 11A) isn't part of what you pay for, so a store declining, delaying or removing it is not a reason for a refund. It isn't a delivery either: buying 24-hour delivery doesn't speed up a store release, and a late or declined store release never counts as late delivery.

If we're running late

We promise delivery within 3 business days of your order confirmation. If you bought 24-hour delivery, we promise it within 24 hours of your order confirmation instead - clock hours, every day of the year, weekends and Hong Kong public holidays included. Either way, if we're going to miss the deadline, we email you before it with a revised time and a link to cancel.

• You choose: accept the new time, or cancel for a full refund of the whole order - the 24-hour add-on included.
• If you don't reply, we cancel and refund you. We never treat silence as agreement to a delay, and you never have to chase us for that money.

If the song or storybook isn't right

You get one free revision per song or storybook if what we delivered doesn't match what you ordered - the wrong name, a language you didn't pick, a genre plainly different from the one you chose (songs), or a story, illustration style or dedication other than the one you picked or wrote (storybooks). (If you chose "You pick for me", you asked us to choose the genre, so that isn't a mismatch.)

• Ask within 14 days of delivery, by emailing hello@littlemagic.app and telling us what's wrong.
• We redo the affected song or storybook and send the corrected version within 3 business days.

A revision isn't a redesign. We can't remake a song because you'd have preferred a different melody or mood, or redraw a storybook because you'd have preferred a different look for the same style you chose, and we don't refund for that once we've offered you the revision. We will still listen, and we'll do what we reasonably can.

None of this limits your legal rights if a song or storybook is genuinely faulty or not as described.

Orders we decline

Occasionally we won't accept an order - if the words submitted break our content rules, if we can't reasonably set the name or words to music, if we suspect fraud, or if we're at capacity and couldn't meet our delivery promise. We tell you why where we can, and refund you in full within 5 business days.

If we can't meet 24-hour delivery on an order that bought it, we tell you before we start and refund the add-on in full. You can keep your order with standard delivery, or cancel the whole order for a full refund. We sometimes pause the 24-hour option when we're busy; while it's paused, we don't offer it.

How and when refunds are paid

• Refunds go back to the payment method you used, through Stripe. We can't send them anywhere else.
• We refund in the currency you paid, for the amount you paid. If exchange rates have moved since your payment, the amount arriving in your home currency may differ slightly - that's your bank's conversion, not a deduction by us.
• We issue them within 5 business days of the refund becoming due - and within 14 days for EU and UK cancellations.
• How quickly the money then shows up depends on your bank, usually a few more days.
• We never charge a fee for a refund.

If you're in the EU or the UK

You have extra rights on top of everything above.

A 14-day right to cancel. You normally have 14 days from when the contract is made to cancel a distance purchase, without giving a reason.

When it ends. Because your songs and storybooks are digital content and not supplied on a physical medium, that right ends once we begin making them - but only if you asked us to begin straight away and ticked the box acknowledging you'd lose the right by doing so. That box is separate, optional, and never pre-ticked. We record your answer and repeat it in your confirmation email so you have a copy.

Until we actually begin, you keep the full 14 days - even if you ticked that box. If you didn't tick it, you keep the right regardless.

How to cancel. Any clear statement is enough - there is no form to fill in. Email hello@littlemagic.app, or write to us at Two Harbourfront, 22 Tak Fung Street, Hung Hom, Kowloon, Hong Kong, telling us that you are cancelling and giving your order reference. Sending your message before the 14 days end is enough, even if it reaches us later.

Your refund. We refund everything you paid, by the same means you paid, without undue delay and no later than 14 days after you tell us. No fee.

Quality rights, separately. Digital content we supply must be as described, fit for its purpose and of satisfactory quality. If it isn't, you're entitled to have it put right, and to a price reduction or a refund if it can't be. Nothing on this page limits that.

Complaints

Email hello@littlemagic.app first. We reply within 2 business days, and most things are fixed in one message.

If we can't resolve it and you're in the EU, your local European Consumer Centre (eccnet.eu) gives free advice. Wherever you live, you can also bring proceedings in the courts of your own country.

Chargebacks and payment disputes

Please talk to us before you contact your bank. We'd far rather fix the problem, and a chargeback takes weeks to resolve while an email usually takes a day.

If you do raise one and it succeeds after we've delivered, your licence to use the songs and storybooks ends and we may deactivate your links. We'll always try to sort it out with you before that happens.

How this page relates to our Terms

This page restates, in plain English, sections 13, 14 and 15 of our Terms and Conditions, which is the full contract. It doesn't add anything or take anything away.

If this page and the Terms ever read differently, whichever is more favourable to you applies. And nothing in either document affects the consumer rights you have under the law where you live.

Rhapta Limited | Business Registration Number 81132587 | Two Harbourfront, 22 Tak Fung Street, Hung Hom, Kowloon, Hong Kong | hello@littlemagic.app