Refund Policy
Last updated 22 May 2026
1. Summary
We want every customer to feel good about their order. Subscriptions are billed monthly, cancellable any time, and not refundable mid-period. Printed-book orders are refundable in full any time before the print job is submitted to our print partner (usually within a few minutes of payment). After that, refunds are at our discretion depending on the production stage and reason.
2. Subscriptions
Single (£5.99/month) and Family (£15.99/month) subscriptions are billed monthly via Stripe. You can cancel at any time from your account; access continues until the end of the current billing period and is not prorated. We do not offer refunds for partial months. If you cancel during a billing period and your biography becomes read-only, you can reinstate the subscription at any time to restore full editing access.
3. Printed-book orders, refund window
When you place a print order we charge your card immediately (currently £89 per book) and queue the book for production. There is a brief window (usually a few minutes, occasionally up to an hour during high-volume periods) before the print job is submitted to our print partner Lulu. During that window you can request a full refund from your account and the order will be cancelled with no questions asked. Once the print job has been submitted, the refund window closes and Section 4 applies.
4. Printed-book orders, after print submission
After your print job has been submitted to Lulu we are committed to the production cost and cannot offer an automatic refund. If something is wrong with your book, contact hello@vivlore.com within 30 days of delivery and we will assess case by case. Typical resolutions: a free reprint if the book arrived damaged in transit or with a manufacturing defect; a partial refund if the issue is cosmetic; no refund if the book is as ordered and you have simply changed your mind. Reprints are sent to the original shipping address at no charge.
5. Damaged or lost in transit
If your book arrives visibly damaged, photograph the package and contents before unpacking further, and email hello@vivlore.com within 7 days. We will arrange a free replacement. If a book does not arrive within 21 days of the expected delivery date, email us and we will investigate with Lulu's tracking and either re-ship or refund.
6. Your statutory rights
Nothing in this policy limits your rights under UK consumer law, including the Consumer Rights Act 2015. Printed books are bespoke goods produced to your order and are therefore exempt from the standard 14-day cancellation right under the Consumer Contracts Regulations once the print job has been submitted, but the refund window described in Section 3 gives you a no-questions-asked cancellation route before that point.
7. How to request a refund
For subscriptions, cancel from your account at any time. For printed-book orders within the pre-submission window, request a refund from your order page. For anything else, email hello@vivlore.com with your order reference and a brief description. We aim to respond within one business day.
Questions about a specific order? hello@vivlore.com. See also our Terms of Service and Privacy Policy.