Terms & Conditions

Last updated: 2 October 2025

Welcome to CustomStories (“we”, “us”, “our”). These Terms & Conditions (“Terms”) govern your access to and use of https://www.custom-stories.com/ (the “Site”) and any services, subscriptions, digital products, or creative/AI/automation services we provide (collectively, the “Services”). By accessing or using the Site or Services, you agree to be bound by these Terms. If you do not agree, please do not use the Site or Services.

1. Definitions

User / you / your — a natural person or legal entity using the Site or purchasing or subscribing to the Services.
Account — a user account you may create to access certain Services.
Subscription — a recurring access or service plan (if applicable).
Digital Products / Services — software, AI tools, automations, creative work, consulting, or other deliverables delivered electronically.

2. Eligibility

You warrant that you are at least 18 years old (or the age of majority in your jurisdiction) and have the legal capacity to enter into a binding contract with us.

3. Use of Services & Licence

Subject to these Terms, we grant you a limited, non-exclusive, non-transferable licence to use the Services (and digital products) for your internal purposes.
You shall not (nor permit others to) misuse, reverse engineer, decompile, adapt, reproduce, distribute, sublicense, or exploit the Services except as explicitly authorised in writing by us.
You agree not to use the Services for illegal purposes or to infringe the rights of third parties.

4. Account & Security

To use certain features, you may need to register an Account. You agree to provide accurate and up-to-date information.
You are responsible for safeguarding your login credentials and any activity under your Account. Notify us immediately if you suspect unauthorised use.

5. Payment, Pricing & Subscription

Fees for Services (one-time or subscription) will be clearly displayed at checkout or in your plan.
By placing an order, you authorise us to charge your chosen payment method.
For Subscriptions (where applicable), they will automatically renew at the then-current rate unless cancelled in advance.
We reserve the right to change pricing, but will give you prior notice before any change affects your renewal.

6. Cancellation & Termination

You may cancel a subscription at any time (via your dashboard or as instructed). Cancellation takes effect at the end of the current billing cycle.
We reserve the right to suspend or terminate your access to Services (in whole or in part) for breach of these Terms, misuse, or non-payment.
Upon termination, your access to Services will cease. We may delete, archive, or retain data in accordance with our data retention policy.

7. Refunds & No Refund Policy

Our default policy is no refunds on digital products, services, or subscriptions purchased via the Site, unless otherwise expressly stated.
In exceptional cases (e.g. non-delivery, technical failure) and at our sole discretion, we may issue a refund or credit.
If a refund is granted, we may deduct any costs or prorate used services before issuing the amount.
Cancellation of subscription stops future charges but does not entitle you to a refund of past payments.
We reserve the right to terminate your access to Services immediately and without refund if you initiate a chargeback or dispute, rather than contacting us first.

8. Intellectual Property

We (or our licensors) retain all intellectual property rights in the Services, software, underlying algorithms, models, content, branding, and trademarks.
You retain rights to content, input, or data you provide, and to deliverables produced for you (once paid), subject to our licence to use that content internally to operate or improve the Services.

9. Disclaimers & Limitation of Liability

The Services are provided “as is” and “as available”, with no express or implied warranties, including fitness for a particular purpose, non-infringement, or error-free operation.
We do not warrant uninterrupted access or that the Services will meet all your requirements.
To the fullest extent permitted by law, our total liability (whether in contract, tort, or otherwise) is limited to the amount you have paid us in the preceding 12 months.
We will not be liable for any indirect, incidental, special, consequential or punitive damages, or loss of profits, loss of data, business interruption, or reputational harm.

10. Indemnification

You agree to indemnify, defend, and hold us (and our officers, directors, employees, agents, and affiliates) harmless from and against any claims, liabilities, losses, damages, costs and expenses (including legal fees) arising out of or related to (i) your breach of these Terms, (ii) your misuse of the Services, or (iii) your violation of any rights of a third party.

11. Modifications to Terms & Services

We may revise these Terms from time to time (e.g. as business evolves or legal requirements change). We will publish the revised Terms on the Site and notify you (e.g. via email). Continued use after the changes constitutes your acceptance. We also reserve the right to modify, suspend or discontinue Services (in whole or in part) at any time.

12. Third-Party Services & Links

We may depend on third-party service providers (e.g. payment processors, hosting, analytics, email platforms). We are not responsible for their performance, security, or practices. Our Site may contain links to third-party websites; we do not endorse or control these, and we are not liable for their content or practices.

13. Governing Law & Dispute Resolution

These Terms are governed by and construed in accordance with the laws of England & Wales. You agree that any dispute arising out of or relating to these Terms or the Services shall be subject to the exclusive jurisdiction of the courts of England & Wales.

14. Miscellaneous

If any provision of these Terms is held invalid or unenforceable, the remaining provisions shall remain in full force and effect.
We may assign or transfer our rights and obligations under these Terms (e.g. in connection with a merger or sale).
You may not assign your rights or obligations under these Terms without our prior written consent.

Contact Information
CustomStories
12 Union Passage, Penthouse
Bath, BA1 1RE
United Kingdom
Email: jacques@kidscustomstories.com or info@custom-stories.com

Privacy Policy

Last updated: 2 October 2025

CustomStories (“we”, “us”, “our”) is committed to protecting and respecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your personal data when you access our Site (https://www.custom-stories.com/) or use our Services. By using the Site or Services, you consent to the practices described in this policy.

1. Data Controller & Contact

We are the data controller for personal data collected via the Site and Services.
If you have any questions about this Policy or our data practices, contact us at:
Email: jacques@kidscustomstories.com or info@custom-stories.com
Address: 12 Union Passage, Penthouse, Bath, BA1 1RE, United Kingdom

2. Types of Data We Collect

We collect two broad categories of data:

a) Data you provide directly

Name
Email address
Payment and billing information (via third-party processors)
Username, password (encrypted / hashed)
Input content, submissions, project briefs, creative briefs, files
Communication, support tickets, feedback

b) Data collected automatically / via technology

IP address
Device type, operating system, browser type
Referrer URL, pages visited, clickstream / usage data
Cookies and similar tracking (see section on cookies)

3. Purposes of Processing & Legal Basis

We process your personal data for purposes including:

PurposeLegal Basis / Justification

Delivering and operating the Site and ServicesPerformance of contract / legitimate interest

Processing payments and billingPerformance of contract

Communicating with you (account updates, support)Performance of contract / legitimate interest

Improving, analysing, and optimising our ServicesLegitimate interest

Sending marketing communications (if you opt in)Your consent

Preventing fraud, security breaches, enforcing our rightsLegitimate interest / legal obligation

Complying with legal, regulatory, or tax obligationsLegal obligation

We will not use your data in ways incompatible with the original purpose, unless we have further consent or a legal basis.

4. Disclosure & Sharing of Data

We may share your personal data with:

Service providers / processors — payment gateways, hosting providers, email & messaging platforms, analytics, etc.
Affiliates / associated brands under CustomStories umbrella — if necessary to deliver integrated services.
Legal or governmental authorities — when required by law, court order, or to protect our rights or safety.
Business transfers — if we merge, acquire, or sell assets, your data may be transferred to successors (subject to confidentiality obligations).

We require that any third party to whom personal data is transferred or disclosed implement appropriate safeguards and adhere to relevant data protection laws.

5. International Transfers

Your personal data may be transferred to and stored in countries outside the UK / EEA (e.g. cloud service providers). In such cases, we will ensure adequate safeguards such as:

Adequacy decisions
Standard Contractual Clauses (SCCs)
Binding corporate rules
Encryption or pseudonymisation

6. Data Retention

We retain your personal data no longer than necessary for the purposes for which it was collected, or as required by law. Typical retention periods include:

Account and profile data: for the life of your account plus a reasonable period thereafter
Transaction and payment records: for up to 6–7 years (for tax / auditing compliance)
Usage logs, analytics: typically aggregated and/or anonymised after a period
Project files, creative deliverables: as agreed or until you request deletion

When data is no longer needed, we securely delete or anonymise it.

7. Your Rights

Under applicable data protection laws (e.g. UK GDPR), you have the following rights (subject to any limitations):

Right of access — obtain a copy of the personal data we hold about you
Right to rectification — correct inaccurate or incomplete data
Right to erasure (right to be forgotten) — request deletion in certain circumstances
Right to restrict processing — limit how we use your data
Right to data portability — receive your data in a structured, commonly used format
Right to object — object to processing (e.g. direct marketing)
Right to withdraw consent — where processing is based on consent
Right to lodge a complaint — with a supervisory authority (in the UK, the ICO)

To exercise any of these rights, contact us via the email addresses above. We will respond within applicable statutory timeframes (generally one month, which may be extended in complex cases).

8. Cookies & Tracking Technologies

We use cookies and similar technologies to operate and enhance the Site and Services. Types of cookies include:

Essential / strictly necessary cookies – required for login, account management, session handling
Analytics / performance cookies – to understand how users interact, site usage statistics
Functional cookies – to remember preferences or settings
Marketing / advertising cookies – if applicable (for external ads, tracking across sites)

You may manage or disable cookies via your browser settings or through any cookie banner / preference centre we provide. Note that disabling certain cookies may limit or disable some features of the Site.

9. Security

We implement industry-standard measures (e.g. encryption in transit, secure servers, access controls) to protect personal data. However, no system is fully impenetrable. We cannot guarantee absolute security.

If a data breach likely to cause risk to individuals arises, we will notify you and the relevant supervisory authority (e.g. ICO) within required legal timeframes (usually within 72 hours), unless law permits delay.

10. Children & Age

Our Site and Services are intended for general audiences. We do not knowingly collect personal data from children under 13 (or the applicable minimum age). If we discover we have inadvertently done so, we will delete that data promptly.

11. Changes to This Policy

We may update this Privacy Policy from time to time (e.g. to reflect changes in our operations or law). We will post the new version here with a new “Last updated” date. Continued use of the Site or Services after such changes constitutes acceptance.

Refund Policy

Last updated: 2 October 2025

These terms govern refunds and cancellation of Services or digital products purchased via https://www.custom-stories.com/ (the “Site”).

1. No Refunds (Default)

All sales of digital products, services, and subscriptions are final and non-refundable, unless explicitly stated otherwise.
Because our services and deliverables are digital and/or creative in nature, once delivered or accessed, we can’t “take them back,” so refunds are restricted.

2. Exceptional Cases & Discretionary Refunds

In very limited circumstances — for example, failure to deliver the service, systemic technical faults, or where required by law — we may, at our sole discretion, issue a full or partial refund or credit.
To request a refund, you must contact us promptly, explain the issue, and provide evidence. We will assess your request and decide whether to grant a refund.

3. Cancellation & Non-Refundable Past Charges

If you hold a subscription (for those Services that use subscription billing), you may cancel at any time. Cancellation stops future billing but does not entitle you to a refund for amounts already paid.
Upon cancellation, you retain access until the end of the current billing period.

4. Refund Method & Timing

If a refund is approved, we will refund via the original method of payment (or another method we deem appropriate).
It may take several business days (or longer depending on banking/payment processor delays) for the refunded amount to appear.
We reserve the right to deduct administrative costs, fees, or prorated usage before refunding.

5. Chargebacks & Disputes

If you initiate a chargeback or payment dispute instead of contacting us first, we reserve the right to terminate your access to Services immediately and refuse any future service.
We encourage you to reach out to us first; we will make reasonable efforts to resolve disputes amicably.

Accessibility Statement

Effective date: 2 October 2025

CustomStories is committed to ensuring that our Site (https://www.custom-stories.com/) and Services are accessible to as many people as possible, including those with disabilities. We aim to follow best practices and relevant standards, such as WCAG 2.1, where technically and reasonably feasible.

What We Are Doing

Using semantic HTML structure, headings, labels, landmarks, and ARIA roles appropriately
Providing meaningful alt text for images and non-text elements
Ensuring keyboard accessibility (users can navigate without a mouse)
Maintaining sufficient contrast ratios for text and interactive components
Testing across a variety of browsers, devices, screen sizes, and assistive technologies
Continually reviewing and improving our accessibility over time

Known Limitations & Assistance

While we strive for full accessibility, some content or features may not yet fully comply with accessibility standards. If you encounter any barrier or usability issue, please contact us. We are committed to providing you with an accessible alternative or workaround.

Contact for accessibility issues:
Email: jacques@kidscustomstories.com or info@custom-stories.com
When you write, please include:

The page or feature you were trying to access
A description of the problem or barrier
The device, browser, or assistive technology you were using

We aim to respond within 5 business days and to resolve or mitigate the issue promptly.

Compatibility & Updates

We endeavour to support modern browsers and assistive technologies. As technology evolves, compatibility may vary. We periodically assess updates and retrofits to improve accessibility.