Last updated: April 3, 2026
Our promise: We want you to be completely happy with your story. That's why we include up to 3 total recordings — your original plus 2 redos at no extra charge.
If you haven't completed your guided phone interview yet, you may request a full refund within 7 days of purchase. Email concierge@tellthatstory.com with your order details.
Once you've completed your interview, we generate a personalized story just for you. Because this is custom digital content created specifically from your conversation, we cannot offer refunds after the interview is complete.
However — we're committed to getting it right. If you're not happy with your story:
That's 3 total recordings included in every purchase.
Click the "Request redo" link in your confirmation email, or contact us at concierge@tellthatstory.com. We'll schedule a new call at your convenience.
Once the final story has been delivered to the recipient, we cannot offer refunds. This is a one-of-a-kind digital keepsake that cannot be "returned." Please use your redo opportunities before the delivery date if you have any concerns about quality.
If you experience technical issues that prevent you from completing your interview (call failures, audio quality problems, etc.), contact us immediately at concierge@tellthatstory.com. We will work with you to resolve the issue, reschedule your call, or provide a refund if we cannot deliver the service.
Payment is processed by Polar Software, Inc., our Merchant of Record. For billing questions or payment disputes, you may contact support@polar.sh. However, we encourage you to contact us first at concierge@tellthatstory.com so we can resolve any issues directly.
Questions about refunds? We're here to help.
Email: concierge@tellthatstory.com