Refund policy
Personalised digital movies
Tottelo movies are personalised digital content delivered by email. There is nothing to send back. To ask for a change, a cancellation or a refund, email hello@tottelo.co with your order number and what you would like.
30-day happiness guarantee
Please watch your movie when you receive it. If your child doesn't love it, if it doesn't look like them, or if the file is missing, faulty or not as described, write to us within 30 days of delivery and we will remake it or refund you. This guarantee is in addition to your rights under the Australian Consumer Law.
Your rights under the Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
- to cancel your service contract with us; and
- to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
Change of mind
Each movie is made to order for your child. If you change your mind before we have started making your movie, email hello@tottelo.co as soon as you can and we will cancel the order and refund you. Once your movie has been made, the 30-day happiness guarantee above applies.
Refunds
We confirm the outcome of every request by email. Refunds go back to your original payment method, with no fee. We send approved refunds within 14 days of confirming them. Your bank may take a few extra days to show the money.
Your legal rights
Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law, including your right to a remedy if digital content is faulty or not as described.