Before work starts
Consumers normally have 14 days to cancel a distance contract. Keroo's paid service creates personalised digital content. At checkout, we ask for your express request to begin during that period and your acknowledgement that, once the digital design has been supplied, the statutory right to cancel that digital-content order is lost.
If you have paid but generation has not started, contact hello@keroo.co.uk immediately. If we can stop the order before work begins, we will cancel and refund it.
After delivery
A change of mind does not create a cancellation right after the personalised digital design has been supplied following your express request and acknowledgement. This does not affect your legal remedies if the service is faulty, misdescribed or not provided with reasonable care and skill.
The Keroo Promise
If the result has missed your brief, use the support option on your private result page or email us. We will review the original brief and your feedback. Depending on the issue, we may provide one replacement design at no charge or approve a refund. Once a replacement or refund has been granted for an order, that remedy cannot be claimed again for the same order.
Approved refunds
Refunds are returned to the original payment method through Stripe. We email you when Keroo approves the refund. Banks and payment providers control the final posting time; it commonly takes several business days and may take longer depending on the provider.
How to contact us
Email hello@keroo.co.uk with the email address used for the order, a short description of the issue and, where useful, a screenshot. We will never ask you to send full card details.