Refund Policy

Last updated: 10 November 2026

Every map is a personalized digital item, made for your story the moment you order. That's why our policy is built around getting your map right, not around refunds.

One round of changes, and our mistakes fixed free

Your order includes one round of changes: spellings, names, dates, a different moment or place, a different drawing, or details in a drawing. Use "I'd like some changes" on your order page, or reply to any of our emails. A round is one message with everything you'd like changed. Any mistake of ours (something we misread or got wrong) we fix free, at any time, and it doesn't count as your round. Further changes are at our discretion.

When we refund in full

• You cancel before your first draft. Write to hello@theredthread.store before we send your first draft, and we refund you in full.
• We're late. If your first draft hasn't arrived within 7 days of payment and you'd rather not wait, we refund you in full.
• We made a mistake we can't fix. If something is wrong because of us (we got your details wrong, or the files don't work) and we can't fix it after you've told us, we refund you in full.
• We can't make your map, or we cancel your order, for any reason. Full refund.

Refunds go to the card you paid with, through Stripe, within 2 business days of our reply. Your bank may take 5–10 days to show it.

When we don't refund

• Change of mind, taste or plans after we've sent your first draft. We'll keep changing the map to get it right instead (see above).
• After you approve your map. Approving makes the order final and sends your final files. We still fix any mistake of ours, for free.
• Details you gave us. A misspelled name or a wrong year you typed is fixed free before you approve. After approval, we fix it at our discretion.
• Printing, framing or shipping from a print shop you used: those are between you and them.

Before you dispute a charge

Please write to us first: we answer within 2 business days, and almost everything can be fixed. If a charge for a map you received and approved is disputed with your bank, we'll share our records (your story, the drafts, your messages and your approval) with them.

Contact: hello@theredthread.store · The Red Thread is a service of q2o, Inc., 2035 Sunset Lake Road, Suite B-2, Newark, DE 19702, USA.