Customer Service Policy

Last updated: August 24, 2026

This Customer Service Policy explains how BookCoversLab (“BookCoversLab”, “we”, “us”, or “our”) handles customer questions, delivery issues, technical problems, and refund requests.

How to contact us

• Email: support@bookcoverslab.com
• Website: use the Contact page

For payment or delivery questions, please include the account email, order ID, payment provider, and—when applicable—the PayPal transaction ID or the Stripe/Creem payment reference. Do not send complete card numbers, passwords, or other sensitive authentication information.

Support scope

Our support team can help with:

• payment confirmation and missing entitlements;
• access to purchased cover packages, AI credits, and export credits;
• failed, interrupted, or incorrect digital exports;
• account and billing questions;
• refund requests under the Refund Policy; and
• explaining product limits, supported formats, and third-party platform requirements.

We cannot control Amazon KDP, IngramSpark, payment providers, internet service providers, or other third parties. We can explain the relevant BookCoversLab workflow and investigate issues within our service, but third-party decisions and outages may require the third party’s support process.

Response and resolution

We aim to acknowledge support requests within two business days. We may ask for screenshots, error messages, order details, or a reproducible description so that we can investigate safely.

For a service or delivery problem, we will first try to restore access, re-run the affected operation, or provide a corrected deliverable when that is technically possible. If a material paid-service failure cannot be corrected, we will review the request under the Refund Policy.

Requests are handled in the order received, with payment, access, and security issues prioritized. We do not ask customers to share passwords or full payment-card details.

Payment and service periods

PayPal checkout currently supports one-time payments and does not automatically renew. Any recurring plan offered through Stripe or Creem shows its monthly or yearly billing interval before checkout. One-time digital purchases are available after successful payment confirmation; purchased credits and export entitlements generally remain available until used unless the applicable checkout or offer states an expiration date.

Policy updates

We may update this policy when our products, support channels, payment providers, or legal obligations change. The latest version is posted on this page.