Last updated: 21 October 2026

These terms apply when you use suspensebox.com to create or buy personalised books, cards, digital downloads or generation points. Please read them before purchasing and keep a copy with your order confirmation. Nothing in these terms takes away your statutory consumer rights.

1. Who we are

Suspense BOX is a trading name of Islay Games Ltd, a company registered in Scotland with company number SC478511. Our registered office and correspondence address is 12 Cnoc na Faire, Port Ellen, Isle of Islay, PA42 7BU, United Kingdom.

For questions, cancellation requests or problems with an order, email [email protected]. Please include your order number where available. Contact us before returning a printed item so we can provide the appropriate return instructions; this does not restrict any right you have to reject faulty goods.

2. Your account and eligibility

You must be at least 18 to open an account or place an order. Children may feature in a story, but an adult must manage the account, uploads, approvals and purchase. Give accurate account and delivery details, keep your login secure, and tell us promptly if you believe someone has accessed your account without permission.

3. What you are buying

The product description and checkout explain what is included: for example, a printed book, a personalised card, a digital file or a points pack. A preview, saved draft or PDF download does not by itself include a physical book. Printing, delivery and generation points are separate purchases unless the offer expressly includes them together.

Formats, binding, page count, paper and delivery options depend on the product selected. We use specialist providers to help generate images, produce and deliver products, but your purchase from this website is with Islay Games Ltd. We remain responsible for meeting our obligations to you.

4. Personalisation and approval

Check names, spelling, story text, photographs, illustrations, cover wording, format, page count and delivery address before approving your design and placing an order. Where print previews are provided, review the actual print files as well as the on-screen images.

Your approved design is used to prepare the ordered copy. Changes to a draft after an order is placed do not automatically change that order. Contact us immediately if you notice a mistake; alterations may be impossible once production has started.

We may ask you to correct a file or confirm a detail before printing. We will not make a material substitution without your agreement. Your approval does not waive your rights where a product is faulty, misdescribed or fails to match the agreed design.

5. Generated artwork and print appearance

Some text and images are created with AI-assisted tools. Outputs can vary, including facial likeness, clothing, background objects and continuity between scenes. Review the available results carefully. A request for a new variation may produce a different result rather than a precise edit.

Screens and printers reproduce colour differently, and trimming and binding can introduce small variations. Product descriptions and previews explain the intended result; these observations do not excuse a material defect, poor workmanship or a product that does not meet its agreed description.

6. Photographs, text and other uploads

Only upload material you are entitled to use for the requested product. Obtain any necessary permissions from copyright owners and people shown in photographs. For a child’s photograph, obtain permission from the child’s parent or legal guardian. Do not upload unlawful, abusive, exploitative or infringing material, or material intended to impersonate or harm someone.

You keep any rights you already hold in your original uploads. You give us permission to use, adapt and share that material with the providers needed to create, process, print, deliver and support your order. This permission is limited to those purposes and does not transfer ownership of your original material to us.

Rights in generated outputs depend on the original material and applicable law. We do not promise that AI-assisted output is unique or that exclusive intellectual-property rights will arise in every generated element.

7. Generation points

Points are account credits used for creation actions identified on the website, such as generating images, face swaps or new PDF exports. The applicable points cost must be shown before you authorise a chargeable action. A new variation or export may use further points even if you have previously created a similar result.

Points are not money, cannot be traded, and cannot normally be exchanged for cash. This does not affect a refund required by law. Purchasing points does not purchase a printed product unless the offer says so.

A processing action may temporarily reserve points. If it fails without supplying a usable result, the charge should be released or the points restored. Contact us if your balance appears incorrect. A completed generation that supplies the agreed result is not automatically refundable merely because you prefer another variation, but your rights concerning defective or misdescribed digital content and services remain intact.

Purchased points have no expiry unless a different period was clearly agreed when you bought them. Any promotional points may have conditions stated with the promotion. We will not retrospectively reduce the value of a completed purchase or remove paid points simply because we change future prices. If we permanently close the points service, we will arrange an appropriate refund for unused paid credit.

8. Prices, payment and order confirmation

Consumer prices are shown in pounds sterling and include applicable taxes. Delivery charges and any optional extras are shown before payment. Check the total before placing your order. An item in your basket is not a completed purchase.

Your order becomes binding when we send confirmation accepting it. If we cannot accept or fulfil an order, we will explain promptly and refund any payment taken for the part we cannot supply. We will not increase the agreed price after acceptance without your agreement.

Keep your order confirmation and a copy of the terms applicable to your purchase. We will provide the required purchase information in a form you can retain, such as email.

9. Production and delivery

Personalised products are made to order. Production and delivery estimates are provided with the available delivery options. An estimated arrival date is not a guaranteed event-date delivery unless we expressly agree that guarantee before you order.

We will deliver within the agreed timeframe. If no different delivery period has been agreed, the usual consumer requirement is delivery within 30 days of the contract. Tell us promptly about a missed delivery date; your legal rights concerning late or missing deliveries still apply.

Check your address before payment. If you later request an address change, we will explain whether it is possible and any agreed additional cost before making it. You are not responsible for a delivery problem caused by our error or that of our delivery provider.

We are responsible for the goods until they reach you, or a person you identify to receive them, subject to the legal rules if you independently appoint your own carrier. Available tracking information will be provided when supplied by the carrier. A tracking status alone does not remove your right to report a missing delivery.

10. Cancelling personalised printed products

Books and cards made to your specifications or clearly personalised are normally excluded from the standard 14-day change-of-mind cancellation right. This exception does not affect your rights if the item is faulty, not as described or otherwise fails to meet the contract.

If you change your mind, contact us promptly. We will check whether production can still be stopped. If we agree to a cancellation outside your statutory rights, we will explain any reasonable, unrecoverable costs already incurred and refund the remaining payment. We will not impose an unexplained automatic penalty.

11. Digital purchases, points and cancellation rights

Cancellation rights for downloads, digital content and services depend on what was purchased and when supply begins. Where the standard cancellation right applies, you normally have 14 days from making the contract to tell us you wish to cancel.

For digital content supplied immediately, the change-of-mind right is lost only where the law permits: supply must have started after your express consent, you must have acknowledged that starting supply loses that cancellation right, and we must provide the required confirmation. Agreeing to these terms alone does not provide that separate consent or acknowledgement.

If you expressly request a service to start during its cancellation period and then cancel, the law may permit a proportionate charge for work properly supplied. You do not automatically lose all cancellation rights merely by buying or using points. We will assess any cancellation against the actual digital content or service supplied and the permissions obtained, rather than apply a blanket “no refunds” rule.

12. Other goods and change-of-mind returns

If we sell a non-personalised item with the usual distance-selling cancellation right, tell us within 14 days after receiving it, then return it within the following 14 days. You may inspect it as you reasonably could in a shop. We may make a lawful deduction for diminished value caused by handling beyond that.

For a change-of-mind return, you pay the direct return postage unless we agreed otherwise. We refund the purchase price and the standard outbound delivery charge required by law; an upgrade to express delivery is not normally refundable beyond the standard rate. The refund is made within the legal deadline, which can allow us to wait for the goods or evidence they were sent back. This section does not apply to clearly personalised goods or reduce rights for faulty items.

13. Faulty, damaged, incorrect or missing products

Contact [email protected] with your order reference and a description of the issue. Photographs can help us resolve a print or delivery problem, but we will consider reasonable alternatives if you cannot provide them. Please report a problem promptly; we do not impose a short reporting deadline that overrides your legal rights.

Goods must be of satisfactory quality, fit for an agreed purpose and as described. For faulty goods, UK consumers generally have a short-term right to reject within 30 days, subject to the statutory rules. Repair, replacement, price reduction or refund rights may also apply later. For a valid fault claim, we cover necessary return costs rather than require you to pay for our error.

Digital content and services also carry legal protections. Depending on the problem, you may be entitled to repair or replacement of digital content, repeat performance of a service, a price reduction or another remedy required by law. We will not insist that you accept points or store credit instead of a refund to which you are legally entitled.

14. Refunds and contacting us to cancel

Where a refund is due, we will make it within the applicable legal timeframe and ordinarily use the original payment method, without a refund handling fee. The precise timing depends on the legal basis for the refund and, where relevant, the return of goods.

You can cancel by emailing a clear request; you do not have to use a particular form. If useful, send us the following:

• To: Islay Games Ltd, [email protected], or the correspondence address above.
• Your name, postal address and order reference.
• A statement that you wish to cancel, identifying the goods, digital purchase or service.
• The date ordered and, for goods, the date received.
• The date of your request and your signature if sending it on paper.

This cancellation request does not create a change-of-mind right where a lawful exception applies.

15. Privacy and saved projects

Our Privacy Notice explains how we handle photographs, personal details, orders and information shared with the providers needed to operate the service. These terms are not a substitute for that notice or for any separate permission required by data-protection law.

Keep copies of digital files you wish to retain. A saved draft is not a promise of permanent storage. We will not remove access to a paid entitlement contrary to its agreed terms or your statutory rights. Contact support before deleting an account if you need help with an outstanding order, a paid balance or a download.

16. Misuse and service interruptions

We may restrict activity that is unlawful, fraudulent or threatens the service or other users. Where reasonable, we will explain the restriction and give you an opportunity to resolve it. A restriction does not automatically forfeit unused paid credit or remove rights in a valid order.

Generation tools, networks and print providers can experience interruptions. We will take reasonable steps to resolve problems and tell you about material delays. If we cannot supply what we agreed, we will provide the remedy required by the contract and consumer law.

17. Our responsibility to you

We are responsible for foreseeable loss or damage caused by our breach of contract or failure to exercise reasonable care and skill. We do not exclude or restrict liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability or consumer remedy that the law does not allow us to exclude or restrict.

We do not avoid responsibility for our obligations merely because an image-generation, printing or delivery provider helps us fulfil an order.

18. Complaints, changes and governing law

Please raise a complaint with [email protected] so we can investigate and propose a resolution. If we cannot resolve a consumer complaint, we will provide information about an appropriate alternative dispute-resolution body and say whether we are willing or required to use it.

We may update these terms for future purchases. The version agreed when you made a purchase continues to apply to that purchase unless a change is legally required or you agree otherwise.

These terms are governed by Scots law, without depriving consumers of mandatory protections that apply where they live. You may bring a claim in the courts available to you under applicable consumer jurisdiction rules; UK consumers may normally use the courts where they live in the UK. Nothing here requires you to bring a consumer claim exclusively in Scotland.