Terms, refunds and privacy

Who we are

Chapter & Frame is a small studio based in Portugal, making illustrated story-portraits to order. You can reach a person at [email protected] — that address is read, not a black hole.

What you're buying

A made-to-order digital story-portrait. No physical item is shipped.

After you order, we send you a private link to a guided conversation in your browser — around ten minutes, no call and no account. You'll see your piece within 48 hours of finishing that conversation. When you choose the version you want, the clean, print-quality file unlocks straight away — there is no second wait after you decide.

What you receive is one high-resolution file, print-quality at any size up to A2. Printing is yours to arrange, wherever you like.

You'll need photos you have permission to use of the person portrayed.

Price and VAT

The digital story-portrait is €48. That is the whole price, VAT included — the number you agree to at checkout is the number you pay, with nothing added at the end.

One price for everyone, wherever you are. We don't show different prices in different countries.

Refunds

We offer a full refund at two points:

1. Before production — after you've reviewed the brief we wrote from your conversation, and before we create anything.
2. After production, before delivery — when you've seen the finished piece and, after one revision, it still isn't right.

The first one is self-serve: you don't have to ask anybody or wait on a reply. There is no non-refundable fee at either point.

While you're deciding, the versions you review are watermarked and at reduced resolution. We'd rather tell you that here than have you discover it and wonder what else we left out.

Once you accept your piece and download the final file, the sale is complete and refunds are no longer available — at that point you have received exactly what you approved.

Right of withdrawal (EU)

Each portrait is personalized to one person and delivered digitally, so the statutory 14-day right of withdrawal does not apply once we begin creating it. You agree to this at checkout, before you pay and before any work starts, and we keep a record of the exact wording you agreed to.

Before production begins you can still stop and get your money back — see Refunds above. The right you're waiving is the statutory one; the refund we offer you is broader.

Your photos and data

We use the photos and information you share only to create your portrait. We never sell them and we never share them.

Your photos and your conversation with us are deleted about 30 days after your portrait is delivered. We keep only a minimal order record, and the email address your order came with — which the same clean-up removes. If an order is started and never finished, it expires on its own.

By ordering, you confirm you have permission to use the photos and stories of the person portrayed.

You can ask us to delete your data at any time — just write to us. The data controller is Chapter & Frame (Portugal), reachable at [email protected].

How the artwork is made

Your piece is created with the help of AI image generation, directed by us. You tell us the story in the guided interview; we turn what you said into a detailed brief, and that brief is what drives the image. Then a person looks at what came out and decides whether it's good enough to send you. Most first attempts aren't.

We say this plainly because it's the honest description. The example images on our site show fictional people, not customers.