How orders work here

The short version

• Everything is custom-made to the details you approve.
• Production starts after payment.
• Custom items usually can't be returned or restocked.
• If we make a mistake, we'll work to make it right.

Who these policies cover

These policies cover direct orders arranged through Kayem.co, like when we quote a custom project by email and send you a payment link. Purchases made on Etsy follow Etsy's own policies and checkout flow. Anything you buy there is covered by Etsy's terms.

Custom order requests

Submitting our custom order form is a request, not a purchase. It just starts the conversation. You don't owe anything until your details are confirmed and you've made a payment.

Proofs and approvals

For personalized orders we'll usually send a digital proof or preview before making your item. Please check it carefully: spelling, names, links, the QR destination, and logo or design placement. We make exactly what you approve. Production starts once you approve the proof or confirm your details, depending on the order.

If you need a change after approving, tell us as fast as you can. If production hasn't started, we'll simply update it. If it has, changes may add time or cost. And if we ever make something that doesn't match the proof you approved, that's on us, and we'll make it right.

Your links, text, logos, and uploaded files

Please double-check the names, text, links, and QR destinations you send us. Once they're approved, that's what we make, and we can't catch a typo we don't know about.

Uploaded logos, QR codes, photos, and design files are used only to complete the project you requested. You keep ownership of your own logo, artwork, and brand materials. Kayem.co does not sell your uploaded files or reuse them for other customers. We may occasionally share photos of finished products as examples or on social media, but we'll avoid showing sensitive information when possible, and you can always ask us not to share your order publicly.

Payment links and invoices

After your details or proof are confirmed, we may send a secure payment link or invoice through Square, Stripe, Etsy, or another payment provider. Prices are always confirmed with you before payment, so there are no surprise charges. Production starts once payment clears.

Production time

Most single-item orders are made and shipped within 3–7 business days after your details or proof are approved. Bulk and heavily custom orders may take longer, and we'll give you an estimate before payment. If we're waiting on your reply, link, logo, or proof approval, the timeline pauses.

Shipping

Once your order is handed to the carrier, shipping times are the carrier's estimates rather than guarantees. We provide tracking when available. Direct-payment orders ship after payment clears, and bulk or heavily custom orders may need extra time.

Cancellations

• Before work starts: usually a full refund.
• After design or proof work starts: the refund may be reduced for work already completed.
• After proof approval or production starts: cancellation and refunds may be limited, because your item is custom-made.
• After production is complete: custom products generally can't be cancelled.

Refunds and custom products

Custom items are made specifically for you, so they generally aren't returnable. If an item arrives defective or doesn't match the proof you approved, we'll work to fix or remake it. If the approved details themselves were wrong (a misspelled name or an outdated logo, for example), that's not normally refundable. Even then, we may offer a discounted remake, because we'd rather you end up with something you love.

Defects and remakes

If something arrives damaged or defective, email us. We may ask for a photo or two so we can see what happened. We fix our own mistakes, and we handle damage and defect issues reasonably, case by case.

Link updates and hosted pages

When your keychain or card points to a link we host or forward, we can usually change where it goes for free. Just ask. A QR code printed with a fixed, direct link can't be changed after production unless it was set up through a hosted or forwarded link. Hosted pages and link forwarding are support services we provide alongside your product, and they may evolve over time.

Tag Service Terms

Version tag-terms-v1

These terms apply to the Kayem backpack tag service: a tag you attach to a backpack, a public page someone reaches by scanning it, and the private notification we send you when they use that page.

1. Who may set up a tag

You may set up and hold a tag only if you are 18 years of age or older and you are authorized to make decisions about the backpack the tag is attached to and about the person who carries it. Accepting these terms is your statement that both are true.

• Accounts are held only by people aged 18 or older. A child should not hold the account, the sign-in email, or the claim code.
• If you set up a tag for a child or another person in your care, you are responsible for that decision and for what you choose to enter.
• Each tag is held by one account, and a claim code can be used once.

2. What the service does

The service helps a lost backpack get back to the person it belongs to. Someone who finds it scans the tag, reaches a page that says nothing about you, and can send you a short private message.

The service is offered for backpacks and similar bags. We may later offer it for other items, such as luggage. If we do, we will say so here before it applies, and nothing in these terms promises that it will be offered for any particular item.

A name printed on the physical tag is part of the tag you ordered. It is not placed on the tag's public page, and the service does not publish it anywhere online.

3. What the service is not

Please read this section carefully, and do not rely on the service for any of the following, because it does not do them.

• It is not a tracking or GPS service. The tag contains no GPS and no radio beacon. It cannot tell you where a backpack or a person is.
• It is not a child-location service. Nothing in it reports a person's whereabouts to you.
• It is not an emergency service. It does not contact police, schools, medical services, or anyone else. If someone is missing or in danger, contact your local emergency services rather than waiting for a notification.
• It is not a medical-ID service. Do not use a tag to carry medical conditions, allergies, medication, or other health information.
• It does not guarantee recovery. Nothing obliges a finder to scan a tag or to send a message, and no message, notification, or return of an item is guaranteed.

4. Your account and your tags

You sign in with a one-time code sent to your email address. Accounts are prepared before a tag ships, so the sign-in page does not create new accounts.

• You can give each tag a private label so you can tell your tags apart. The label appears in your account and in the notifications we send you. It is not shown on the public page.
• A tag's public page accepts messages only once the tag is activated and its notifications are switched on. Before activation, the page does not accept messages for the tag.
• You can switch notifications on or off for a tag at any time. While they are off, the page stops accepting messages for it.

5. What to enter, and what to leave out

Keep labels short and practical, for example "blue backpack". Please do not enter a child's full name, school, home address, age, daily schedule or route, medical information, or photograph, and please do not enter other sensitive personal information anywhere in the service.

A finder chooses a report type and may type a short note and a location description. Those are the finder's own words, not an automatic position. We ask finders not to include sensitive personal information.

6. Acceptable use

Whether you hold a tag or have found one, you agree not to:

• send harassing, threatening, abusive, deceptive, or sexual messages through a tag;
• send false reports, including claiming to have found something you have not;
• submit messages by automated means, or try to defeat the human-verification step;
• sell, publish, share, or transfer claim codes, or claim a tag you were not given;
• use the service to locate, monitor, follow, or identify a person;
• probe or interfere with the service, its limits, or the providers that run it;
• use the service where doing so would break the law that applies to you.

7. Limits, abuse handling and suspension

• We apply limits per tag and per sending source. Messages beyond those limits are refused, and a sender is not told whether any particular message was delivered.
• We may limit, suspend, or end access to a tag or an account if we believe it is being used in a way that breaks these terms, puts someone at risk, or threatens the service.
• A suspended tag stops accepting messages, and its public page behaves the same as a page for a tag that does not exist. Suspension means abuse: we never use it to carry out a privacy request, so closing an account never marks your tag as abusive.
• You can stop using the service at any time by turning notifications off, or by asking us to close your account and retire its tags (section 10).

8. Availability, changes and discontinuation

The service is provided as it is. We do not promise that it will be available, uninterrupted, timely, or error free. It depends on hosting, database, human-verification, and email providers that can fail or change.

• No subscription is required. Access to the hosted tag service is included only while the service remains available. It is not lifetime or perpetual hosting, and it is not promised to be uninterrupted or error free.
• We may change, pause, or withdraw features, and we may discontinue the service.
• A tag's public page works only while this service is running. We do not promise that any tag, page or record will stay available indefinitely, and buying a tag does not buy permanent hosting.
• If we discontinue the service, we will give notice to the email address on the account when reasonably practicable. In some circumstances, such as a provider failure or a security or legal requirement, advance notice may not be possible.
• We may update these terms. Each version has an identifier, and the identifier you accepted is recorded with your acceptance and is never rewritten afterwards. A new version is published under a new identifier and is put to you the next time you set up or activate a tag; a tag that is already active keeps working in the meantime.

9. Privacy

What the service stores, what a finder can and cannot see, which providers are involved, and how long notification records are kept are described in the Privacy Notice (tag-privacy-v1). Please read it alongside these terms.

10. Closing your account and retiring your tags

You can clear a private label yourself at any time. To close your account, or to retire a tag, email hello@kayem.co from the address on the account and tell us what you would like removed.

• We will ask you to confirm the request from the account's email address. If we cannot reasonably satisfy ourselves that a request comes from the account holder, we will decline it, so that nobody else can close your account.
• Once verified, we delete your sign-in account, the record linking you to each tag, and your acceptance records; we clear your private labels and anything else you typed on a tag; and we retire each tag. If you also use the same Kayem account for another Kayem service, such as a contact page, we close only the tag service and leave the sign-in account in place for that service, and we tell you so.
• Retiring a tag is not the same as deleting it. The tag record stays in our database with no account attached, and its public page stops responding and behaves like a page for a tag that does not exist. A retired tag can no longer receive messages, and you cannot bring it back into service yourself.
• Some records are kept, and the Privacy Notice sets out exactly which and why. In short: a small record that the account was closed, which is what stops a sign-in issued before the closure being used to set up another tag afterwards; the hash of each claim code and whether it was used, so a printed code cannot be used twice; and the tag's own operational and notification records, which are governed by retention rather than by your request. The claim-code, tag and notification records carry no account identifier and none of your words. The account-closed record holds only the internal identifier your account had, the fact that it was closed, and when. None of these records is anonymous — a claim-code hash still matches a specific printed card.
• What we remove from our live database, we cannot restore. We do not promise that every copy everywhere has been destroyed: our providers keep their own backups and delivery logs, and a copy of what we held can remain there, and in notification emails already sent, for a period after we act, under those providers' policies rather than ours.

11. Contacting Kayem

For questions about these terms, privacy questions, deletion requests, or to report abuse, email hello@kayem.co.

12. Versions and acceptance

When you accept these terms while activating a tag, we record which version you accepted (tag-terms-v1), the privacy version in force (tag-privacy-v1), the tag, your account, and the time, so that we can show what you were shown.

Payments and privacy

Payment processors handle your card details. Kayem.co does not see or store full card numbers. For how we handle the rest of your information, see our privacy page.

Contact

Questions about any of this? Email hello@kayem.co. We'd rather fix a problem than argue about it.