Frequently Asked Questions

ABOUT MY ONCE UPON A TIME

1

What is My Once Upon A Time?

My Once Upon A Time, is an online lending library exclusively for children. Our collection of books is a unique mix of top Indian and International authors and publications.

You no longer have to leave the comfort of your house to be able to access physical copies of books. We will come to you, to deliver books and pick up the ones you have finished reading. Delivery and pick up are absolutely FREE.

We can also provide you FREE personalized book recommendations based on your child's reading level and interests.

2

How it works?

1. Sign Up with My Once Upon A Time Libary and select the plan of your choice. After successful registration, you will be receiving your user name and password in the registered email.

2. Click Browse Books link in the home page and login using the registered email id and password.

3. Please add all the books that you would like to read. To help you select the books, we have categorized books based on genre, age, reading level, series etc. You can find the list of such categories under Tags List. We recommend to add at least 10 books.

4. The books will be delivered to your doorstep within 1-5 business days. Delivery of books will be based on their availability, though we make every effort to ensure that you get the books in the order you added them to the queue.

5. You can keep the books as long as you want. However please remember that in order to get the value for money, please return the books in a timely manner.

6. Once you complete reading the books, please intimate by WhatsApp or sms to 638-249-3117 or 735-807-4341, we will collect the books from you. After the books are collected, next set of books will be delivered.

3

What type of books do you have?

We have an extensive collection of both Indian and International authors and publications.

You will find top Indian favourites like Tulika books, Pratham books, Amar Chitra Katha, Ruskin Bond, R.K. Narayan and also International favourites like Geronimo and Thea Stilton, Goosebumps, Harry Potter, Chronicles of Narnia, Enid Blyton, Dr. Sues, Roald Dahl, Julia Donaldson, Eric Carle, Magic Tree House, Magic School Bus, Peppa Pig, Phonics Readers, Ladybird and much more.

We keep adding new and interesting books to our collection every month. You can also suggest new titles that you would like to see added into the collection.

4

Do you have a physical library that I can visit?

No, we are a 100% online lending library service.

5

How do I benefit by becoming a member of My Once Upon A Time?

1.Save Money: As a member of My Once Upon A Time, you can read thousands of the best Indian and International titles, some of which are very expensive and hard-to-find, so that our members can enjoy these at just the nominal cost of the membership plans.

2. Variety of Books: Access to a vast collection of top Indian and International books for Children

3. Comfort and Convenience: You don't have to leave the comfort of your home and deal with traffic to get hold of physical copies of books. Enjoy FREE home delivery and pick up of books.

4. Save on shelf space at home: With a library membership, you can rent and read thousands of books you love without having to worry about finding space at home.

5. Personalized Book Recommendations: Confused about selecting the right books for your child? We can help! We provide our members FREE personalized book recommendations based on the child's reading level and interests.

WEBSITE

1

What is Current Holds queue in the patron page?

Current Holds is the list of books you want to read.

2

How to add books into Current Holds?

When you see a book you would like to read, click on the 3 dots below the image of the book and select Add Hold. You may also click on the book cover image to read a description of the book and then click on the Add Hold button available there.

When you click on Add Hold, a pop-up tray opens at the bottom of the screen which is a temporary placeholder for all the books you would like to place on Hold.

a. To remove any books from this list, simply click on the red circle on the top right corner of the book image.

b. To clear all the books in the tray, click on Clear Queue button.

c. Click on the button Complete to add all the selected books into your Current Holds list. Repeat these steps any number of times to keep adding books you want to read into your Current Holds queue.

3

What is Patron Page?

The Patron Page is where you can edit your password and personal information and see your book queues:

1. Current Holds (Books you want to read next)

2. Your Active Items (Books you have currently checked out)

3. Recent Lending History (Books that were checked out in the past)

4

What is the minimum number of books I need to maintain in Current Holds?

We suggest that you always keep at least 10 books in your Current Holds queue, since books are sent out based on their availability/in-stock status.

For example, if you have subscribed to a 3 book plan and you keep only 3 books in your Current Holds list and one of the books has already been checked out by another member, there will be a delay in your delivery. To avoid this, it is best to keep at least 10 books in the list at all times, so that we may send out the first 3 available books from the list without any delay.

5

What is Tags List?

We have categorized books based on genre, age, reading level, series etc. You can find the list of such categories under Tags List.

6

How does Promo Code work?

If you have a special discount Promo Code from us, then please enter your code in the text box provided during Registration and Renewal.

PLANS AND PRICING

1

How do I become a member of My Once Upon A Time?

Simply click on the Register button, enter your pin code to view the membership plans and select the plan that is best suited for you.

2

What are the different plans offered?

We provide different plans based on membership duration, frequency of delivery and the number of books included per delivery. Please click here to check

3

How do I renew my Account?

Please click on the Renew button and enter your registered email address to select your next membership plan.

4

What happens if I do not renew my membership before the Membership Expiring Date?

Your account will be ON HOLD. We will contact you to schedule a pick up of the books you currently have in hand. You can keep your account on hold for as long as you like. It is best to keep it on hold, if you are planning to Renew your membership and reactivate your account later.

5

Can I upgrade/downgrade my membership?

Any modifications to the subscription plan will be effective only at the end of the current subscription plan.

Please click on the Renew button to modify your subscription plan for the next billing cycle.

6

I am going on vacation, can I put my membership on hold?

Yes, please send an email to admin@myonceuponatime.in and we can help put your account on hold for the duration of your vacation period. You must return all the books you currently have in hand before your account status can be set to ON-HOLD

7

Can I cancel my membership?

Yes, you can cancel your membership at anytime. Please send us an email at admin@myonceuponatime.in and we will process your request and schedule a pickup within the next 7 business days. Refund of security deposit will be processed after deducting the actual cost of damaged/lost books (if any). You are liable to return the books within 7 business days.

If you are planning on taking a break for a few months and want to Renew your membership later, then it is best to keep your account ON HOLD instead of cancelling it. Once cancelled, you will have to Register again by paying the security deposit and registration fee. If your account is ON HOLD, then you only need to pay the membership plan fee to restart your service.

There will be no refund of Membership and Registration Fees upon cancellation.

8

When do I get back my security deposit?

Security deposit will be refunded to your bank account within 14 business days after you cancel your membership. In the case of lost or damaged books, we will deduct the actual cost of the books from the security deposit and only the remaining amount will be refunded to you (if any). If the cost of the damaged/lost books exceeds the amount of the security deposit, you will be billed for the remaining amount.

9

Do I need to pay for delivery and pickup of books?

No. Delivery and Pick Up is absolutely FREE.

PAYMENTS

1

What modes of payments are accepted?

We accept payment through India's most trusted payment gateway - CCAvenue. We accept 200+ payment methods including the 6 major Credit Cards, 100+ Debit Cards, UPI, Amex EzeClick, 50+ Net Banking and 16 Prepaid Instruments.

2

Do you collect or save my card details?

No, we don't collect or save your card details. You will be making the payment directly in CC Avenue payment gateway.

3

Is my credit/debit card safe?

Absolutely, we are using CC Avenue payment gateway which is completely safe and secure.

4

What if my bank is not found in the Net Banking option?

Please see if you can use any other payment option listed in the website. Otherwise, please call us at 638-249-3117 or 735-807-4341.

5

Can I pay using Cash?

No, currently we do not accept Cash On Delivery. However, if are facing any issues with the payment though the payment gateway, please call us at 638-249-3117 or 735-807-4341

DELIVERY

1

Will you deliver all over India?

Yes, we deliver all over India. Please click on Register and enter your PIN code to check if your area is serviced.

2

When will the books be delivered?

The very first delivery upon signing up will be done within 1-5 business days. After the first delivery, frequency of delivery and pick is based on your plan.

3

What if I am not available when the delivery happens?

Please arrange for a friend or neighbor to collect your books whenever possible. If you are not available and miss a delivery, then kindly call us at 638-249-3117 or 735-807-4341 or email us at admin@myonceuponatime.in to find out when your books can be delivered next.

4

What if the books sent to me are not in good condition?

Please verify the books at the time of delivery and we request you to not accept the delivery if you find them to not be in good condition. Please call or message us at 638-249-3117 / 735-807-4341 or email us at admin@myonceuponatime.in to let us know of the issue. We will address the issue as soon as possible and will send out the next set of available books from your Current Holds list.

5

How long can I keep the books with me?

You can keep the books for the entire duration of your subscription plan as there are no due dates or late fees. But please remember, the more frequently you exchange your books, the more number of books you can read (based on your subscription plan).

6

Will I receive the books in the same order as what is listed in the Current Holds queue?

We will try our best to send out the books in the order you have added them to your queue, but books will be sent out based on their availability and in-stock status. If the first book in your queue has already been checked-out by another customer, we will send you the next available book from your queue.

7

Can we keep some books and return the rest?

Sorry, we do not accept partial returns. All the books in-hand have to be returned together. The delivery executive will verify the list of books being returned before handing over the next set of books.

8

What if I damage/lose the books?

In the case of lost or damaged books, you will be required to pay the actual cost of the books to continue the service.

9

After I finish reading, how do I get my next set of books?

Send us a WhatsApp message or SMS at 735-807-4341 or 638-249-3117 from your registered mobile number to let us know that you are ready for pick up. We will send out your next set of books from your Current Holds queue based on their availability.

MISCELLENOUS

1

How can I suggest a new Book Title?

Please message us at 638-249-3117 or 735-807-4339 or email us at admin@myonceuponatime.in with the book name and author information. We will do our best to get the book added to our catalogue at the earliest and will inform you once it has been added.

2

Can I Donate Books?

Yes, we will be happy to help you free up space in your house by accepting children’s books which are in good condition. Please call or message us at 638-249-3117 or email us at admin@myonceuponatime.into schedule a pick up.