Refund Policy

This policy sets out the terms on which credit purchases can be refunded. We would rather fix a problem than process a refund, so if something has gone wrong, tell us first — most of what people ask refunds for turns out to be solvable.

• Credits are bought in packages; current prices are listed on the home page
• Creating one memory link costs 70 credits
• Credits do not expire and stay in your account
• Credits cannot be transferred between accounts

Full refund

You are eligible for a full refund if:

• You ask within seven days of the purchase
• You have not spent any of the credits from it
• No memory link has been created on your account since the purchase
• You ask through our official support channels

Partial refund

We will consider a partial refund where:

• A technical fault stopped you using the Service for a sustained period
• An interruption on our side caused a loss of functionality
• You were billed in error or charged twice

• More than seven days have passed since the purchase
• Credits have been spent on a memory link or a paid feature
• The account was suspended for breaching the Terms of Service
• You changed your mind after using the Service
• You were unhappy with a feature after spending credits on it

1. Email our support team
2. Include your account email and the transaction ID from your receipt
3. Tell us clearly why you are asking
4. Allow up to three business days for the first response

What to include

• Your registered email address
• The transaction ID or receipt
• The date of purchase
• The amount paid
• The reason for the request

• Refund requests:[email protected]

• First review: one to three business days
• Decision: within five business days
• Processing after approval: five to ten business days
• Your bank: a further three to five business days

In total, expect seven to eighteen business days between asking and seeing the money.

• To the original payment method
• In the currency of the original purchase
• To an alternative method only where the original is genuinely unavailable

We cannot refund to a different card or account, for fraud-prevention reasons.

Technical faults

• Contact support as soon as it happens, so the fault is on record
• We will work to resolve it promptly
• If it cannot be resolved, a refund may be considered

Billing errors

• Report the error within 30 days
• Send us whatever documents you have
• We will investigate and correct genuine billing errors

• Ask for a review by writing to our legal address
• Include any further documentation supporting your case
• We will carry out a second review within seven business days
• The outcome is confirmed to you in writing

• Escalations:[email protected]

When emailing about a refund, use the subject line "Refund request — [your transaction ID]". It gets to the right person faster.

• Refunds and support:[email protected]
• Legal inquiries:[email protected]