Refund Policy

Last Updated: December 2, 2025

Effective Date: December 2, 2025

1. Our Commitment to You

At CreateMemorial, we are committed to providing compassionate memorial services that honor your loved ones with dignity and respect. We understand that during difficult times, you need assurance and flexibility. That's why we offer a generous refund policy to ensure your satisfaction.

Our Promise:

We stand behind the quality of our memorial services. If you're not completely satisfied, we're here to make it right.

2. 30-Day Refund Guarantee

30-Day Money-Back Guarantee

We offer a full refund within 30 days of your purchase or subscription start date if you are not satisfied with our service for any reason.

2.1 What's Covered by Our 30-Day Guarantee

  • Subscription Plans: Full refund for Premium or Ultimate plan purchases made within 30 days
  • One-Time Purchases: Refunds for credit packages or add-on features purchased within 30 days
  • Dissatisfaction: Not satisfied with the service quality or features
  • Technical Issues: Unable to access or use our memorial creation tools
  • Change of Mind: Simply decided our service isn't right for you
  • Service Expectations: The service doesn't meet your needs or expectations

2.2 Full Refund, No Questions Asked

Within the 30-day window, you can receive a complete refund regardless of:

  • How much of the service you've used
  • How many memorials you've created
  • Whether you've used AI features (photo restoration, video creation)
  • The amount of storage or features utilized

We believe you should have sufficient time to explore our platform and ensure it meets your needs during this difficult time.

3. After 30 Days

After the initial 30-day period, refunds are evaluated on a case-by-case basis:

3.1 Partial Refunds

For subscriptions beyond 30 days, we may offer pro-rated refunds in cases of:

  • Extended service outages or technical problems
  • Billing errors or duplicate charges
  • Significant changes to service features or terms
  • Exceptional circumstances (evaluated individually)

3.2 Non-Refundable Items After 30 Days

  • Renewal charges for auto-renewed subscriptions (unless cancelled before renewal)
  • Credit packages purchased and fully consumed
  • Custom domain registration fees (these are paid to third parties)
  • Third-party service fees (music licensing, etc.)

4. How to Request a Refund

Simple Refund Process:

  1. Contact Support: Email us at [email protected]
  2. Provide Information:
    • Your account email address
    • Order ID or transaction number (if available)
    • Reason for refund request (optional, helps us improve)
  3. Confirmation: We'll review your request and respond within 1-2 business days
  4. Processing: Once approved, refund will be issued to your original payment method

4.1 Refund Processing Time

After approval, refunds are typically processed within:

  • PayPal: 3-5 business days
  • Credit/Debit Cards: 5-10 business days (depending on your bank)
  • Other Payment Methods: Up to 14 business days

Note: Processing times may vary based on your financial institution's policies.

5. Subscription Cancellations

5.1 How to Cancel

You can cancel your subscription at any time:

  • Through your account settings (Subscription Management)
  • By contacting support at [email protected]

5.2 What Happens When You Cancel

  • Your subscription will not auto-renew
  • You keep access to paid features until the end of your current billing period
  • Your memorials remain active but revert to free tier limitations after the period ends
  • No additional charges will be made

Important:

If you cancel within 30 days of purchase, you're eligible for a full refund. After 30 days, cancellation stops future billing but doesn't automatically trigger a refund for the current period.

6. Special Circumstances

6.1 Service Interruptions

If our service experiences significant downtime affecting your access:

  • Pro-rated refunds or credit extensions for the affected period
  • Additional AI credits as compensation
  • Priority support to resolve issues

6.2 Billing Errors

If you're charged incorrectly:

  • Immediate full refund of incorrect charges
  • Additional credits as an apology for the inconvenience
  • Review of your account to prevent future errors

6.3 Compassionate Circumstances

We understand that memorial services are used during difficult times. If you're experiencing hardship or exceptional circumstances beyond the 30-day window, please contact us. We evaluate each case with empathy and may offer:

  • Extended refund consideration
  • Payment plan adjustments
  • Account credits or service extensions
  • Downgrade to a lower tier without penalties

7. Important Notes

  • •Refunds are issued to the original payment method only
  • •Memorial content you've created remains in your account unless you choose to delete it
  • •Free trial periods and bonus credits are non-refundable (they're free gifts)
  • •Currency conversion fees charged by payment providers are not refundable
  • •Gift subscriptions are refundable to the purchaser within 30 days if unused

8. Dispute Resolution

If you're not satisfied with our refund decision:

  1. Escalation: Request a review from our senior support team
  2. Documentation: Provide any additional information supporting your case
  3. Review Period: Allow 3-5 business days for thorough review
  4. Final Decision: We'll provide a detailed explanation of our decision
  5. Payment Provider: If still unsatisfied, you may contact your payment provider for dispute resolution

We're committed to fair treatment and will work with you to find a reasonable solution.

9. Abuse Prevention

To maintain fairness for all users, we reserve the right to deny refund requests in cases of:

  • Repeated refund requests showing a pattern of abuse
  • Violations of our Terms of Service
  • Fraudulent activity or chargebacks
  • Accounts created solely to exploit the refund policy

However, legitimate refund requests are always honored within our stated policy.

10. Policy Updates

We may update this refund policy to reflect changes in our services or legal requirements. When we make significant changes:

  • The "Last Updated" date will be modified
  • Existing subscribers will be notified via email
  • Changes will not affect purchases made before the update

11. Contact Information

For refund requests, questions, or concerns about this policy:

Email Support:

[email protected]

Response time: Within 1-2 business days

We're here to help. Our support team understands that memorial services are used during sensitive times, and we treat every inquiry with compassion and understanding. Don't hesitate to reach out if you have any concerns.