1. Story Preservation (A$99 one-time)
If you are unhappy with your purchase, contact us within 14 days of payment and we will work with you to resolve the issue. Approved refunds will result in the story being unpublished and its public page removed.
2. Preservation Plus (A$29 per year)
You may cancel Preservation Plus at any time from your dashboard. Cancellation takes effect at the end of the current billing period — the story keeps Preservation Plus features until then, and is not renewed. We offer a pro-rata refund within the first 14 days of an annual renewal if you contact us in writing.
3. Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law. If the service is not delivered with due care and skill, or is not fit for the purpose we described, you may be entitled to a refund, repair or replacement regardless of the time limits above.
4. Duplicate or accidental payments
If you are charged twice for the same story, or a payment is made in error, contact us and we will refund the duplicate charge promptly.
5. Failed publishing
If a payment is taken by Stripe but your story does not publish due to a technical fault (no permanent URL, Story ID or QR code is issued) within a reasonable time, we will either complete publishing or refund the charge in full.
6. How to request a refund
Email support@eternalmemorial.com from the email address on your account, with the story name and date of payment. We aim to respond within two business days. Refunds are returned to the original payment method via Stripe and typically appear within 5–10 business days.