Refund and Cancellation Policy

Effective: October 7, 2026

InMemoryVideo sells a digital product: a memorial video you download, together with an online memorial page. Nothing is shipped. You can watch the whole video as a free preview before you pay, so you know what you're buying. If it still isn't right, we'll give your money back.

Before you pay

Creating a project, adding photos and watching the preview cost nothing, and we don't ask for a card. If you decide not to buy, there is nothing to cancel. Unpaid projects are deleted 90 days after the last change, or sooner if you ask us.

No subscription

Each payment is a one-time charge for one video. We never charge you again unless you buy another video yourself.

Refunds within 30 days

If you're not happy with your video for any reason, you can ask for a full refund within 30 days of the payment date. You don't need to explain why, though if you tell us what went wrong, it helps us make the service better for the next family.

If the problem is something we can fix, such as a photo in the wrong place, a typo in the name or dates, or a cropped face, we're glad to help you fix it first. It's your choice: a fix or a refund.

How to ask for a refund

1. Write to support@inmemoryvideo.com from the email address you used at checkout.
2. If you're writing from a different address, include your project link or the order number from your receipt.
3. That's all. You don't have to fill in a form.

What happens next

• We confirm your refund by email within 2 business days.
• The refund goes back to the card or payment method you used. It's issued through Dodo Payments, our merchant of record.
• Banks usually show the money within 5 to 10 business days after we confirm. Some take a little longer.
• You get back the full amount you paid, including any sales tax or VAT. If you paid in another currency, your bank's exchange rate on the day of the refund may make the amount differ slightly from the original charge.

After a refund

Once a purchase is refunded, the download link and the memorial page stop working. Your project goes back to being an unpaid project and is deleted 90 days after the last change, or right away if you ask.

Technical problems

If your video won't download or play, or it's missing photos you included, write to us at any time, even after 30 days. We'll fix it or make the video again, and if we can't, we'll refund you.

Charged twice or by mistake

If you were charged more than once for the same video, or charged for something you didn't buy, write to us and we'll refund the extra charge in full, whenever you notice it.

After 30 days

Requests made more than 30 days after payment are generally not eligible, except for the technical problems and mistaken charges described above, or where the law gives you a right to a refund.

Please talk to us before your bank

If something is wrong with a purchase, please write to us before disputing the charge with your bank or card company. A refund from us is usually much faster than a chargeback, and you won't have to prove anything.

Your legal rights

This policy adds to the rights you have under consumer law where you live; it doesn't replace them. If you live in the European Union, the United Kingdom or another country with a similar rule, you may have a legal right to cancel an online purchase within 14 days. For digital content, that right ends once the download starts with your agreement. Our 30-day refund still applies and gives you more time than the law does.

Payment processing

Payments are processed by Dodo Payments, which acts as the merchant of record for your purchase. The charge on your card statement may appear under Dodo Payments or InMemoryVideo. Your receipt comes from Dodo Payments.

Questions

Write to support@inmemoryvideo.com. A real person reads every message and usually replies within one business day.