Refund Policy

1. General Refund Principles

1.1 Our Commitment

We want you to be completely satisfied with OurStoria. If our service doesn't meet your expectations, we offer fair and transparent refund options.

1.2 Processing Time

Approved refunds are typically processed within 5-10 business days through Creem (Armitage Labs OÜ), our Merchant of Record and payment processor. The time for funds to appear in your account depends on your bank or payment method.

1.3 Currency & Payment Method

Refunds are issued in the original currency and to the original payment method used for the purchase.

2. Free Pro Trial Period

2.1 Risk-Free 7-Day Free Pro Trial

Every new account starts with a 7-day Free Pro Trial that includes:

• 20 GB of video storage and 1 GB of photo storage
• Every Pro Plan feature unlocked (custom URL slugs, password protection, Sidebar & Cinematic layouts, custom fonts, embed iframe, social links, Live Moments)
• Trial limitations: a small "Trial Period" video watermark, disabled client downloads, up to 3 simultaneous projects with 3 videos each, no Safe Archive, no analytics dashboard
• No credit card required at any point during the trial.

2.2 Ending the Trial

You can stop using OurStoria at any time during the Free Pro Trial with zero charges — simply close your account in Account Settings or stop using the service. No refund is necessary because no payment is collected during the trial.

2.3 No Automatic Conversion to a Paid Plan

Because the Free Pro Trial does not collect a payment method, there is no automatic conversion to a paid subscription when the trial ends. To continue using OurStoria you must actively choose and pay for a plan (Starter, Pro, or Studio).

If you don't subscribe within 2 days after the trial ends, all non-archived projects (videos and photos) are permanently deleted. The standard refund policy (below) applies only to charges that actually occur after you choose to subscribe.

3. Monthly Subscription Refunds

3.1 First-Month Satisfaction Guarantee

Eligibility: First-time subscribers on any monthly plan (Starter, Pro, or Studio)

Timeframe: Within 7 days of your first payment

Coverage: Full refund of your first month's subscription fee

How to Request:

1. Email [email protected] with "Refund Request" in the subject line
2. Include your account email and reason for the refund (optional but helpful)
3. We'll process your request within 24-48 hours

3.2 After the First 7 Days

Monthly subscriptions are non-refundable after the first 7 days. However:

• You can cancel at any time
• You retain access until the end of your paid period
• No future charges will occur after cancellation

3.3 Partial Month Refunds

We do not provide prorated refunds for partial months. Your subscription fee covers the entire billing cycle, and cancellation prevents future charges but does not refund the current period.

4. Annual Subscription Refunds

4.1 Annual Plan Benefits

Annual plans offer a discount equivalent to 2 months free compared to monthly billing:

• Starter: $149.99/year (save $29.89)
• Pro: $249.99/year (save $49.89)
• Studio: $599.99/year (save $119.89)

4.2 Annual Refund Policy

Within 30 Days:

• Full refund minus any usage charges (see 4.3 below)
• Available for first-time annual subscribers

After 30 Days:

• No refunds are issued
• You can cancel to prevent auto-renewal for the next year
• Access continues until the end of your paid annual term

4.3 Usage Deduction for Annual Refunds

If you request a refund within 30 days, we calculate:

This ensures fairness: you pay only for the service you used at the discounted annual rate.

5. Safe Archive Service Refunds

5.1 Archive Policy

The Safe Archive service ($12.00/year per project or $19.00/year per project for Plus) is designed for long-term storage:

Refund Eligibility:

• Within 14 days: Full refund if no downloads were made from the archived project
• After 14 days: No refunds (service is based on committed annual storage)

Cancellation:

• You can cancel archive renewal to prevent future charges
• Archived projects remain accessible until the paid period ends
• After expiration, projects are deleted per our data retention policy (30-day grace period)

5A. Live Moments & Guest Uploads

5A.1 Feature is bundled with your subscription

Live Moments (the QR-code guest-upload feature described in Section 6A of the Terms of Service) is included in every paid OurStoria plan at no additional charge. There is no separate purchase, no per-wedding fee, and no per-guest fee. Because Live Moments is not sold as a stand-alone product, it does not have its own refund window — refund eligibility follows the standard rules for your main subscription in Sections 3 and 4 above.

5A.2 Guest content counts toward your quota

Photos and short videos uploaded by wedding guests through Live Moments count toward the same storage quota as your regular project videos and photos. We do not issue refunds, credits, or quota increases because guests uploaded more content than you expected. Each Live Moments session has a configurable hard quota cap (500 MB up to 30 GB) to help you stay in control.

5A.3 Session suspension for prohibited content

If a Live Moments session is suspended — or the account is terminated — because guests uploaded content prohibited by Section 6A.4 of the Terms of Service (e.g., CSAM, adult content, unauthorised copyrighted material, harassment, malware), the user is not entitled to a refund of the subscription for the current period, consistent with Section 7.1 of this policy.

5A.4 Guest requests for removal are not refunds

A wedding guest who uploaded content and later wishes to have it removed is not a paying customer of OurStoria and therefore has no refund rights under this policy. Such requests are handled under our privacy and data-subject-rights procedures — see Section 3.4 of the Privacy Policy or email [email protected].

5A.5 Post-wedding archive is included

The ZIP archive we generate when the collection window closes is part of the Live Moments feature and therefore part of your subscription. There is no separate purchase and no refund category associated with the archive itself; the archive file is stored in your project and subject to the same retention rules as the rest of your account.

5.2 Archived Content Access

If you change your mind after archiving a project:

• You can restore it to active status anytime (if storage space is available in your subscription)
• Restoration does not require a new archive fee for the current paid period

6. Refunds for Service Issues

6.1 Technical Failures

If OurStoria experiences a service outage or technical issue that prevents you from using the platform:

Extended Outage (24+ hours):

• We will provide a prorated credit or refund for the downtime period
• Credit is automatically applied to your account

Minor Outages (<24 hours):

• Covered by our general uptime commitment (99.9% target)
• No refunds issued for brief maintenance or temporary issues

6.2 Data Loss

In the unlikely event of data loss due to our error:

• Full refund of the affected billing period
• Potential additional compensation depending on severity
• Free upgrade to a higher tier for 3 months (at our discretion)

Important: We are not liable for data loss due to user error (e.g., accidental deletion) or third-party provider issues beyond our control.

7. Non-Refundable Situations

7.1 The Following Are NOT Eligible for Refunds:

• Subscriptions cancelled after the applicable refund window (7 days for monthly, 30 days for annual)
• Refunds requested due to user error (e.g., choosing wrong plan, forgetting to cancel)
• Account suspension due to Terms of Service violations
• Account deletion due to non-payment (after grace period expires)
• Refunds for unused storage space ("I didn't upload much")
• Refunds after account termination for policy violations
• Disputes resolved through chargeback (see 8.1 below)

7.2 Upgrade/Downgrade Changes

• Upgrades are processed immediately; you pay the prorated difference
• Downgrades take effect at the next billing cycle (no refunds for the current period)

8. Payment Disputes & Chargebacks

8.1 Contact Us First

Before initiating a chargeback with your bank, please contact us at [email protected]. We can often resolve issues faster than a formal dispute process.

8.2 Chargeback Consequences

If you file a chargeback without contacting us:

• Your account will be immediately suspended pending investigation
• If the chargeback is found to be unjustified, your account may be permanently terminated
• You will be responsible for any chargeback fees ($25-50) imposed by payment processors

8.3 Fraudulent Chargebacks

Filing a false chargeback (claiming unauthorized payment when you did authorize it) is considered fraud and may result in:

• Permanent ban from OurStoria
• Referral to collections agencies
• Legal action to recover losses

9. How to Request a Refund

9.1 Refund Request Process

Step 1: Email us at [email protected] or [email protected]

Step 2: Include the following information:

• Your account email address
• Subscription plan name (Starter/Pro/Studio)
• Reason for refund request (helps us improve)
• Date of purchase/charge

Step 3: Our team will review your request and respond within 24-48 hours (business days)

Step 4: If approved, refund is processed via Creem (Armitage Labs OÜ) within 5-10 business days

9.2 Required Documentation

In some cases, we may request:

• Order confirmation or receipt
• Screenshot of the charge on your bank statement
• Verification of account ownership (for security)

10. Refund Exceptions & Special Circumstances

10.1 Extraordinary Situations

We understand that life happens. In exceptional circumstances (serious illness, natural disasters, business closure), we may provide refunds outside our standard policy at our discretion. Contact us to discuss your situation.

10.2 Promotional Discounts

If you purchased a subscription at a promotional or discounted price:

• Refunds are calculated based on the discounted price you paid, not the regular price
• Promotional offers cannot be transferred or exchanged

11. Subscription Management Tools

To help you avoid unwanted charges, we provide:

11.1 Self-Service Cancellation

• Cancel anytime from your Account Settings
• No need to contact support
• Instant confirmation via email

11.2 Billing Reminders

• Email notifications 7 days before renewal
• Clear instructions for cancellation in every reminder
• Renewal date displayed prominently in your dashboard

12. Regional Refund Rights

12.1 European Union (EU) Customers

Under EU consumer protection laws, you have the right to cancel within 14 days of purchase for a full refund, even if you've used the service. This right is in addition to our standard refund policy.

To exercise your EU cancellation right:

• Send a clear statement to [email protected]
• Include "EU Withdrawal Right" in the subject line
• We will process your refund within 14 days

12.2 Other Jurisdictions

Customers in other regions may have additional refund rights under local consumer protection laws. Contact us if you believe local law entitles you to a refund.

13. Changes to This Refund Policy

We may update this policy to reflect changes in our service or legal requirements. Changes will be communicated via:

• Email notification (30 days advance notice)
• Updated "Last Updated" date at the top
• Prominent notice in your account dashboard

Important: Changes to the refund policy do not affect refund eligibility for purchases made before the change takes effect.

14. Contact Information

For refund requests or questions about this policy:

Summary of Key Refund Windows