Refund & Cancellation Policy

This policy applies to Their Story memberships (Standard and Premium), package upgrades, additional storage packs and personalised QR memorial plaques. All purchases are one-off payments; there are no subscriptions or recurring charges to cancel.

As a consumer you normally have 14 days from purchase to cancel a digital service and receive a refund. Where you ask us to make the memorial features available immediately, that right ends once the service has been fully provided, and we may deduct a proportionate amount for what has already been supplied.

Each plaque is engraved with a QR code and details unique to your memorial. Personalised, made-to-order goods are exempt from the standard 14-day cancellation right once production has started. You can cancel a plaque free of charge at any point before production begins — contact us as soon as possible and we will confirm the status of your order.

If your plaque arrives damaged, is engraved incorrectly, or the QR code does not scan to the right memorial, contact us within 30 days of delivery. We will replace it or issue a full refund at no cost to you. Please keep the packaging and send us a photograph where possible.

Upgrades and additional storage are applied to your account immediately on payment. Because the benefit is delivered straight away, these are generally non-refundable once used. If an upgrade was purchased in error and the additional storage has not been used, contact us and we will consider a refund.

Duplicate charges and payments taken in error are refunded in full. Our systems record every payment event, so please contact us with the date and amount and we will investigate promptly.

You can delete your memorial and account at any time from your dashboard privacy settings. Deletion is permanent and, outside the circumstances set out above, does not by itself entitle you to a refund of a completed purchase.

Email theirstory.co.uk@gmail.com with the name on the account, the memorial name and the date of purchase. Approved refunds are returned by Stripe to the original payment method, and usually appear within 5–10 working days depending on your bank. Where an entitlement is refunded, the related memorial features are withdrawn.

This policy sits alongside your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, and does not limit them.