First: the yearly plan never charges you again
Everlight ($29 a year) is bought a year at a time and does not auto-renew. There is no subscription to cancel and no surprise charge at the end of the term. When the year runs out the stone simply rests and the memorial falls back to the free page — every word, photograph and message stays exactly where it is. You can renew whenever you like.
Our 14-day refund window
You may ask for a full refund within 14 days of any purchase — a Keepsake stone ($79 once), a yearly Everlight plan, or a candle, bouquet or pair — for any reason, and we will not ask what it was. Using the stone during those fourteen days does not use the refund up. In the EU and the UK a fourteen-day right to withdraw would normally end as soon as digital content is delivered; we keep the window open anyway, because a memorial bought in the first hours of grief is exactly the kind of purchase someone should be able to undo.
After those 14 days, write to us anyway. We look at later requests case by case and would rather be fair than technical. Where a term has been substantially used — a yearly stone in its eleventh month — we may refund the unused part rather than the whole, and we will always tell you the figure before anything is processed. A candle or a bouquet bought by mistake is refunded in full whatever its remaining days.
What happens to the memorial
Nothing is deleted because of a refund. A refunded stone returns to the free page: the name, years, story, cover photograph and every message remain, and the stone simply stops standing in the garden until you buy it again. A refunded candle or bouquet stops burning at the end of the time already paid for; any other lights on the stone are untouched.
How to ask
Email everglow@koumen.net with the memorial’s link, what was bought and roughly when, and the address you used at checkout if you have it. You do not need to explain why. We aim to acknowledge within 3 working days.
Refunds are executed by Creem (creem.io), which is the merchant of record for every purchase: the money goes back to the card or wallet you paid with, and Creem issues the credit note. We approve the refund; Creem moves the money. How quickly it appears after that is down to your bank, usually a few working days.
Please write to us before opening a chargeback — we can almost always sort it out faster, and a chargeback on a memorial can leave its status unclear while the bank investigates. If a chargeback is opened, Creem handles it as the seller of record and we will give them whatever they need.
Related
What each tier includes: pricing. The full terms: terms of service. Data and deletion: privacy policy. Other questions: contact us.