Refund Policy

We want you to feel good about your Timeless Messages purchase. This policy explains when a refund is available for our one-time production packages.

Full refund — within 7 days, before work starts

You can request a full refund within 7 days of purchase, as long as we haven't yet begun production work on your memorial (no interview scheduled, no editing started). Email hello@timelessmessages.org and we'll return your payment in full within 5 business days.

Partial refund — after work starts, before draft delivered

Once we've begun production but before we've delivered your first draft, you can cancel and receive a refund of the unused portion, less a reasonable charge for the work already completed. We'll always be transparent about what was done and what you're being charged for.

No refund — after the first draft is delivered

Once we deliver your first draft video, the package is considered fulfilled. The revision rounds included in your package are still available, but the purchase is non-refundable at that point.

Self-service memorials

If you record and upload your memorial yourself without buying a production package, there is nothing to refund — the memorial page and QR code are free.

Your memorial page stays live

Refunded or not, if you keep your memorial published, we continue to host it and its QR code. See our hosting commitment in the Terms of Service.

How to request a refund

Email hello@timelessmessages.org with your order details and a short note about why you're requesting a refund. We aim to respond within 2 business days.