Refund Policy

Overview

This Refund Policy explains when and how Capsule Memories (“we,” “us,” or “our”) issues refunds for subscriptions and physical printed book orders placed through capsulememories.com. By using our services you agree to the terms below.

Subscription Plans

Free Trial

All new subscription accounts include a 30-day free trial. A valid payment card is required to start your trial but will not be charged during the 30-day trial period, and we will notify you by email before the trial ends. Unless you cancel before the trial period ends, your subscription will begin and your card will be charged.

Paid Billing Periods

Subscriptions are billed in advance on a monthly or annual basis. Once a billing period has been paid, that payment is non-refundable. This applies to both monthly and annual plans. If you cancel your subscription mid-period, your access will continue until the end of the period you have already paid for, and you will not be charged again.

Cancellations

You may cancel your subscription at any time from your account’s profile page. Cancellation takes effect at the end of your current billing period. We do not offer prorated refunds for unused days remaining in a paid period.

Annual Plans

Annual subscriptions are charged as a single upfront payment covering 12 months of access. Because the full year is discounted and billed at once, refunds are not available for the unused portion of an annual term after the first 30 days from the original charge date. If you believe there are exceptional circumstances, please contact us and we will review your situation on a case-by-case basis.

Physical Printed Books

Custom Products

Printed memory books are custom-manufactured products made specifically for you based on the content in your Capsule. Because each book is printed on demand, we cannot accept returns or issue refunds for books that are correctly printed and delivered.

Damaged or Incorrect Orders

If your book arrives damaged, defective, or materially different from what you ordered, we will make it right at no additional cost to you. To request a resolution, please contact us within 14 days of delivery and include:

• Your order number
• A clear description of the issue
• Photos showing the damage or error

We will offer a replacement reprint or a full refund for eligible claims, at our discretion.

Lost Shipments

If your order has not arrived within the estimated delivery window and tracking confirms it is lost in transit, contact us and we will arrange a replacement or refund.

How to Request a Refund

To submit a refund or replacement request, email us at support@capsulememories.com with your account email address, order details, and a description of the issue. We aim to respond within 3 business days.

Chargebacks

If you initiate a chargeback with your bank or card issuer without first contacting us, we reserve the right to suspend your account while the dispute is pending. We encourage you to reach out to us directly — we genuinely want to resolve issues fairly and quickly.

Changes to This Policy

We may update this Refund Policy from time to time. When we do, we will revise the “Last Updated” date at the top of this page. Continued use of our services after changes are posted constitutes your acceptance of the updated policy.

Contact Us

Questions about refunds? Email us at support@capsulememories.com.