Refund policy

The Free plan costs nothing and never requires payment details, so there is nothing to refund. You can use it for as long as you like, with no obligation to ever upgrade.

New subscribers to Plus start with a 14-day free trial. No payment is taken during the trial. If you cancel before the trial ends, you will not be charged anything at all. If you don't cancel, your first payment is taken automatically when the trial ends, and the standard terms below apply from that point.

If you are a consumer in the UK or EU, the Consumer Contracts Regulations (and equivalent EU rules) give you a legal right to cancel an online purchase of digital services within 14 days, for any reason, without penalty.

Because Kistkeep is a digital service you can start using immediately, this statutory right ends earlier if you expressly ask us to begin the service right away and acknowledge that you'll lose the cancellation right once you've started using it, which is exactly what happens when your first payment converts a free trial into a paid subscription and you continue actively using paid features. If you have not meaningfully used the paid features yet and are within the 14-day window, contact us and we will honour a full refund.

Beyond the 14-day statutory window described above, subscription payments are generally non-refundable for the remainder of the billing period you've already paid for. When you cancel, you keep access to paid features until the end of that period, and are not charged again, but we don't provide partial-month refunds for time you choose not to use.

If you downgrade from Family to Plus, or from Plus to Free, no partial refund or credit is issued for the unused portion of your current billing period; the downgrade takes effect at your next renewal date, and you keep your current plan's access until then.

Storage add-ons are billed monthly alongside your plan and follow the same non-refundable-mid-period policy as subscriptions. You can remove an add-on at any time from your billing settings, effective at your next renewal.

If you were charged in error, charged twice for the same period, or charged after a cancellation that should have taken effect, contact us immediately at [email protected]. We investigate every report and issue a full refund promptly once confirmed, regardless of the 14-day window above, this is about fixing our mistake, not a discretionary refund.

Email [email protected] with your account email and the reason for your request. We aim to respond within two working days and, where a refund is due, process it back to your original payment method within five to ten working days, depending on your card issuer.

We'd always rather resolve a billing concern directly, so please contact us before initiating a chargeback with your bank or card provider. Unresolved chargebacks may result in suspension of your account while the dispute is investigated.