Effective Date: 12th January 2026
This Refunds and Cancellations Policy explains how refunds, cancellations, and statutory cooling-off rights apply to purchases made in connection with the StoryMoments platform.
This policy should be read together with the StoryMoments Terms and Conditions and Privacy Policy.
StoryMoments offers different types of products and services, each subject to different refund and cancellation rules depending on how and where the purchase is made:
Refund eligibility and cancellation rights vary by product type and purchase channel.
2.1 Where expressly stated at the point of purchase, fixed, one-time Packages purchased directly through the StoryMoments website are covered by a 30-day money-back guarantee, subject to fair use.
2.2 A refund request may be made within 30 days of purchase, provided that:
2.3 Refund requests must be submitted using the contact details provided on the StoryMoments website.
2.4 Approved refunds will be issued to the original payment method, subject to reasonable processing times.
3.1 Gift Packages are treated as website-purchased Packages for the purposes of refunds.
3.2 Gift Packages may be transferred to another individual only if they have not been activated, redeemed, or used.
3.3 Once a Gift Package has been activated, redeemed, or used, it becomes non-transferable.
3.4 Gift Packages are not redeemable for cash or cash equivalents.
3.5 Refund requests for Gift Packages may be made only by the original purchaser and only within the applicable refund period, subject to the conditions set out in this policy.
4.1 Subscriptions purchased through mobile app marketplaces (such as the Apple App Store or Google Play Store) are governed exclusively by the terms, billing systems, cancellation processes, and refund policies of the relevant app marketplace.
4.2 StoryMoments does not control app marketplace billing and cannot issue refunds for app-based Subscriptions directly.
4.3 To cancel an app-based Subscription, you must follow the cancellation process provided by the relevant app marketplace.
4.4 Subscription cancellations take effect at the end of the current billing period unless otherwise stated by the applicable marketplace.
5.1 Where offered, free trials are provided for evaluation purposes only.
5.2 Unless cancelled before the end of the free trial period, the Subscription will automatically convert into a paid Subscription in accordance with the applicable app marketplace terms. 5.3 Refunds are not provided for unused portions of a free trial once a paid Subscription has commenced.
5.2 Unless cancelled before the end of the free trial period, the Subscription will automatically convert into a paid Subscription in accordance with the applicable app marketplace terms. 5.3 Refunds are not provided for unused portions of a free trial once a paid Subscription has commenced.
6.1 Credits or usage allowances provided as part of a Package or Subscription:
6.2 Unused credits or allowances do not entitle you to a refund unless expressly stated otherwise at the point of purchase.
7.1 Optional services such as professional videography, professional editing, or the creation of printed or digital books are bespoke services.
7.2 Once preparation, production, or delivery of a bespoke service has commenced, refunds may be limited or unavailable.
7.3 Any refund for bespoke services is assessed on a case-by-case basis, taking into account:
7.4 Additional terms, scopes of work, or cancellation conditions may apply to bespoke services and will be communicated before work begins.
8.1 Where applicable under UK consumer law, you may have a statutory14-day cooling off period for certain purchases.
8.2 Cooling-off rights may be limited or waived where:
8.3 Nothing in this policy limits your statutory rights under theConsumer Rights Act 2015 or other applicable law.
9.1 Refund requests for eligible website purchases must be submitted using the contact details provided on the StoryMoments website.
9.2 You may be asked to provide:
9.3 StoryMoments may decline refund requests that fall outside the scope of this policy or where misuse or abuse is reasonably identified.
10.1 StoryMoments may update this Refunds and Cancellations Policy from time to time.
10.2 The version in effect at the time of purchase will apply unless otherwise required by law.
If you have any questions about refunds or cancellations, please contact us using the details provided on the StoryMoments website.