Refund Policy

1. Overview

Keepr Circles is committed to customer satisfaction. This refund policy outlines the circumstances under which refunds may be issued for our personal storage subscription services and Family Hub subscriptions.

All payments are processed securely through Stripe, and refunds are issued back to the original payment method.

2. Subscription Refund Eligibility

2.1 Personal Storage Plans

2.2 Family Hub Subscriptions

Note: Family Hub refunds are processed to the Hub administrator who manages billing. Individual Hub members do not have billing relationships with us.

3. Refund Conditions

3.1 Eligible Refund Scenarios

• Service Dissatisfaction: Not satisfied with features or functionality within 30 days
• Technical Issues: Persistent technical problems preventing normal use
• Billing Errors: Incorrect charges or duplicate payments
• Unauthorized Charges: Payments made without authorization
• Service Unavailability: Extended service outages exceeding our SLA

3.2 Non-Refundable Scenarios

• Renewal Payments: Monthly renewals after the initial 30-day period
• Usage-Based Requests: Refunds requested after significant usage (>50% of storage used)
• Account Violations: Refunds for accounts terminated due to Terms of Service violations
• Change of Mind: Refunds requested after the 30-day satisfaction guarantee period
• Partial Months: We do not prorate refunds for partial month usage after 30-day period
• Moments Content: No refunds related to expired Moments (24-hour expiration is by design)
• Family Hub Member Disputes: Internal disputes between Hub members

4. Grace Period & Payment Failures

4.1 14-Day Grace Period

If your payment fails, you receive a 14-day grace period to resolve payment issues:

• Full service access continues during grace period
• Multiple payment retry attempts
• Email notifications about payment issues
• No additional fees during grace period

4.2 After Grace Period

• Account enters read-only mode
• Storage limits apply based on Free plan (10GB)
• 6-month data retention period before deletion
• Reactivation available upon successful payment
• Data export available during retention period

4.3 Family Hub Grace Period

• Hub administrator receives payment failure notifications
• All Hub members retain access during grace period
• Hub converts to read-only if payment not resolved
• Members' personal storage is not affected

5. Refund Process

5.1 How to Request a Refund

1. Contact Support: Email [email protected] with your refund request
2. Provide Information: Include your account email, subscription details, and reason for refund
3. Review Process: We'll review your request within 3-5 business days
4. Decision Notification: You'll receive an email with our decision and next steps
5. Processing Time: Approved refunds are processed within 7-10 business days

5.2 Required Information for Refund Requests

• Account email address
• Approximate date of payment
• Last 4 digits of payment method used
• Reason for refund request
• Description of any issues experienced
• For Family Hubs: confirmation you are the Hub administrator

6. Data Handling During Refunds

6.1 Content Preservation

• During Review: All content remains accessible during refund review
• After Refund: Account converted to Free plan with 10GB limit
• Content Exceeding Limit: 30 days to reduce content or upgrade
• Data Export: Full export available before any content removal
• Account Deletion: Only if specifically requested by user

6.2 Circle and Album Access

• Shared content in circles remains accessible to other members
• Personal albums revert to Free plan limitations
• Album sharing capabilities may be restricted based on plan

6.3 Family Hub Content

• Hub content remains accessible to all members during review
• Upon Hub subscription refund, Hub converts to read-only
• Members can transfer content to personal storage
• Administrator can export all Hub data before closure

7. Dispute Resolution

7.1 Internal Resolution

• First contact our billing support team
• Escalation to management if needed
• Good faith effort to resolve all disputes

7.2 Payment Provider Disputes

• Stripe payment disputes handled according to their policies
• We cooperate fully with legitimate dispute investigations
• Chargeback procedures followed per payment processor requirements

8. Special Circumstances

8.1 Service Outages

• Extended outages (>24 hours): Automatic service credit
• Repeated outages: Eligible for partial refunds
• Planned maintenance: No refund eligibility
• CDN or third-party outages: Handled case-by-case

8.2 Data Loss

• Service-related data loss: Full refund + service credits
• User-caused data loss: No refund eligibility
• Third-party service failures: Handled case-by-case
• Moments expiration: By design, not refundable

8.3 Account Termination

• Voluntary termination: Standard refund policy applies
• Policy violation termination: No refund eligibility
• Fraudulent activity: No refund eligibility

9. Plan Upgrades and Downgrades

9.1 Upgrades

• Prorated billing for the remainder of current period
• Immediate access to additional storage
• 30-day satisfaction guarantee applies to upgrade difference

9.2 Downgrades

• Take effect at next billing cycle
• No refund for unused portion of current plan
• Must reduce storage usage before downgrade takes effect
• 30-day notice to reduce content if over new limit

10. Refund Processing

10.1 Processing Timeline

• Request Review: 3-5 business days
• Refund Processing: 5-7 business days after approval
• Bank Processing: 3-10 business days (varies by bank)
• Total Timeline: Up to 3 weeks from request to bank account

10.2 Refund Method

• Refunds issued to original payment method only
• Credit card refunds: Back to the same card
• Bank transfer refunds: Same bank account
• Alternative methods only for closed accounts (case-by-case basis)

12. Policy Updates

This refund policy may be updated to reflect:

• Changes in payment processing
• New subscription plans or features (Personal or Family Hub)
• Legal or regulatory requirements
• Customer feedback and service improvements

Material changes will be communicated via email and in-app notifications at least 30 days before taking effect.

This refund policy is designed to be fair, transparent, and customer-friendly. We believe in building long-term relationships with families through excellent service and fair practices.