Refund Policy

1. Your legal right to cancel (EU, EEA and UK)

If you're a consumer in the European Union, the European Economic Area or the United Kingdom, you have a statutory right to withdraw from a subscription within 14 days of taking it out. You don't have to give a reason.

To use it, email [email protected] with a clear statement that you're withdrawing. A sentence is enough. We'll confirm receipt and refund you within 14 days of getting it, to the payment method you used.

1.1 The one thing to know about starting straight away

Keepr Circle starts working the moment you subscribe — that's the point of it. When you subscribe you ask us to begin immediately, and you acknowledge that you'll owe a proportionate amount for the part of the period you've used if you then withdraw.

In practice, on a monthly plan a few days' use is worth a euro or two, and we don't deduct it — see section 2. We're telling you about it because it's your right to know, not because we intend to charge you for it.

2. Our own 30-day guarantee

Beyond the statutory right, we offer every new subscriber — anywhere in the world — a full refund within 30 days of their first payment on a plan, no proportionate deduction, no reason needed.

It applies to your first subscription, and to the difference in price when you upgrade. It's a promise we're making voluntarily; it sits on top of section 1 rather than replacing it.

For a Family Hub, the refund goes to the billing administrator who paid. Hub members don't have a billing relationship with us.

3. When we refund outside those windows

After 30 days, renewals aren't normally refunded — but "normally" is doing real work in that sentence. Get in touch if any of this applies:

• You were charged incorrectly — a duplicate payment, the wrong plan, a charge after you cancelled. We refund these in full, always.
• You didn't authorise the payment. Tell us and we'll investigate.
• Something was broken and stopped you using what you'd paid for, and we couldn't fix it in reasonable time.
• You forgot to cancel and haven't used the plan. We'd rather refund a renewal nobody wanted than keep money from someone who'll notice and resent it. Ask.
• The Service didn't do what we said it does. Under Dutch and EU consumer law you're entitled to a service that matches its description, and to a remedy where it doesn't.

We don't refund where an account was closed for breaking the Terms and Conditions, or where a refund is being used to get a paid plan for free repeatedly.

We do not refuse a refund because of how much storage you've used. Whether you uploaded one photo or filled the plan makes no difference to your rights.

4. If you bought through the App Store or Google Play

Subscriptions bought inside our iOS or Android app are processed by Apple or Google, not by us. We can't refund them — you'd need to request it through Apple or Google directly, under their refund rules.

Your statutory withdrawal right still exists; it's just exercised through the store that took the payment. Tell us anyway and we'll help you get to the right place.

5. How to ask

1. Email [email protected] from the address on your account.
2. Tell us roughly when you paid and, if you like, what went wrong. You don't have to give a reason inside the 14-day or 30-day windows.
3. We'll reply within 3 business days.
4. Approved refunds go back to the original payment method. We start them within 3 business days of approving, and always within the 14 days the law requires for a statutory withdrawal.
5. Your bank or card issuer then takes its own time — usually 3 to 10 business days.

Please don't send us your full card number. The last four digits are enough if we need to match a payment, and often we don't need even that.

6. What happens to your photos

Nothing, unless you ask.

Content you'd shared into circles stays visible to the people you shared it with. Your account is only deleted if you specifically ask for that — see closing your account.

7. Failed payments aren't a refund question

If a payment fails on a personal account, you keep full access for 14 days while we retry; after that it becomes read-only. A Family Hub becomes read-only straight away, with 30 days to sort the payment out.

Either way, read-only means everything stays visible and downloadable and only new uploads stop, it lasts indefinitely rather than converting into deletion at some point, nothing is deleted, and paying again restores everything immediately.

We don't charge fees for a failed payment or a retry.

8. Changing plans

• Upgrading takes effect immediately and is prorated for the rest of the period. Our 30-day guarantee covers the extra you paid.
• Downgrading takes effect at the end of the period you've already paid for, so you keep what you bought.
• If you'd be over the limit after downgrading, you don't lose anything — the account becomes read-only until you free up space or move back up.
• Cancelling stops the next renewal. You keep the plan until the end of the current period.

9. Outages

We don't offer a service level agreement or uptime guarantee, and we don't have an automatic credit scheme — we'd rather say so than describe one that doesn't exist.

What we do: if an outage was long enough to have genuinely cost you the use of what you paid for, email us and we'll sort out a fair credit or refund. Planned maintenance is announced in advance and isn't treated as an outage.

10. If we can't agree

Email [email protected] first — nearly everything is resolved there. If it isn't, ask for it to be escalated and a person will look at it again.

You can also raise a dispute with your bank or card issuer, and you keep every right you have under Dutch and EU consumer law, including going to court. There is no arbitration clause and nothing here asks you to give up a legal remedy. Section 19 of the Terms and Conditions sets out which courts.

If you do open a chargeback, please tell us too. We'd usually rather refund you directly and quickly than argue about it through a payment processor.

11. Changes to this policy

If we change this policy in a way that reduces your rights, we'll email you at least 30 days before it takes effect. Changes that only add to your rights, or that fix a typo, take effect when published and the date at the top changes.

The version that applies to a refund is the one in force when you paid.

If you're asking for a refund because Keepr Circle let you down, we'd genuinely like to know what happened — after we've refunded you, not as a condition of it.