Refund Policy

This policy explains how refunds and cancellations work for paid Storykept plans and gifts. It sits alongside our Terms of Service. Payments are processed by our payment provider, Stripe. For paid subscriptions Stripe may act as merchant of record; for personalised printed books and gifts, Storykept is the seller of record and Stripe processes the card payment. Refunds are issued through Stripe and appear on the same card or account you paid with.

14-day money-back guarantee

If you're not happy with a paid plan, email us within 14 days of your first payment and we'll refund it in full — no questions asked. This applies to your first charge on a new subscription (monthly or annual). Your stories and recordings stay yours; a refund simply returns your account to the Free plan, and you can export everything first.

Renewals & cancellation

You can cancel at any time from your billing settings. When you cancel, you keep your plan until the end of the period you've already paid for, and you are not charged again.

Renewal payments (the charges after your first one) are not refundable, because you can cancel before any renewal to avoid it. We send a reminder before an annual plan renews so a renewal never takes you by surprise. If a renewal does catch you out — for example you meant to cancel and didn't — email us and we'll do our best to make it right.

Gift subscriptions

Gifts have their own timeline because someone else redeems them:

• Before it's redeemed: you can cancel an un-redeemed gift within 14 days of purchase for a full refund of the subscription. If you added a physical Gift Kit and it has not yet been submitted to print, we refund that too.
• After it's redeemed: the gift is non-refundable, but it never renews automatically — an annual gift runs for one year and then simply stops unless you or the recipient choose to extend it. There is no auto-renewal trap.
• Printed books and booklets: once a personalised book or Gift Kit booklet has been submitted to print, it is made to order and usually cannot be cancelled for a change of mind. If it arrives damaged, materially misprinted, or is lost in transit, contact us and we will arrange a reprint, replacement, or refund.

Your statutory rights (EU)

If you are a consumer in the EU, you have a statutory right of withdrawal for digital services. Our 14-day money-back guarantee is offered in addition to — and never instead of — any rights you have under EU and Austrian consumer law. Nothing in this policy limits those rights.

Duplicate or failed charges

If you were charged twice, charged after cancelling, or see a payment you don't recognise, contact us — we'll investigate and refund any error in full, outside the 14-day window.

How to request a refund

Email hello@storykept.app from the address on your account, and tell us which charge you mean. We aim to reply within a few business days. Refunds are issued through Stripe to your original payment method and usually appear within 5–10 business days, depending on your bank.