1. Overview

Memorial.Earth operates as a charitable platform where candle purchases are donations to charity. This Refund Policy outlines the circumstances under which refunds may be issued for candle purchases.

2. Nature of Candle Purchases

When you purchase a candle on Memorial.Earth, you are making a charitable donation. The purchase:

• Extends the memorial's lifespan (6 days per $1 USD donated)
• Creates a permanent candle associated with the memorial
• Contributes 100% of profits to charity
• Is immediately processed and applied to the memorial

3. Refund Eligibility

3.1 General Policy

Due to the charitable nature of candle purchases and their immediate application to memorials, refunds are generally not available. However, we may consider refund requests in the following exceptional circumstances:

3.2 EU/UK 14-Day Withdrawal Right

Under EU and UK consumer protection laws, you normally have 14 days to withdraw from an online purchase. However, for candle purchases, this right is limited because:

• The service (candle lighting) is fully performed immediately upon purchase
• The candle is permanently associated with the memorial and cannot be "returned"
• Funds may be immediately directed to charity as a donation

If you contact us within 14 days of purchase and the candle has not yet been fully applied to the memorial, we will consider your withdrawal request on a case-by-case basis.

3.3 Eligible Refund Scenarios

Refunds may be considered if:

• Technical Error: A technical error resulted in an incorrect transaction amount or duplicate charge
• Unauthorized Transaction: Your payment method was used without your authorization (subject to verification)
• Processing Error: The candle was not properly applied to the memorial due to a system error
• Accidental Purchase: You accidentally purchased a candle and contact us within 24 hours of the transaction (subject to review)

3.4 Non-Eligible Scenarios

Refunds will not be issued for:

• Change of mind after purchase
• Disagreement with memorial content
• Dissatisfaction with the memorial's appearance or functionality
• Requests made more than 30 days after purchase
• Purchases made with the intention of testing the refund process

4. Refund Request Process

4.1 How to Request a Refund

To request a refund, please:

1. Contact us through our support page at /support
2. Provide your transaction details (order number, date, amount)
3. Explain the reason for your refund request
4. Include any relevant documentation or evidence

4.2 Review Process

All refund requests will be reviewed on a case-by-case basis. We will:

• Acknowledge your request within 48 hours
• Review the circumstances and transaction details
• Verify the eligibility of your request
• Respond with our decision within 7-10 business days

5. Refund Processing

5.1 Approved Refunds

If your refund request is approved:

• Refunds will be processed to the original payment method
• Processing time is typically 5-10 business days
• The associated candle will be removed from the memorial
• The memorial's lifespan will be adjusted accordingly

5.2 Partial Refunds

In some cases, we may issue partial refunds if only a portion of the transaction qualifies for a refund.

6. Chargebacks

7. Charitable Donations

Please note that because candle purchases are charitable donations, refunds may affect the charitable contributions already made. In cases where funds have already been distributed to charity, we will work with you to find an appropriate resolution.

8. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on this page. We encourage you to review this policy periodically.