Cancellation and refund policy

How to request a cancellation or refund

Use the request form in our Privacy Centre and choose “Billing, cancellation or refund”. Include the email used to order, your Memory House name and any payment reference. Do not send card details. We record your request and provide a reference number. Our team verifies the purchase before changing access or issuing a refund. You can also use the contact details on your order correspondence.

Annual Memory House memberships

Personal, Shared and Managed memberships are paid for a 12-month period in advance when checkout is enabled. The price and period are shown before payment. A membership does not automatically renew or create a recurring card charge under our current checkout. We will seek your agreement before any future renewal payment.

You may cancel at any time. A cancellation stops any future renewal and optional reminders. If you do not request a refund for unused months, your house remains available for the paid period, subject to the published usage allowances. If you take the refund for unused months, collecting ends after the current paid month. You may export your original media and captions before closure. Cancelling a membership does not itself delete your memories; deletion requests are handled separately under our privacy process.

If you cancel within seven calendar days after paying, we refund the membership in full. After that, we refund any complete unused months in the current paid period at one twelfth of the annual membership price per unused month. We do not charge a cancellation fee. If the service was not activated or we cannot provide it, we refund the amount paid for the undelivered service. Any additional rights under applicable law still apply.

Credit-based PDF exports

For new credit-based houses, the designed digital PDF uses export credits with no separate album fee. One credit is used per newly exported photo only when its completed PDF is available. Ordinary edits and repeat exports of those photos are free. If PDF generation fails, no credits are used. The online preview and the owner's export of original photos and captions do not require a separate album purchase. See our terms of use for export-credit allowances and house add-ons.

Previously purchased digital albums

Existing rights for separately purchased digital albums remain unchanged. You may cancel a digital album order for a full refund within seven calendar days of payment. If the file is missing, defective or materially different from the approved edition, we will correct it or offer a refund. A digital album included with a print order is not charged for separately.

Previously accepted printed orders

Memory House is not accepting new printed-book orders or quote requests during the digital launch. The following terms remain for any print orders previously accepted.

A print quote request does not take payment. We show the final price, production specifications and delivery charge for your approval before payment. If you cancel after paying but before print production begins, we refund the print order in full. If production has begun, we explain and deduct only reasonable, demonstrable costs already incurred for your custom order and refund the balance. Once dispatched, a change of mind about a custom-made album does not normally qualify for a refund. We will repair, replace or refund an album that is damaged, defective, incorrect or not supplied as agreed, in line with your legal rights.

Refund timing and payment method

We confirm the outcome after reviewing the order and initiate an approved refund through the original payment method, ordinarily within ten business days of approval. The payment provider and your bank may take additional time to return the funds. We do not ask you to disclose a card number or PIN to request a refund.

Free memorial houses and legal rights

A memorial Memory House and its digital album have no membership or digital-album charge. Any previously accepted printed order follows the historical print terms above. This policy does not limit rights that cannot lawfully be excluded under South African consumer law. If a separately negotiated organisational agreement has different terms, we will show those terms before payment.