A straightforward refund policy.

1. What this policy covers

This policy applies to one-off GuestiGram Starter, Pro and Max plan purchases and paid upgrades. It forms part of the Terms of Service.

Paddle is the merchant of record for GuestiGram purchases and handles checkout, receipts, applicable sales taxes and the payment-side refund process. Paddle's Buyer Terms and Refund Policy also apply.

2. Full-refund eligibility before a media upload

A customer may request a full refund during the purchased plan's access period provided that no media has been uploaded to the event.

Creating the event, choosing a template, entering event details, adding guest groups, preparing invitations, creating a seating plan or configuring the menu does not by itself prevent this discretionary refund. Eligibility ends when the first media upload is successfully persisted for the event.

3. Once media has been uploaded

Once any photograph, video, voice note or other media attachment has been uploaded to the event, the service is treated as used for refund-policy purposes and no discretionary refund will be given. This remains the case if the upload is awaiting approval, declined, hidden, moved between albums or later deleted.

We retain limited technical metadata sufficient to verify that media collection occurred, even if the uploaded media or the event itself is subsequently deleted by the host. This evidence contains no media, filename or guest identity and is retained only as reasonably necessary to administer refunds, prevent fraud and establish, exercise or defend legal claims, as explained in our Privacy Policy.

The rule applies because GuestiGram has begun providing the paid collection, processing, storage and event-media service. It does not affect the mandatory rights described below.

4. Mandatory consumer rights and service faults

In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, when a host selects a paid plan and checks the immediate-access acknowledgement before Paddle checkout, the host expressly requests and consents to GuestiGram beginning supply during the statutory 14-day cancellation period. For digital content not supplied on a tangible medium, the host acknowledges that the right to cancel that digital-content supply is lost once supply begins after that express consent and acknowledgement.

GuestiGram also supplies service elements. For those elements, the cancellation right is not lost merely because performance begins. Where applicable, a consumer who cancels during the cancellation period after expressly requesting an early start may be required to pay a proportionate amount for the service supplied up to cancellation. The cancellation right for a service is lost once the service has been fully performed following the legally required request and acknowledgement.

If the service is faulty, materially misdescribed, not supplied with reasonable care and skill, or unavailable in a way that creates a legal right to a remedy, contact us even if media has already been uploaded. We will assess the issue and coordinate with Paddle where appropriate.

Where a service fault creates a right to a refund or price reduction after some value has already been received or media has been collected, the amount may be calculated proportionally by reference to the severity and duration of the fault, the portion of the access period affected and the value already supplied. Depending on the circumstances and applicable law, that reduction may range up to the full price. This paragraph does not reduce any mandatory remedy.

5. How to request a refund

Email support@guestigram.com from the host account email where possible. Include the host account email, event URL, selected plan, purchase date and Paddle transaction reference. Do not include a complete card number, security code, password or verification code.

You may also contact Paddle Buyer Support. We may verify whether any media upload has been recorded and may ask for enough information to identify the transaction securely.

6. Review and payment processing

We will review a request against this policy and any applicable legal rights. If approved, the refund is submitted through Paddle. Paddle normally returns funds to the original payment method and controls banking and card-network processing times.

A refund may take time to appear after approval. Currency-conversion differences, bank handling and payment-method timing are outside GuestiGram's control. Paddle will provide the authoritative transaction status.

7. Upgrades, discounts and duplicate payments

For an upgrade, refund eligibility is assessed for the event as a whole. If media was uploaded before or after the upgrade, the discretionary no-media refund is not available, although mandatory rights continue to apply.

An approved full refund returns the amount actually paid after any discount. Suspected duplicate or incorrect charges should be reported promptly and will be investigated with Paddle.