Legal · Eighteen O Nine Limited
Refund and Cancellation Policy
In short. There is no trial because the free plan is permanent. The Heirloom Pass is paid yearly. You can cancel any time and keep what you paid for until the year ends. Within 30 days of your first purchase we refund in full if you ask. Card refunds are processed by Paddle; M-Pesa refunds are sent back to the number that paid.
1. The free plan
Free, for as long as you like. No card or phone number is needed to use it. There is no time-limited trial.
2. Buying the Heirloom Pass
USD 27 a year for the whole family; the price shown at the time is the one that applies. You can pay by card (through Paddle, our payment partner and Merchant of Record — your purchase is from Paddle under Paddle's Buyer Terms) or by M-Pesa (through Safaricom; the KES amount is shown before you approve the prompt).
3. Renewal
- Card: renews automatically each year at the then-current price. We email you about 7 days before. Change or cancel from Plan & data or Paddle's customer portal.
- M-Pesa: does not renew by itself. About 14 days before your year ends we email you and show a Renew with M-Pesa button. Renewing early never costs you days — the new year starts when the current one ends.
4. Cancellation
Cancel at any time from Plan & data (custodians only). Your Pass stays active until the end of the year you paid for; it is not charged again; then your family returns to the free plan with everything kept — people, photos, recordings and stories. Cancelling does not refund the remaining part of the year, except in the cases in section 5.
5. Refunds
| Situation | What happens |
|---|---|
| First purchase, requested within 30 days | Full refund, no questions. |
| Renewal (card auto-renewal or M-Pesa renewal), requested within 14 days of the charge | Full refund of that renewal; the Pass ends when the previous year ended. |
| Duplicate or double payment | Refunded in full as soon as we see it; our system flags them automatically. |
| We removed something your Pass included during a paid year | Pro-rata refund of the rest of the year (Terms 9.2). |
| Statutory rights | If you are a consumer in the EU, UK or another country with a withdrawal right, you have at least 14 days from a first purchase to withdraw for a full refund; Paddle handles this for card purchases and we honour it for M-Pesa. |
| Otherwise | Payments are non-refundable, except where the law of your country says otherwise. |
Refunds go back by the original method: to your card via Paddle (usually within 14 days), or to the M-Pesa number that paid. A refund ends the Pass at the end of the period already covered; nothing in your archive is deleted. We never claw back a plan because a refund was made — the family keeps the Pass to the end of the period, and the refund is recorded as a credit note.
How to ask: email support@example.com from the account's address with the invoice or receipt number. For card purchases you may also use the "Request refund" link on your Paddle receipt or at paddle.net; Paddle will coordinate with us.
6. Failed and late payments
- Card: Paddle retries a failed renewal for about two weeks and emails you. Your family keeps the Pass for 14 days' grace after the year ends. If the payment still fails, the family returns to the free plan; nothing is deleted; renew whenever you are ready.
- M-Pesa: if you do not renew, the same 14 days' grace applies, then the free plan. An M-Pesa prompt you cancel on your phone changes nothing.
7. Chargebacks and disputes
Please contact us before disputing a charge with your bank — almost everything is solved by a reply. Paddle, as Merchant of Record, handles card disputes and may suspend the Pass while a chargeback is open; a charge that is later shown to be valid may be re-collected.
8. Upgrades, downgrades, coupons
A family on the free plan upgrades by paying; the Pass starts at once. A downgrade is a cancellation (section 4). Coupons apply to the purchase they are entered on, once per family, and do not reduce renewals unless the coupon says so.
9. Taxes and currency
Prices are in USD. Paddle adds or includes the tax of your country as the law requires and issues the receipt. M-Pesa amounts are converted at the rate shown before you pay; refunds of M-Pesa payments are made in KES for the amount actually paid.
10. Contact
support@example.com · Eighteen O Nine Limited.