Returns and Refunds Policy

1. Who we are

Keepsake Family History Ltd, a company registered in England and Wales (company number 16998920), registered office Digital Mansion, Pickwick Road, Corsham, Wiltshire SN13 9BL, United Kingdom. For anything in this policy, contact us at support@keepsakefamilyhistory.com.

2. Subscriptions

You can cancel a paid subscription at any time from your account settings. Cancelling turns off renewal for the next billing period. It doesn't refund the period you're already in, except where the law requires it or one of the points below applies.

• Faulty service: if a paid feature you're relying on is genuinely broken, tell us and we'll fix it, extend your access, or refund the affected period, whichever is fairest.
• Your right to cancel: where UK law gives you a right to cancel a subscription, we'll honour it on the terms the law allows, including any refund it requires.
• Nothing here affects your statutory consumer rights, including your rights under the Consumer Rights Act 2015.

3. The printed book

Because every book is built around your own photos, story and choices, it counts in law as personalised or made-to-order. That has one important consequence and one that doesn't change:

• No 14-day cooling-off cancellation once your order goes into production. Personalised goods are specifically excluded from the standard right to cancel an online order for any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
• Your right to a correct, undamaged book is not affected. If your book arrives damaged, misprinted, or different from what you ordered, that's covered below regardless of the personalisation exemption.

If your book arrives damaged, faulty or wrong

Under the Consumer Rights Act 2015, you have:

• The right to a full refund or free reprint if you tell us within 30 days of delivery that the book is faulty, damaged, or doesn't match your order.
• The right to a repair, reprint, or refund if a fault comes to light after that, for up to 6 months from delivery.
• This right can't be reduced or removed by anything else we say in our terms, and it applies whether or not the book was personalised.

To report a problem, email support@keepsakefamilyhistory.com with your order number and a photo of the issue. Where a return is needed, we'll cover the cost of sending it back, so you won't be left out of pocket for our mistake.

Before your book is printed

If you contact us before your order has entered production, we will cancel it and refund you in full. Once printing has started, the personalisation exemption above applies and the order can no longer be cancelled for a change of mind.

4. Courses

• Your right to cancel: where UK law gives you a right to cancel a course booking, we'll honour it on the terms the law allows, including any refund it requires.
• Otherwise: course fees are not refundable for a change of mind, or for sessions you miss.
• If we change or cancel a course: our Terms of Service explain what we'll do, including refunding any part we cancel and can't replace.
• Anything included with a course: a printed book follows section 3 once it is ordered, and included membership follows section 2.

5. How refunds are paid

Where a refund is due under this policy, we'll process it within 14 days of confirming you're entitled to it (or, for a returned book, within 14 days of receiving it back or evidence you've sent it). Refunds go back to your original payment method.

6. Your statutory rights

This policy is a summary written in plain language to help you understand your options. It doesn't replace or limit your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If anything in this policy conflicts with those rights, the law takes precedence.

7. Changes to this policy

We may update this policy from time to time, for example as new features launch. The version in force is the one published on our website at the time of your order.