Refund policy

The short version

Change your mind within 14 days of buying a year's keepsakes and we'll give you your money back, no questions asked. You don't need to give a reason, and it doesn't matter how much you've used it.

How to ask

Reply to the email that has your key, or write to [email protected]. Please say the email address you bought with. We don't need your card details, and we'll never ask for them.

What happens next

• We refund the whole payment through Stripe, to the card you paid with, within 14 days of you asking (usually much sooner). Your bank decides how long it then takes to show.
• That year's key stops working. The next time your device is online, that year's keepsakes lock again and the app shows a short note saying so. Other years you've bought aren't affected. Everything you've entered stays on your device, and you can still download it.
• We don't keep a record of why you asked.

Other refunds

• Paid from outside the UK. Small Counts is for UK buyers. A payment with a billing address outside the UK is refunded in full automatically and no key is issued.
• Charged but nothing unlocked. If you were charged and didn't get a key, write to us and we'll sort it out or refund you.
• After 14 days. If something's wrong, write to us anyway. We'll look at it kindly. Your legal rights under UK consumer law aren't affected by this policy.