Refunds & Cancellation

In short

• You can build and preview for free. You only pay when you are ready.
• You have 14 days to cancel a purchase. Your invitation goes live straight away, so at checkout we ask you to confirm that you want that and that the right to cancel ends once access starts.
• If something is faulty or not as described, you have legal remedies whatever you ticked.
• Bought your code on Etsy? Etsy's refund route applies.
• No VAT is charged. Refunds are for the full amount you paid, subject to the rules below.

1. Your 14-day right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you can cancel a purchase within 14 days of the day the contract is made, without giving a reason. To cancel, email [email protected]with your name, the email you used to order and your invitation link. You can use any clear statement. You may use this model wording if you like: “I hereby give notice that I cancel my contract for the supply of the OurGuestbook service ordered on [date]. Name, email, invitation link.”

If you cancel in time we refund what you paid within 14 days of receiving your notice, to the card or payment method you used. Cancelling takes your page offline.

2. Immediate access, and when the right ends

Your invitation is a digital service that starts as soon as you pay. Before you pay we ask you to tick a box saying:

“I want access straight away. I understand I lose my 14-day right to cancel once the download or access starts.”

We cannot take payment unless you tick it, and Stripe shows the same wording on the payment page. Your receipt and the confirmation page say: “You asked for immediate access and acknowledged that your 14-day cancellation right ends once access starts.”

What that means in practice:

• If you cancel within 14 days and your page has been activated:you can still cancel, but you pay for what you have already had. We work that out in proportion to the plan's hosting period used up to the moment you told us, and refund the rest.
• Once the service has been fully performed (for example the hosting period has ended), the right to cancel has gone, because you asked for the service to start straight away and we completed it.

The teaser film add-on is a one-off digital file. If you cancel within 14 days before the film has been delivered, you pay only for work already done, in proportion. Once the film has been delivered, the right has gone on the same basis.

3. If something is wrong

Separately from the right to cancel, the Consumer Rights Act 2015 applies to digital content and services. If what we supply is faulty, not as described or not delivered with reasonable care and skill:

• we will repair it or supply it again, free of charge, within a reasonable time;
• if that cannot be done, or it is not done in a reasonable time, you can ask for a price reduction or a full refund; and
• we refund within 14 days of agreeing you are entitled to one.

Please email [email protected] with what went wrong and your invitation link. We will not ask you to give up these rights.

4. Codes bought on Etsy

If you bought your plan as a code on Etsy, the sale was made through Etsy, so refunds for that purchase follow Etsy's refund route: open your order on Etsy and contact the seller or use Etsy's case process. If you have already redeemed the code on our site and the service is faulty, the remedies in section 3 apply and you can contact us directly.

5. Hosting extensions

Any hosting extension you buy later follows the same rules: a 14-day right to cancel, lost only if you ask for the extension to start immediately and acknowledge that at checkout.

6. Questions

POLICYANDPLAY LTD (company no. 17253846). Email [email protected]. See also our Terms.