1. Our Satisfaction Guarantee
14-Day Money-Back Guarantee
If you are not completely satisfied with your Family Memory Book subscription within the first 14 days of your paid plan, contact us and we will issue a full refund — no questions asked.
We are committed to providing a platform that genuinely helps families preserve their heritage. If we fall short of that promise, we want to make it right.
2. Refund Eligibility
You are eligible for a full refund if:
- Your refund request is submitted within 14 days of the original purchase date.
- You have not previously received a refund for a Family Memory Book subscription.
- Your account is in good standing (not suspended for violation of our Terms).
After the 14-day window, refunds are granted at our discretion for exceptional circumstances such as:
- Significant technical failures that prevented you from using the Service.
- Accidental duplicate charges or billing errors.
- Renewals where you were not notified of the upcoming charge (as required by our Terms).
3. How to Request a Refund
Requesting a refund is simple. Please follow these steps:
Email our support team
Send an email to refunds@familymemorybook.com from the email address associated with your account.
Include your order details
In your email, include your full name, the email on your account, and your purchase date or order reference number.
Tell us what happened (optional)
Your feedback helps us improve. If you're comfortable sharing why you're requesting a refund, we'd appreciate it — but it's not required.
Receive your refund
Once approved, your refund will be processed to your original payment method within 5–10 business days.
4. Processing Time
- Refund approval: We will respond to your refund request within 2 business days.
- Processing time: Once approved, please allow 5–10 business days for the refund to appear on your bank statement, depending on your card issuer or bank.
- Currency: Refunds are issued in the same currency and to the same payment method used for the original purchase.
5. Non-Refundable Items
The following are not eligible for refunds:
- Refund requests submitted more than 14 days after the purchase date (except in exceptional circumstances).
- Accounts that have previously received a refund for any Family Memory Book subscription.
- Accounts suspended due to violation of our Terms and Conditions.
- Partial month usage on Monthly plans — subscriptions are charged monthly in full, not on a daily basis.
6. Cancellation Policy
You may cancel your subscription at any time through your Account Settings. Cancellation is effective immediately — your plan will not auto-renew at the next billing cycle.
Upon cancellation:
- You will retain access to Premium features until the end of your current billing period.
- Your family tree data will remain accessible on the Free plan (subject to Free plan limitations).
- If you wish to export all your data before cancelling, use the Export feature in your dashboard.
Cancellation alone does not trigger a refund unless it is within the 14-day guarantee window. Please contact us if you believe you qualify for a refund at the time of cancellation.
7. Free Plan
The Free plan is provided at no cost and is therefore not subject to refunds. If you are on the Free plan and wish to delete your account and data, you may do so at any time through Account Settings → Delete Account.
8. Disputes and Chargebacks
If you believe an error has been made on your account or you have been charged incorrectly, please contact us before initiating a chargeback with your bank. We resolve the vast majority of billing issues quickly and amicably.
Initiating a chargeback without first contacting us may result in your account being suspended during the dispute process. We are always happy to resolve billing concerns directly.
9. Contact Us
For refund requests or billing questions, please reach us at:
- Refunds email: info@b2bseomarketing.com
- General support: info@b2bseomarketing.com
- Contact form: /contact
Our support team is available Monday to Friday, 9am–6pm GMT. We aim to respond to all refund requests within 2 business days.