30-day satisfaction guarantee on all first-time charges — the Keepsake gift ($199 one-time), Family ($149/yr), and Heritage ($299/yr or $499 one-time).
Annual Subscriptions (Family $149/yr · Heritage $299/yr)
- First 30 days: full refund for any reason. Email billing@theheirloom.ai.
- After 30 days: prorated refunds are not provided, but you can cancel anytime and continue to use the service through the end of your paid period.
- Annual plans: if cancelled between days 31–90 due to a genuine service failure, we will refund the unused portion on case-by-case review.
Keepsake ($199 one-time)
- First 30 days: full refund for any reason. Email billing@theheirloom.ai.
- Printed Memory Book copies — after entering the print queue, before shipment: 50% refund of the print charge (printing costs are incurred).
- After shipment: no refund, but we will reprint at no charge for manufacturing defects or damage in transit.
Heritage ($299/yr or $499 one-time)
- First 30 days: full refund for any reason.
- Annual plan after 30 days: prorated refunds are not provided, but you can cancel anytime and keep access through the end of your paid period.
- One-time ($499) after 30 days: non-refundable; your family's archive and voice clone remain yours.
Exceptions we always honor
- Unauthorized charges — reversed immediately.
- Duplicate charges — reversed immediately.
- Billing errors on our side — reversed + goodwill credit.
- Death of the purchasing account holder — pro-rated refund on request from next of kin with death certificate.
How to request a refund
- Email billing@theheirloom.ai with your account email and order details.
- We respond within 2 business days.
- Approved refunds reach your original payment method in 5–10 business days.
Chargebacks
Please contact us before initiating a chargeback. Nearly every dispute we've ever received could have been resolved faster and more satisfactorily by emailing us first.