We want you to feel at ease using Lovekept's memorial services. Since most of what we offer is digital and frequently personalized, refunds follow the specific rules laid out below. Delaware law governs this Refund Policy, which should be read together with our Terms of Service.
1. Refund Request Timeframe
Please send any refund request within thirty (30) days of the date of your original purchase. Some products, as described in the sections below, are non-refundable or refundable only in limited circumstances, and those sections control. We may still review requests that arrive after that window, but we cannot guarantee they will be granted.
2. Memorial Upgrade and Digital Services
Building a memorial on Lovekept costs nothing, and keeping it online costs nothing. There is no trial, no expiry date, and no charge for hosting a memorial, so there is nothing to refund for the memorial itself. A free memorial does carry a cap on how many photos and videos it can hold, and the current cap is shown in the product.
Memorial Upgrade is a separate, optional, one-time purchase, currently $79. It removes that media cap, unlocks private, password-protected sharing, and includes a tree planted in the person's memory. Because it is a digital service that takes effect the moment you pay for it, it is generally non-refundable once you have begun using what it unlocks. The tree included with an upgrade is governed by Section 3 below: once it has been passed to a planting partner for fulfillment, that part of the purchase counts as performed.
As a courtesy, and at our reasonable discretion, we will refund an upgrade where a technical error is confirmed, such as a duplicate charge or an accidental double payment, or where you ask soon after buying and before you have meaningfully used the added storage or private sharing. Every such request is still subject to the thirty (30) day window in Section 1.
Purchases made before hosting became free. We previously sold a one-time product called Memorial Preservation, which included permanent hosting. If you bought it, your memorial keeps every benefit of it and is treated as upgraded. Permanent hosting later becoming free for everyone is not on its own a ground for a refund of that earlier purchase. You are still welcome to write to us, and we will review the request under Section 1 and the courtesy rule above.
If we reintroduce paid hosting in the future, it will apply only to memorials created after that change takes effect, and it will not place an existing memorial on a trial or an expiry date. As the final section of this policy explains, anything you purchased before a change took effect stays governed by the Refund Policy that was in place at the time.
3. Tree Plantings
Outside environmental organizations carry out tree planting orders. Once an order has been passed to them for fulfillment, the service is treated as performed and is non-refundable.
On the rare occasion that an order cannot be completed even after Lovekept and its partners have made reasonable attempts, we will either arrange for it to be fulfilled another way, for example through a different partner organization, or issue a full refund at our discretion. We will let you know if your order cannot be fulfilled.
4. Flower Orders
Third-party florists fulfill flower orders. After an order has been processed and sent to the florist, it counts as a perishable good and is non-refundable.
If something goes wrong with delivery, for instance the flowers never arrive, arrive badly damaged, or the wrong order shows up, please write to us at support@lovekept.co within 48 hours of the scheduled delivery date. We will take it up with the florist to help reach a resolution, which might be a replacement delivery or a refund granted at the florist's discretion. Because Lovekept is not the direct seller of the flowers, we cannot guarantee floral refunds on our own.
5. Fundraiser Donations
A donation made through a Memorial Fundraiser is a voluntary gift. Whether it can be refunded depends on where the funds are at the moment we process your request. To ask for a refund, write to support@lovekept.co within 30 days of the donation. A person on our team reviews every request.
While Lovekept still holds the funds. We refund your donation in full to your original payment method. A donation funded by a bank payment can be refunded once the payment finishes clearing. We may delay a refund while we review suspected fraud or abuse of the refund process.
After the net amount has been transferred to the organizer's connected account. At this stage Lovekept no longer holds the funds. We review your request and make reasonable efforts to recover the amount where that is practicable, including asking Stripe to reverse the transfer. A refund here is generally issued only if we recover the amount first, and we may decline the request where recovery does not succeed. We may still choose to refund you without recovering the funds, and we will do so where applicable law or payment network rules require it, including for an unauthorized, duplicate, or erroneous charge.
After the funds have been paid out to the organizer's bank. We do not reverse completed payouts to satisfy a refund request. Please speak with the organizer directly, since the organizer now holds the funds. You can still contact support, and we will explain what, if anything, is possible.
A refund returns the donation amount only. Tips to Lovekept, and the mandatory 5% recurring fee on monthly donations, are separate payments and are refunded separately; they are not returned automatically when a donation is refunded. If you would like a tip or a recurring fee returned as well, simply say so when you email support@lovekept.co, and our support team will review that request too. We grant these returns at our discretion, and where applicable law or payment network rules require it, so please do not hesitate to ask.
Sometimes an organizer does not complete the identity verification required before payouts, or never finishes payout setup at all. If it remains incomplete 90 days after a donation began being held, we cancel the affected held donations and refund the donation amount to the donors' original payment methods. Those funds were never released to the organizer, so no recovery from the organizer is involved. This is an exception to the rule above: in this situation we return the full amount you were charged, including any tip you added, and we do it automatically. You do not need to ask.
One last note on costs. Stripe generally does not return its processing fee when a payment is refunded; that cost falls on Lovekept or the organizer and does not reduce the amount returned to you. Bank-funded donations may also be reversed by your bank under applicable banking rules. Fundraiser donations are otherwise governed by our Fundraising Terms.
6. Subscriptions
A few accounts carry optional recurring subscriptions, such as legacy memorial storage plans that are no longer sold to new customers. These subscriptions renew on their own at the close of each billing period. To avoid a charge for the following period, cancel before the renewal date. You can do so at any time from the Orders page in your account or by contacting support. Cancelling keeps your plan running through the end of the period you have already paid for and then stops it from renewing; it does not cut off access right away.
We do not refund partial billing periods or charges that land after the renewal date. If you think you were billed by mistake, for example after a cancellation you submitted in time, get in touch and we will look into it and refund you where it is warranted.
7. How to Request a Refund
To start a refund request, email support@lovekept.co and include your order number, or the email address on your account, along with the reason for the request. We try to respond to every refund inquiry within five (5) business days.
8. Refund Processing
Once a request is approved, we send the refund back to the payment method you originally used. Depending on your payment provider and card issuer, the credit can take five to ten (5 to 10) business days to show up on your statement.
9. Late or Missing Refunds
If an approved refund has not reached you within the expected time: (1) look at your bank account or payment method once more; (2) reach out to your card company or bank, since their processing times differ; (3) if you have done both and still see nothing, contact us at support@lovekept.co.
10. Changes to This Policy
We may revise this Refund Policy whenever necessary. For material changes, we give at least thirty (30) days' advance notice by email to your registered account address or through a prominent notice on the Service. Each change takes effect on the date named in that notice. The current version always appears on this page with an updated effective date. Anything you purchased before a change took effect remains governed by the Refund Policy that was in place at the time of your purchase.