This voluntary change-of-mind policy operates in addition to your legal rights. It never limits a remedy available under New Zealand or Australian consumer law.
1. If you change your mind before uploading
Contact us as soon as possible. If no photograph or video has been accepted into your project, the voluntary change-of-mind refund is 100% of the amount you paid.
2. Once uploads begin
After a photograph or video has been accepted, the change-of-mind refund reduces according to the higher of the percentage of your photograph allowance used or the percentage of your video allowance used. Failed and deleted uploads are not counted.
The calculation is 100% minus the highest allowance percentage used. For example, if 20 of an available 40 photographs have been uploaded and no higher proportion of the video allowance has been used, the change-of-mind refund is 50% of the amount actually paid after any discount.
3. Once final video creation begins
Once creation of the final tribute video begins, a standard change-of-mind refund is no longer available. A request involving a quality, technical or delivery problem will still be investigated individually.
These rules apply only to voluntary change-of-mind refunds. They do not limit a remedy for a service that fails to meet a consumer guarantee.
4. If the service has a problem
Please tell us promptly and provide enough detail for us to investigate. Where a problem can be fixed, we will do so within a reasonable time and without charge. Where a failure is major, substantial, cannot be fixed, or is not fixed within a reasonable time, you may be entitled to cancel and receive a full or partial refund and other remedies under applicable law.
New Zealand consumers have rights under the Consumer Guarantees Act 1993. Australian consumers have rights under the Australian Consumer Law. Nothing in this policy replaces those rights.
5. Upgrading your package
You may request an upgrade from Life and Memories to Life and Memories Plus before final approval. You pay only the confirmed price difference. The upgrade is applied to the existing tribute so its saved content and reference are preserved. Packages cannot be downgraded after uploading begins unless we agree otherwise.
6. How to request a review
Open Purchase and refunds from your private tribute page, choose whether the request concerns a change of mind or a service problem, and provide the requested details. You may also email info@lifeandmemories.co.nz with your order email address and tribute reference.
The recorded percentage is reviewed before any refund is issued. Approved refunds are made through Shopify to the original payment method and in the original currency. Banks and payment providers may take additional time to display the funds.
If we cancel because we cannot provide the purchased service and you are not at fault, we will provide the remedy required by applicable law.