Refunds

Northstar Keep is free to use. You only pay if you choose a paid plan: Keep, billed monthly or yearly, or Keep Forever, a single one-off payment. This page explains when you can get your money back and how to ask.

We sell through Paddle. When you pay for a plan, the seller on record is Paddle.com Market Limited, who handle the payment and the receipt on our behalf. Refunds are issued through Paddle, but the policy below is ours and it is what we apply.

The short version

If you have paid for a plan and you are not happy, email hello@northstarkeep.com within 14 days and we will refund you in full. You do not need to explain why.

Keep (monthly or yearly)

You can cancel a Keep subscription at any time from your account settings, or by emailing us. Cancelling stops the next payment. Your plan stays active until the end of the period you have already paid for, then reverts to the free plan.

For the first payment on a new subscription, monthly or yearly, you have 14 days to ask for a full refund. After that the payment is not refundable, but you can still cancel at any time to stop future billing.

When a subscription is about to renew, we will have emailed you beforehand. If a renewal still catches you out, get in touch within 14 days of the charge and we will refund it, as long as the plan has not been heavily used in that time. We would rather return a payment someone did not mean to make than keep it.

Keep Forever (one-off)

Keep Forever is a single payment for permanent access, with no recurring billing. You have 14 days from the purchase to ask for a full refund. After 14 days the payment is not refundable, because the access you have bought does not expire and there is nothing further to cancel.

The free plan

The free plan is free, so there is nothing to refund. If you have only ever been on the free plan, none of this applies to you.

If the person who paid has died

This is a memorial platform, so we will say this plainly. If the person who set up and paid for a memorial has died, and a payment has gone out that the family does not want, contact us. We will refund recent charges and move the memorial to the free plan so it stays online at no further cost. You do not have to be the original account holder to ask. We are not going to make a grieving family argue with us about a renewal.

What a refund does and does not do

A refund stops you being charged and returns your money. It does not delete the memorial or anything in it.

If you are refunded, your plan reverts to the free plan. The memorial and its pages stay, but storage drops to the free allowance and paid-only features are switched off. If the memorial holds more than the free storage allowance at that point, we will contact you first, so nothing is removed without warning.

Deleting a memorial and the data in it is a separate request. Our Privacy policy explains how to do that and what happens to your information.

How to ask for a refund

Email hello@northstarkeep.com from the address on the account, or use the refund link on the Paddle receipt you were sent when you paid. Tell us which plan, and we will sort it.

Refunds go back to the card or method you paid with. Once issued, they usually take five to ten working days to appear, depending on your bank.

Your legal rights

If you are a consumer in the UK or EU, you have a statutory right to cancel a distance purchase within 14 days. The policy above matches or improves on that right, and nothing here affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. Buyers elsewhere are covered by the same 14-day policy as a matter of fairness, alongside any rights you have locally.

Questions

Email hello@northstarkeep.com. A person will answer.