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.

Nothing on Northstar Keep is deleted or hidden because a payment stopped. That holds whether you cancel, are refunded, or simply stop paying.

Keep, monthly or yearly

Keep applies to your account, so it covers every memorial you look after.

You can cancel at any time 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.

If a renewal catches you out, get in touch within 14 days of the charge and we will refund it. We would rather return a payment someone did not mean to make than keep it.

Keep Forever

Keep Forever is a single payment that applies to one memorial rather than to your account. There is 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 a payment fails

Cards expire and banks decline things. If a payment fails, Paddle will try again and will be in touch about it. Your plan keeps working through the period you have already paid for, and for a further 30 days after that.

If it still has not gone through by then, the plan reverts to free. Everything already on the memorial stays exactly as it is, visible to the same people. The free plan's limits apply again from that point, and you can see what those are on the pricing page. Pay again whenever you are ready.

If the person who set up the memorial has died

If a memorial was set up or paid for by someone who has since died, contact us. We will refund recent charges and move the memorial to the free plan, so it stays online with nothing further to pay. The same applies to a memorial someone made for themselves in advance.

You do not need to be the account holder to ask. Tell us which memorial it is and we will take care of the rest.

If you want the memorial to continue on the paid plan under someone else's name, we can arrange that too. Handing a memorial to a new steward takes longer, because we check with anyone else already named on it first, but the refund and the move to the free plan do not wait on that.

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, the plan reverts to free. The memorial, the photographs, the videos, the recordings and the written memories all stay where they are, at the quality they were uploaded. Nothing already there is removed, hidden or reduced.

Deleting a memorial and the material in it is a separate request, and it only ever happens because someone asks for it. Our privacy policy explains how.

The one exception

We do not refund where an account has been closed for a serious breach of our terms of service, such as illegal content.

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.