1. Free Tier by Design
We want every family to feel confident before spending a single dollar. Theirs provides a fully functional Free Plan that includes:
- Creating and publishing a dedicated memorial page with a clean, custom web link (e.g.
theirs.page/first-last); - Adding a primary portrait photo and up to 5 high-resolution gallery photographs;
- Unlimited written stories, anecdotes, and milestones;
- Unlimited visitor condolence tributes, guestbook notes, and virtual flower gestures;
- Full visitor contribution workflows and caretaker approval moderation.
You only pay for Theirs Complete ($99 one-time activation) when you want unlimited photographs, original audio voice notes, video clips, interactive decade milestones, and the complete downloadable family archive package.
2. The 14-Day Money-Back Guarantee
If you purchase Theirs Complete and feel it does not meet your family's expectations, simply contact us within 14 days of purchase:
This 14-day policy complies with and honors statutory consumer cancellation and withdrawal rights in the European Union, United Kingdom, and international consumer protection jurisdictions.
3. What Happens to Your Memorial After a Refund
A family memorial is sacred. A refund will never result in the loss or deletion of your loved one's memorial.
Instead, your memorial transitions gracefully:
- The memorial transitions from Complete back to the Free Plan;
- The memorial page and custom web link remain active and accessible online;
- All written stories, biography, tributes, and the first 5 gallery photos remain publicly published;
- Complete-exclusive features (such as audio voice notes and video clips) become inactive on the public view;
- You are provided a 7-day grace period to download your full archive before inactive media is scheduled for storage cleanup.
4. Accidental Duplicates & Unauthorized Charges
If you experience a technical error resulting in a duplicate transaction, or suspect an unauthorized charge made in error, contact us immediately at support@theirs.page. We promptly verify and reverse duplicate charges in full.
5. Payout Mechanics & Bank Timelines
All refunds are credited back to the original payment method used during checkout via our payment processor, Dodo Payments.
Once we issue the refund from our dashboard, funds typically reflect in your bank account or credit card statement within 5 to 10 business days, depending on your card issuer's settlement schedule. Third-party foreign exchange rates or non-refundable bank processing fees levied by your financial institution are governed by your bank.
6. Resolving Disputes Directly
If you have any questions or concerns about a charge, we encourage you to contact us directly at support@theirs.page before initiating a bank dispute or chargeback. We resolve requests within 24 to 48 hours. When a bank dispute or chargeback is filed, the payment network automatically holds the transaction and associated Complete features until the inquiry is resolved.