Refund Policy
Effective Date: January 2, 2026
At The Memory Source, we strive to provide a dignified experience. Because our service involves the immediate purchase of non-refundable assets (custom domains), the digital delivery of a platform, and the custom manufacture of physical print products (photo books, magazines, and calendars), we adhere to the following policy:
Policy at a Glance
48-Hour Window
Full refund available within 48 hours if no domain claimed and fewer than 3 collaborators invited.
Non-Refundable Items
Custom domain fees ($20), annual maintenance fees ($25), and custom print orders are non-refundable once processed.
Physical Print Products
Custom-printed photo books, magazines, and calendars are non-refundable. Damaged or defective items receive a free reprint.
Technical Issues
Pro-rated refunds available for verified technical failures unresolved within 5 business days.
Request a Refund
Email billing@thememorysource.com with your order number and reason for the request.
1. The "48-Hour Window" (Full Refund)
You are eligible for a full refund of your $49 fee within 48 hours of purchase, provided that:
- You have not yet claimed or mapped a Custom Domain.
- You have not invited more than 2 collaborators to your site.
2. Non-Refundable Items
Custom Domain Fees: Once a custom domain (e.g., www.samlegacy.com) is registered via our platform, that portion of the fee ($20) is non-refundable as we cannot "un-register" the domain from the global registry.
Annual Maintenance Fees: The $25 maintenance fee is a service-based fee for the upcoming year and is non-refundable once processed.
Custom Print Orders: All physical products (photo books, magazines, and calendars) are custom-manufactured to order and are non-refundable once payment is confirmed. See Sections 3 and 4 for the full policy.
3. Physical Print Products (Non-Refundable)
All photo books, magazines, and calendars sold through our Print Shop are custom-manufactured to order by our print partner. Because production begins promptly after payment is confirmed, print orders cannot be cancelled or refunded once placed.
Cancellation Window (Best-Effort): If you need to cancel, contact support@thememorysource.com within 30 minutes of placing your order with your order number in the subject line. We will make every effort to stop production, but cancellation cannot be guaranteed once the order has been submitted to our print partner.
4. Damaged or Defective Print Orders
If your order arrives damaged, defective, or with a print quality issue caused by our system or our print partner, we will arrange a free reprint at no cost to you.
- You must report the issue within 14 days of the delivery date.
- Include your order number and a clear photo of the damage or defect in your report.
- Issues caused by low-resolution or poor-quality images supplied by the customer are not eligible for a reprint.
To report a damaged order, email support@thememorysource.com with your order number and photos of the issue.
5. Technical Issues
If you experience a verified technical failure that prevents the display of your timeline, and our support team cannot resolve it within 5 business days, we will issue a pro-rated refund based on the remaining months of your term.
6. How to Request a Refund
To initiate a request, contact our billing team with your order number and the reason for the request. All refunds are issued to the original payment method.