Orders
Cancellation and Refund Policy
Because each moment is custom digital content, refunds focus on duplicate charges, genuine failure and non-delivery—not a change of mind after processing starts.
Leaving checkout
You may leave checkout before completing payment. Once payment settles, the pack purchase is final and cannot be cancelled for change of mind. The product-failure, film-overage and duplicate-payment remedies below remain available where they apply.
When a payment is not refundable
Pack purchases are final, and their units do not expire. Once processing starts, a successfully generated custom digital moment is not refundable for change of mind, choosing the wrong approved crop or design, no longer needing the output, or printing it incorrectly. This does not limit remedies that cannot lawfully be excluded.
When a refund may be approved
A refund may be approved for a duplicate charge, a paid generation that is not delivered after reasonable investigation, or a genuine service failure where we cannot successfully complete or restore the purchased output.
For a correctable failure, we may first offer to reprocess or redeliver the moment at no additional charge. If our product still cannot complete it after the permitted replacement attempts, we return the unit used for that moment and, when applicable, refund its film-overage charge. You do not have to accept repeated attempts where the service cannot deliver the purchased result.
Reporting a problem
Report a generation or delivery problem within 7 days after delivery or the date delivery should have occurred. A duplicate payment may be reported whenever you discover it and is not excluded by that product-issue window.
Email support@livingmoments.app with your account email, order or payment reference, the affected moment and a short description. Never send a card number, UPI PIN, one-time password or banking password.
Review and refund timing
We aim to acknowledge a complete request within 2 business days and decide or initiate an approved refund within 5 business days after receiving the information needed to assess it.
Approved refunds are sent to the original payment method. Banks and payment networks commonly take a further 7 to 10 business days to show the credit. That reflection time is outside our control.
Payment disputes
A refund is limited to the amount actually paid; an advertised reference price is not refundable. If you do not recognise a payment, contact us promptly so we can investigate. This policy does not remove any right to raise a dispute with your payment provider.