Refund Policy

1. The short version

Subscriptions: 14 days, no questions. If a plan is not what you hoped, write to us within 14 days of your first payment on it and we will refund that payment in full.

Cancel whenever you like. Cancelling stops the next charge and you keep everything until the period you have paid for runs out. We do not delete anything when a plan ends; you drop to the free tier and your stories stay where they are.

Printed books are final, because you see and approve a sample before anything is printed. If the finished book is not right, we will revise it or make you a new one at a reduced price.

If something has gone wrong on our side — you were charged twice, charged after cancelling, or the thing you paid for did not work — tell us and we will fix it, whatever the dates below say.

2. Subscription plans

Plans renew automatically until you cancel. You can cancel at any time from Settings, and the cancellation takes effect at the end of the period you have already paid for.

First payment on a plan: refundable in full for 14 days from the day it was taken.

Later renewals: we do not refund part of a period you are partway through. Cancel and you keep access until it ends.

Upgrading takes effect immediately. Downgrading takes effect at the end of the current period, so you are never charged twice for the same month.

If a renewal caught you by surprise — you meant to cancel and did not — write to us. We would rather refund it than keep money from somebody who did not mean to spend it.

3. Coloured leaves

Colouring a leaf takes effect the moment you pay, and it is visible to everyone who can see that family tree. For that reason leaf purchases are described as final.

In practice, if you bought one by mistake or changed your mind, write to us and we will refund it. We are not going to argue with anybody over a dollar.

4. Printed books

You see a sample before we print anything. Nothing goes to press until you have looked at it and told us to go ahead, which is the point at which to say the pages are wrong, the photograph is the wrong way round, or the story is not the one you meant.

Because of that, book sales are final. A book of your family's own words cannot be sold to anybody else, and you have already approved how it looks. This is also why the usual right to change your mind about an online purchase does not cover goods made to your own specification.

If you are unhappy with the finished book, tell us. We will revise it, or make you a new one, at a reduced price. We would rather you had the book you wanted than a refund and nothing on the shelf.

If it arrives damaged, misprinted, or is not the book you approved: that is different, and it is on us. Send a photograph and we will reprint it or refund it, whichever you prefer. Nothing above applies to a book that arrived broken or wrong.

5. If you bought through an app store

Purchases made inside the iPhone or Android app are handled by Apple or Google, not by us. We can see that you have a plan, but we cannot refund their transaction — only they can.

For Apple, use reportaproblem.apple.com. For Google, use the order history in Google Play. If you get stuck, write to us anyway and we will tell you exactly what to ask them for.

6. How to ask

Write to legal@heylegado.com from the email address on the account, and tell us what you would like refunded. You do not need to explain why.

We reply within three business days. Approved refunds go back to the original card, and your bank usually shows them within five to ten business days after that.

If we ever say no, we will tell you which part of this page we are relying on and why. If you think we have it wrong, say so and a person will look again.

7. Chargebacks

If you dispute a charge with your bank before speaking to us, your account may be suspended while the dispute runs, because we are required to respond to it and cannot do that and keep billing at the same time. Nothing is deleted. Write to us first and it will almost always be quicker.

8. Contact

legal@heylegado.com, where a person reads it.