Refund Policy

1. Full Refund (100%)

A full refund of 100% is available in the following circumstances:

1.1. We Are Unable to Create Your Album
If SpecialAlbum.com is unable to create your requested album, you will be eligible for a full refund. Alternatively, we may offer you the option to submit a different request that we can fulfil.

1.2. Cancellation Before Work Begins
If you cancel your order before album creation has started, while your order status is still Submitted, you are eligible for a full refund.

Once work has started and your order status changes to Processing, the refund terms in Section 2 apply.

2. Refund After Work Has Started

If your album is still being created and has not been published, the following refund terms apply:

2.1. Within the First 24 Hours
If you request a refund within the first 24 hours after submitting all required photos, event details and other information needed to create your album, you will be eligible for a 75% refund.

2.2. After the First 24 Hours
If you request a refund more than 24 hours after submitting all required information, but before your album is published, you may be eligible for a refund between 40% and 60%.

The applicable refund percentage will be determined by SpecialAlbum.com based on the amount of work completed on your album.

The team member responsible for creating your album will assess the work completed and report the progress to our billing team. Our billing team will then determine the applicable refund percentage within the 40%–60% range.

SpecialAlbum.com has the authority to determine the refund percentage based on the work completed.

Important: If your album has already been published, the refund terms in Section 3 apply, even if you request a refund within the first 24 hours.

3. Refund After Your Album Is Published

Once your album has been published, the following refund terms apply:

3.1. Within 14 Days of Publication
If you request a refund within 14 days of your album’s publication date, you will be eligible for a 30% refund as a courtesy.

3.2. After 14 Days of Publication
Refunds are not available for requests made more than 14 days after your album has been published.

The 14-day period begins on the date your album is published, not the date you purchased your plan.

4. How to Request a Refund

4.1. Contact Our Support Team
To request a refund, please email support@specialalbum.com using either:

• The email address associated with your SpecialAlbum.com account; or
• The email address you used to purchase your plan.

Refund requests must be submitted using the email address associated with your SpecialAlbum.com account or the email address used to purchase your plan. We may request additional verification if needed to confirm your order.

4.2. Provide Your Order Details
Please include your order details and the reason for your refund request so our team can review your eligibility.

4.3. Refund Review and Confirmation
Our customer support or billing team will review your request and contact you to confirm the applicable refund percentage and amount.

Once you agree to the refund amount, we will process your refund within 24–48 hours.

4.4. Refund Processing Time
After we process your refund, the amount should normally reach your original payment method within seven days.

However, depending on your bank and payment provider, it may take up to 14 days for the refund to appear in your account. These additional processing times are outside our control.

5. Important Notes

• Refund eligibility is determined by your album’s current status and the applicable time period.
• The 24-hour period for refunds during album creation begins only after all required photos, event details and other information have been submitted.
• If your album has already been published, the published-album refund terms apply, regardless of whether the request is made within the first 24 hours.
• The 14-day period for published albums begins on the date your album is published.
• Refunds apply to purchases made directly through SpecialAlbum.com.