Refund Policy
At Aeterna Legacy, we strive to provide a meaningful, lasting experience for every memorial space. We understand that circumstances may change, and we’ve designed our refund policy to be both fair and transparent.
No Refunds on Services Already Used
Once a memorial space has been created, personalized, or shared publicly, the services rendered are considered used and non-refundable. This includes hosting, personalization, QR generation, and template activation.
Prorated Refunds on Unused Time
Refunds are only available for unused portions of pre-paid service plans. Refunds are calculated on a prorated basis according to the time of active use.
- Annual plans are divided into 12 equal monthly segments.
- Each used month is billed at the standard monthly rate of $8.33 (based on $99.99 ÷ 12 months).
- The remaining balance is refunded to the original payment method.
If you purchased a 1-year plan for $99.99 and used 3 months of service, the refund would be calculated as follows:
$99.99 − (3 × $8.33) = $75.00 refund
Eligibility
To be eligible for a prorated refund:
- The request must be made before the plan term ends.
- The memorial space must not be permanently archived or marked as “Lifetime.”
- Payment must have been made directly through Aeterna Legacy (not via a third-party reseller).
Lifetime Plans (Prorated Approach)
For refund calculations, a Lifetime plan is treated as a minimum term of 10 years (120 months). The one-time fee of $399.99 is allocated across 120 months, which yields an effective monthly rate of $3.33 ($399.99 ÷ 120 = $3.33325, rounded to $3.33). Minor rounding differences (≤ $0.99) are resolved in the client’s favor.
Customer paid $399.99 for Lifetime and used 3 years and 2 months of service.
Months used: 3 × 12 = 36, plus 2 = 38 months.
Prorated usage: 38 × $3.33 = $126.54.
Refund = $399.99 − $126.54 = $273.45.
Non-Refundable Purchases
Spaces that are provided by a funeral home, paid to a funeral home, donated, or paid by assignment of life insurance are not eligible for refunds at any time. The only refundable purchases are those paid directly, out-of-pocket to Aeterna Legacy by the client (subject to the prorated rules above).
How to Request a Refund
Please contact our support team at support@aeternalegacy.com with your account details and purchase confirmation. Approved refunds are processed within 5–10 business days.
Final Policy Note
By purchasing a plan or service through Aeterna Legacy, you acknowledge and agree to this Refund Policy. We reserve the right to update these terms periodically to ensure fairness and clarity for all users.