Refund & Cancellation Policy
Last updated: September 28, 2026.
This policy explains when MomentStash payments may be cancelled, refunded, credited, or become non-refundable. It applies unless a written quote, order, or applicable law gives you more favorable rights.
Plan requests do not charge you
Creating an account or submitting a plan or optional-service request does not itself charge you. Before payment is received, you may withdraw a request at any time.
Single-event plans
For Stash 25, 100, 250, or 500, you may request a full refund within seven calendar days after payment if the event credit has not been redeemed, an event has not been provisioned from that credit, and MomentStash has not begun separately purchased work or incurred a non-refundable third-party cost for the order.
Once an event credit is redeemed and the event is provisioned, the base event fee is normally non-refundable, except where required by law or where MomentStash agrees to a refund or credit because of a material service failure.
Prepaid event packs
Organizer 5, 12, and 25 Packs may be fully refunded within seven calendar days after payment if no credit from the pack has been redeemed and no non-refundable optional-service or third-party cost has been incurred. Once any pack credit has been redeemed, the pack purchase is normally non-refundable; remaining credits stay usable until their stated expiration.
Monthly organizer subscriptions
Monthly organizer subscriptions have a three-month initial commitment. Cancelling renewal does not cancel unpaid months remaining in that initial commitment. After the initial term, the subscription is month-to-month and you may cancel renewal before the next service month is paid.
Payments already received for a service month are normally non-refundable once that service month begins, and MomentStash does not provide automatic partial-month refunds. Cancellation does not shorten the upload or gallery windows of events already created.
Annual organizer subscriptions
Annual organizer plans are paid upfront for twelve months and release credits monthly. You may request a full refund within seven calendar days after the initial annual payment if no event credit has been redeemed and MomentStash has not begun separately purchased work or incurred a non-refundable third-party cost. After that unused-order window or after a credit is redeemed, the annual payment is normally non-refundable, and the paid service and monthly credit releases continue through the prepaid term.
Optional services and physical goods
White-Glove Setup. Refundable before setup work begins. Once work has begun, the completed or in-progress portion is non-refundable.
LiveGuard moderation. A request is not charged until availability and scope are confirmed. If MomentStash cannot provide confirmed coverage, the affected LiveGuard fee will be refunded. After coverage is confirmed and moderator time has been reserved, cancellation may be non-refundable to the extent work has begun or time has been specifically reserved; any different cancellation terms shown in the quote or confirmation control.
Extra storage. Refundable before the storage increase is applied. Once applied to an event or used, the added-storage fee is normally non-refundable.
Custom domains. MomentStash setup labor is refundable before work begins. Registrar, registry, specialty-domain, certificate, or other third-party fees are non-refundable once incurred. A managed-domain registration cannot always be undone after purchase.
Printed signs and keepsake drives. Physical orders may be cancelled before production begins. Once printing, drive preparation, customization, or shipment begins, the order is normally non-refundable except for defective, damaged, materially incorrect, or misfulfilled items. Contact us promptly after delivery if there is a problem.
Shipping charges and taxes are refunded only when required by law or when the underlying refund or fulfillment error reasonably requires it.
Material service failure
If a material failure attributable to MomentStash makes a paid event or paid optional service unusable, contact us as soon as practical. Depending on the circumstances, an appropriate remedy may include re-performance, an extension, a replacement event credit, a service credit, or a refund of the affected paid portion. This does not cover venue Wi-Fi, mobile-carrier outages, customer devices, guest devices, content that was never successfully uploaded, or other failures outside MomentStash's reasonable control.
Duplicate or mistaken payments
If you believe you were charged twice or a payment was recorded in error, contact us promptly. Verified duplicate payments will be corrected or refunded.
How to request a cancellation or refund
For subscription renewal, use the Subscriptions page in your MomentStash account when available. For refunds, order cancellation, physical-goods issues, or questions, email [email protected] with your account email, event or order name, and the payment or invoice reference if available.
Approved refunds are returned to the original payment method when practical or handled through the method used for the original invoice. Financial institutions may take additional time to post a completed refund.
Rights provided by law
Nothing in this policy limits any refund, cancellation, warranty, or consumer right that cannot lawfully be waived. If applicable law requires a different result, the law controls.
Contact
Questions can be sent to [email protected].