RootsKeeper exists to help families preserve something priceless. We never want a payment to stand between you and that peace of mind. If RootsKeeper isn't right for you, we aim to make refunds simple, fair, and human.

Every family can record their first chapter for free, with no credit card and no commitment. We encourage you to experience the full journey — a guided conversation, a written chapter, and an illustrated storybook — before you ever pay.

One-time purchases — including the Heirloom lifetime plan — are covered by a 14-day money-back guarantee. If you are not satisfied for any reason, contact us within 14 days of your purchase and we will issue a full refund.

Because RootsKeeper delivers digital content immediately, you acknowledge at checkout that access begins right away. This does not affect your 14-day right to a refund above — we honour it regardless of usage during that window.

• Cancel anytime. You can cancel your subscription whenever you like, from your account or by contacting us. Your plan stays active until the end of the billing period you've already paid for — you won't be charged again after that.
• First 14 days. If you cancel within 14 days of your first subscription payment, we'll refund that payment in full.
• Renewals. After that first period, renewal payments are generally non-refundable, since you keep full access for the period you paid for. If a renewal caught you by surprise, reach out — we review these case by case and lean toward fairness.
• Your stories are always yours. Cancelling never deletes what you've created. You can export your recordings, chapters, and letters at any time. See our Privacy Policy.

Payments and refunds for RootsKeeper are handled by our payment provider, Paddle, who acts as the Merchant of Record for your purchase. Refunds are returned to your original payment method. Once approved, they typically appear within 5–10 business days, depending on your bank or card issuer.

You may also see refund and billing details, or manage your subscription, through the receipt and account links Paddle sends with every purchase.

Email us at billing@rootskeeper.app with the email address you used at checkout and, if you have it, your order or receipt number. A short note about what went wrong helps us help you faster — though it's not required for a guarantee refund. We aim to respond within one business day.

We may decline a refund where we reasonably believe a request is fraudulent or abusive — for example, repeated purchase-and-refund cycles. These cases are rare, and we'll always explain our reasoning.

This policy is offered in addition to — and never in place of — any refund or cancellation rights you have under the consumer laws of your country. Nothing here limits those rights.

We're happy to help. Reach us any time at billing@rootskeeper.app.