Refund and Cancellation Policy

Events

These rules cover event packages, custom events and their add-ons. An event starts at 00:00 (12:00 a.m.) on the event date you chose, in the event's time zone, or when your payment was confirmed if that is later. Nothing can be uploaded before the start. These rules always use the earliest start the event has had (its first start): a date change never restarts the refund window. Whether a request is in time is judged by when your email reaches us.

• If you cancel the event before its first start (see above) and nothing has been uploaded to it by the time we process your request, you get a full refund.
• If less than 1 day (24 hours) has passed since the first start and no photos at all have been uploaded to the event (including hidden or unapproved ones), you get a full refund.
• In all other cases the event is not refunded, but we will move its date once for free, as long as the event hasn't started yet or no photos have been uploaded, and its upload window is still open, to a new date within two years of your request. The upload window and the access period move with it and keep the same length. Otherwise the date can no longer be moved; access extensions and reopening uploads can be bought in the app.

Photos are checked when we process your request: every photo counts, including hidden or unapproved ones and uploads still in progress. A purchase still at checkout has to finish or expire first. While you wait, ask your guests not to upload, or replace the invitation link from the event's sharing options so the old link stops working.

To cancel an event or move its date, email us from the email address on your account, with the event link. A refunded event is closed and can't be reopened, extended or moved; create a new event if you need one later.

If you bought add-ons for the event (more access time, reopened uploads or extra storage), we review the request and refund the event and its add-ons together.

Studio passes and subscriptions

You can get a full refund of a 30-day studio pass or a monthly studio subscription within 14 days of purchase, as long as fewer than 20 photos have been uploaded to that workspace. Email us from the email address on your account.

For a monthly studio subscription, this applies to the first payment. Monthly renewals are not refunded automatically; cancel before your renewal date to avoid the next charge. If a renewal was charged by mistake, write to us within 14 days and we will look at it.

If something went wrong

Outside those conditions, refunds are at our discretion. If GalleryVault failed to work as described, for example guests could not upload during the upload window, tell us and we will look at it fairly.

How refunds are paid

Refunds are issued through Dodo Payments, our Merchant of Record, to the same card or payment method you paid with. How long the money takes to arrive depends on your bank or card provider.

Cancellation

Event purchases and 30-day studio passes are one-time payments, so there is no subscription to cancel. To cancel an event before its first start (see Events above), write to us. A monthly studio subscription can be cancelled at any time from your studio panel. Cancellation stops future charges and takes effect at the end of the month you have paid for; access continues until then and the month already paid is not refunded except as described above. When access ends, viewing and downloads pause and the photos stay in the archive.

Chargebacks and disputes

Please write to us before opening a dispute with your bank; it is usually the faster way to sort things out. Chargebacks and payment disputes are handled through Dodo Payments.

EU and UK consumers

Consumers in the EU and UK usually have 14 days to withdraw from an online purchase. A studio pass or subscription starts as soon as the purchase is confirmed, so by completing it you ask us to start the service right away and acknowledge that your right of withdrawal ends once the service has been fully performed. An event's service starts at the earliest start it has had, and an event cancelled before then, with nothing uploaded by the time we process the request, is refunded in full. The refunds described above still apply. Nothing in this policy limits your statutory rights.