Refunds

Before we start building

If you cancel before we’ve started on the page, we’ll refund the whole order.

While we’re building

If you cancel after we’ve started but before the page goes live, we’ll refund everything except a design fee of $300.

Once the page is live

Once the page is live and its passphrase has gone out, the page is finished work, so it can’t be refunded. If we got something wrong on it, tell us and we’ll fix it.

The printed book

Books are printed to order, so once the family sends the book to print it can’t be cancelled or refunded. If a book arrives damaged or with a printing error, send us a photo of the problem within 7 days of it arriving and we’ll reprint it at no cost.

Orders through a funeral home

If the funeral home took payment, refunds go through them.

How to ask

Write to us at loren@lateraltranslucence.com with the name on the memorial page. We’ll answer within 2 business days. Refunds go back through Stripe to the card or bank account you paid with, and usually arrive within 5 to 10 business days of being approved.

These terms sit alongside our Terms of Service.