Keepstill

Refund Policy

Last updated 9 November 2026

Keepstill sells digital content only: a finished memorial film you download. There is nothing to ship or return.

Try before you buy

You can build your whole film and watch the complete watermarked preview for free. Please check the preview carefully before paying.

When a sale is final

At checkout you ask us to supply the film immediately and acknowledge that, once the HD export has been made available to you, you lose the 14-day right of withdrawal that consumers in the EU, EEA and UK otherwise have. After that point, a change of mind is not grounds for a refund.

If you pay but the HD export has not yet been made available to you, you can still withdraw within 14 days of payment and we will refund you in full.

When we refund

• Faulty film. If your downloaded film will not play, is corrupted, or does not match the preview you approved, and we cannot fix it within a reasonable time, we refund you in full.
• Technical problems. If a fault on our side stops you from downloading the film you paid for, we fix it or refund you in full.
• Duplicate purchase. If you were charged more than once for the same film, we refund the extra payments in full.

How to ask for a refund

1. Email [email protected] within 30 days of your purchase.
2. Include the email address you used at checkout, the date of the payment, and a short description of the problem. A screenshot helps.
3. We reply within 24 to 48 business hours and try to fix the problem first if you would like that.

How refunds are paid

Refunds go back to your original payment method through Stripe, usually within 5 to 10 business days after we approve them, depending on your bank. When a film is refunded, its HD downloads and private viewing links stop working.

This policy does not affect your statutory rights.