Refund Policy

Our paid items are virtual offerings (candles and wreaths) and donations / platform support. Because a virtual offering appears on the memorial immediately after payment, refunds follow the rules below.

1. When you get a full refund

If you ask within 7 days of paying and one of the following applies:

• Duplicate charge: one action was charged twice or more;
• The payment succeeded but the offering never appeared on the memorial, and we cannot restore it;
• Unauthorised payment: your account or payment method was used by someone else (we may ask you for details);
• Wrong amount on a donation / support gift (for example, you meant to give ¥99 but paid ¥999).

2. When refunds are generally not given

• the offering was displayed normally and you have simply changed your mind;
• the request comes after the display period ended (15 days for a candle, 90 days for a wreath);
• the memorial was hidden or removed for breaking our Terms of Service.

3. How to ask

Within 7 days of paying, use the "Contact us" page or email [email protected] with:

• the payment time, amount and method (Alipay / WeChat Pay / card / PayPal);
• the memorial's 8-digit number;
• the reason for the refund.

We reply within 5 business days.

4. How refunds are paid

• Refunds go back to the original payment method — the Alipay, WeChat Pay, card or PayPal account you paid with.
• How long it takes depends on the payment provider, usually 5–10 business days.
• PayPal payments are refunded in the original US-dollar amount; exchange-rate differences and bank currency-conversion fees are not refunded.
• Once refunded, the matching virtual offering is removed from the memorial.

5. About donations

Donations and platform-support gifts support the running of the platform. They are not tax-deductible charitable donations, and we do not issue donation receipts. Apart from the cases in section 1, they are generally not refundable.