Refund Policy

1. Membership — your first payment

• You can request a full refund within 14 days of your first membership payment, as long as no service has been delivered yet. That means our team has not located a grave for you and no virtual visit has been carried out.
• Once a service has been delivered during that period, the payment is non-refundable, because our team has already been to the cemetery on your behalf. You can still cancel so you are not charged again.

2. Membership — renewals

• Memberships renew automatically. We email you 7 days before every renewal so you have time to cancel.
• If you are charged for a renewal you did not want, you can request a full refund within 14 days of that charge, as long as no service has been delivered since the renewal. Your membership then ends straight away.
• After 14 days, or once a service has been delivered in the new period, renewal payments are non-refundable.

3. Cancelling

• You can cancel any time from your Profile in the app. Cancelling stops future renewals; you keep full access until the end of the period you have paid for.
• Cancelling on its own does not refund the current period, and we do not give partial refunds for unused time.

4. If we cannot locate your grave

• Locating a grave from a family's description is not always possible. If our team cannot locate any of the graves you tagged during your first membership period, you can request a full refund of your first payment within 14 days of our "could not locate" email, even if the 14 days from payment have passed.
• You are welcome to tag the grave again with more detail before deciding.

5. Add-On Services (plantation, cementing, cleaning)

These are one-time, in-person jobs carried out by our team at the cemetery.

• Before our team is scheduled: cancel for a full refund. Scheduling usually happens within 24 hours of your order, so please contact us quickly.
• After work has been scheduled or started: the order is non-refundable, because materials and labour have been committed.
• If we cannot do the work at all (for example the cemetery denies access, the grave cannot be reached, or authorities restrict the work), we give you a full refund, or a credit towards another service if you prefer.
• If the finished work does not match what was described, tell us within 7 days of receiving the completion photos. We will first put it right at no cost. If we cannot, we will refund you in full or in part, depending on how much of the work was delivered as described.
• Natural wear afterwards is not a defect in our work. This includes plants that fail after the included care period, weathering and damage caused by third parties.

6. How to request a refund

• Email info@grave-care.app or message us on WhatsApp (+92 333 244 4100) with the email address on your account and the order or receipt number.
• You can also contact Paddle directly through the link in your payment receipt or at paddle.net.
• We reply within 2 business days. Once a refund is approved, Paddle processes it to your original payment method, usually within 5–10 business days depending on your bank.
• Refunds are made in the currency you paid in. We are not responsible for exchange-rate differences or fees charged by your bank.

7. Fair use

• We may decline refund requests that are abusive, for example repeated subscribe-and-refund cycles, or requests made after a service was clearly used.
• If you open a chargeback with your bank, please contact us first. We can usually resolve things faster, and disputed accounts may be suspended while a chargeback is open.
• Nothing in this policy limits any rights you have under the consumer-protection laws that apply to you.