Refund Policy

1. Requesting help

Contact support@sendemotely.com as soon as possible with the account email, order identifier, and a description of the issue. Do not send complete payment-card numbers or gift-card codes by email.

We may need to verify the purchaser, recipient, delivery status, or provider response before resolving a request.

2. Emotes and scheduled delivery

Where the Service provides editing or cancellation controls, you may use them before processing begins. Otherwise, contact us promptly and we will determine whether delivery or unfulfilled items can still be stopped. Canceling an Emote does not automatically refund subscription fees, consumed emote credits, or separately fulfilled gifts.

If an Emote cannot be delivered because of an Emotely error, we may resend it, restore an applicable emote credit, or provide another reasonable remedy. Delivery failures caused by incorrect recipient details, recipient email settings, or circumstances outside our control generally do not qualify for a cash refund.

3. Group emotes and gift contributions

A Group Emote organizer may cancel through the available controls only before delivery has been scheduled or started. Canceling disables further participation and initiates refunds of captured gift contributions to the contributors’ original payment methods. The original card-processing fee is retained because it has already been incurred, unless applicable law requires otherwise.

If a contributor asks to withdraw a gift contribution while the group remains open, contact support promptly. We may be able to refund it before the group is locked, but a refund is not guaranteed once funds have been committed, allocated, charged back, or used. Message-only submissions may be edited through the available protected link while the group is open; deleting a message does not itself reverse an associated payment.

Once a group is locked, finalized, scheduled, or sent, or collected funds have been allocated to a gift card, Flex, keepsake, or another offering, contributions are generally final and cannot be individually refunded. If Emotely cancels an unresolved group, cannot deliver the Group Emote, or cannot fulfill an allocated gift because of our or our provider’s error, we may retry delivery, restore or reallocate value, replace the affected item, or refund the affected amount as appropriate.

A Group Emote fee may be deducted from the collection when the total is below the disclosed regional waiver threshold. If the group is canceled before fulfillment, any separately charged Group Emote fee will be refunded where required by law or where the paid service was not provided. A collection-funded fee is not deducted from amounts returned to contributors upon cancellation.

Refund timing depends on Stripe and the contributor’s financial institution. Cancellation notices and refund confirmations are sent to the email addresses associated with the group where available. Contributors should retain their receipt or contribution reference so we can locate a payment.

4. Subscriptions

You may cancel Emotely Plus at any time. Cancellation stops future renewals and normally takes effect at the end of the current billing period.

Subscription payments are generally non-refundable and are not prorated for an unused portion of a billing period, except where required by law or where we determine that a billing error occurred. If you believe a renewal was unauthorized or incorrect, contact us promptly.

5. Emote packs and account credits

Emote packs are digital account credits. Once credits have been issued to an account, purchases are generally final and non-refundable except where required by law, duplicated because of an error, or not delivered to the purchasing account.

Using some but not all credits does not create a right to a partial refund. Promotional, included, restored, or complimentary credits have no cash value.

6. Gift cards

Gift-card orders generally cannot be canceled or refunded after a code or credential has been issued, revealed, delivered, claimed, or redeemed. Merchant and fulfillment-provider restrictions also apply.

If fulfillment fails, the product is unavailable, the wrong product or currency is issued because of our or our provider’s error, or a valid code is unusable when first supplied, contact us promptly. After investigation, we may replace the gift card, retry fulfillment, or refund the affected amount and applicable Emotely service fee.

We are not responsible for a code that is lost, disclosed, stolen, or used after it has been correctly delivered, except where required by law or caused by a failure of our systems.

7. Emotely Flex credit

A purchase funding Flex credit may be canceled and refunded if the credit cannot be issued. Once Flex credit has been claimed, redeemed, transferred where permitted, or used toward another offering, the purchase is generally final except where required by law.

If an incorrect value or currency is issued because of our error, we may correct the balance, reverse the erroneous issuance, or provide a refund. Promotional Flex credit has no refundable cash value.

8. Keepsakes and physical products

Personalized keepsakes generally cannot be canceled once production begins and are not returnable merely because you change your mind. Contact us promptly if an item arrives damaged, defective, materially different from the approved order, or is confirmed lost in delivery.

We may request photographs or other reasonable evidence. Depending on the circumstances, we may replace the item, reproduce it, or refund the affected purchase. Address errors supplied by the purchaser and minor variations inherent in printing or display normally do not qualify.

9. Taxes, fees, and refund method

Approved refunds ordinarily include amounts associated with the refunded item and any directly related Emotely service fee. Taxes are refunded where applicable. Original Group Emote contribution-processing fees, currency-conversion charges, and card-issuer fees are outside the refundable gift amount except where required by law.

Refunds are normally returned to the original payment method. Processing time depends on Stripe, your financial institution, and the payment method.

10. Fraud, abuse, and chargebacks

We may deny or limit a refund request involving fraud, promotion abuse, duplicate claims, manipulated delivery information, unauthorized resale, or another violation of our Terms, subject to applicable law.

Please contact us before initiating a chargeback so we have an opportunity to investigate. This request does not waive any rights you have with your payment provider.

11. Contact

Send refund and fulfillment requests to support@sendemotely.com. You may also write to Emotely Labs, Inc., 1178 Broadway, 3rd Floor #3266, New York, NY 10001.