Subscription, Refund & Domain Policy

Last updated: August 31, 2026

1. Overview

This Subscription, Refund & Domain Policy applies to paid Family Memories accounts, custom family websites, storage plans, custom domain services, domain renewals, cancellations, and refunds.

This policy forms part of the Terms of Service. By purchasing or renewing a subscription or domain service, you agree to this policy.

2. Subscription Plans

Family Memories may offer monthly, yearly, promotional, or custom plans. Plan features, prices, family member limits, selected administrator limits, storage limits, and available features are shown at checkout or on the pricing page.

Currency: All prices are in Canadian dollars (CAD). Applicable taxes are added at checkout.

3. Promotional Offers

Family Memories may offer discounted first-year pricing, founding family pricing, or other promotional offers. Promotional pricing may be limited to new customers, a specific term, a specific plan, or a specific date range.

Unless otherwise stated, once a free trial or promotional period ends, the subscription will renew at the regular price shown at checkout.

4. Billing and Renewal

Subscriptions may be billed monthly or yearly, depending on the plan selected. Unless cancelled before the renewal date, subscriptions may automatically renew using the payment method on file.

You authorize Family Memories and its payment processor to charge the applicable subscription fees, storage fees, custom domain fees, taxes, and renewal charges according to the plan selected.

5. Taxes

All prices are stated in Canadian dollars (CAD) unless expressly identified otherwise. Applicable taxes, including GST/HST and other sales taxes required for your location, are added at checkout.

6. Payment Processing

Payments may be processed by a third-party payment processor. Family Memories does not store complete credit card details unless specifically stated. Payment processing is subject to the payment processor's own terms and privacy practices.

7. Failed Payments

If a payment fails, we may notify the billing contact or selected account administrator and attempt to process the payment again. If payment is not received, we may suspend or restrict access to the family website, disable uploads, downgrade features, or cancel the subscription.

We may provide a grace period of 7 days after a failed payment before data deletion procedures begin. Edit this grace period to match your actual process.

8. Cancellation

Selected account administrators or authorized billing contacts may cancel a subscription by using the account settings page or by contacting support at support@family-memories.ca.

Cancellation stops future renewal charges. Unless otherwise stated, cancellation does not automatically refund fees already paid. After cancellation, the family website will generally remain active until the end of the current paid billing period.

9. Refund Policy

Unless required by law or expressly stated at checkout, subscription payments are generally non-refundable once the paid period begins.

We may consider refunds on a case-by-case basis for duplicate charges, billing errors, technical issues that prevent reasonable use of the service, or other exceptional circumstances.

Yearly plans are discounted in exchange for a longer commitment. If you cancel a yearly plan during the year, your service remains available until the end of the paid term, but no automatic prorated refund is provided unless required by law or approved by us.

10. Data After Cancellation or Non-Payment

After cancellation, expiry, or non-payment, the family website may be suspended or placed into read-only status. We may retain the data for a limited grace period of 30 days to allow reactivation or export.

After the grace period, we may permanently delete account data, family tree information, uploaded files, photos, videos, audio, documents, and other content, subject to backup retention, legal obligations, dispute resolution, fraud prevention, and technical limitations.

Selected administrators are encouraged to download or export important family content before cancelling.

11. Storage Limits and Extra Storage

Plans may include storage limits. Uploaded photos, videos, audio recordings, documents, and other files count toward storage usage.

If a family website exceeds its storage limit, we may restrict additional uploads until files are deleted, extra storage is purchased, or the account is upgraded.

We may set file size limits, file type restrictions, bandwidth limits, and reasonable use limits to protect the service and control hosting costs.

12. Custom Domain Services

Family Memories may offer custom domain services, such as connecting a domain you already own or registering and managing a domain for your family website.

12.1 Connecting a Domain You Already Own

If you already own a domain, you remain responsible for maintaining ownership, paying renewal fees to your registrar, and keeping your domain contact information current. We may provide DNS instructions or setup assistance, but you are responsible for granting access or making required DNS changes.

12.2 Domains Registered or Managed by Family Memories

If Family Memories registers or manages a domain on your behalf, the following terms apply unless otherwise stated in writing:

• Domain registration is subject to availability and registry approval.
• Domain fees are non-refundable once the domain is registered, renewed, transferred, or reserved.
• Domain renewals are billed yearly unless otherwise stated.
• You are responsible for choosing a domain that does not infringe trademarks, business names, personal rights, or third-party rights.
• You must provide accurate registrant information when required.
• Some domain extensions, including .ca domains, may have registry eligibility requirements.
• If you do not pay renewal fees on time, the domain may expire, stop working, enter redemption, be deleted, or become available for someone else to register.

12.3 .CA Domain Requirements

If a .ca domain is registered, the registrant may be required to satisfy Canadian Presence Requirements and agree to applicable Canadian Internet Registration Authority rules, registrar terms, and registry policies.

12.4 Domain Transfers

If you cancel your Family Memories service and wish to transfer a domain registered or managed by us, you must request the transfer before the domain expires or is deleted. Transfer eligibility may depend on registrar rules, registry rules, payment status, identity verification, and any applicable waiting periods.

We may refuse or delay a transfer if there are unpaid domain fees, suspected fraud, a legal dispute, incorrect registrant information, or a registry/registrar restriction.

13. Price Changes

We may change plan prices, storage fees, custom domain fees, or renewal fees from time to time. If prices change, we will provide notice as required by law or as reasonably practicable before the new price applies to your renewal.

14. Account Ownership and Billing Authority

The person or organization that purchases the subscription is responsible for payment and billing decisions. Selected family administrators should decide internally who has authority to manage billing, cancellation, domain requests, exports, or deletion of the family website.

15. Support

Billing, cancellation, refund, and domain questions may be sent to:
1001591083 Ontario Inc.
Email: support@family-memories.ca