Refunds, in plain words
Last updated: 28 July 2026
The promise
If you paid to remove the watermark and something went wrong — the download failed, the PDF is defective, or it isn't what the preview showed — we will fix it or refund you in full. Ask within 14 days of the purchase. You are using this service during one of the hardest weeks there is; we will not make you fight about $11.95.
How to ask
Email hello@tributefold.com with the receipt from your checkout email (or the email address you used to pay). A human reads it and answers. Approved refunds are processed by our payment partner back to your original payment method, usually within 5–10 business days depending on your bank.
What a refund can't cover
Costs at third-party print shops are between you and the shop — please proof the programme carefully before printing, because the PDF prints exactly what the preview shows. The free tier has nothing to refund: every template and download is already free with the watermark, which is also the honest way to try everything before paying.
How long a refund takes
Paddle, our payment partner, processes the refund back to the card or account you paid with. Paddle issues it within a day or two of us approving; your bank then takes its own time, which is usually 5–10 business days and occasionally longer for South African cards. You will see it come back from Paddle rather than from TributeFold, because Paddle is the merchant of record and theirs is the name on your statement.
If the service has already happened
Ask anyway. We are aware of how this product is used: nobody buys a funeral programme speculatively, and a problem often only becomes obvious once 150 copies are in a box. If the file was defective or did not match what you were shown, the fact that the funeral has passed does not change our answer. The 14 days runs from the purchase, not from the service.
What happens to your programme if you refund
Nothing. Your programme lives in your own browser, not on our servers — we could not delete it if we wanted to, and we do not. A refund removes the paid unlock, so downloads carry the free-tier line again, and everything you typed stays exactly where it was.
Chargebacks
Please email us first. Not because a chargeback is forbidden — it is your right and your bank's process — but because emailing is faster for you: we can refund within a day, where a card dispute takes weeks. There is no account to suspend and no service to cut off, so you lose nothing by asking us first.
Your statutory rights
Nothing here limits rights you hold under the South African Consumer Protection Act or the consumer law of your own country — this policy sits on top of those rights, not in place of them.