Papped Refund Policy

Last updated: 13 September 2026

This policy explains when a Papped payment can be refunded and how to ask. It is part of our Terms of Service (https://papped.co/terms), which take precedence if the two ever disagree. Nothing here limits any rights consumer law gives you that cannot be waived.

1. What you are paying for

A Papped payment is a one-time charge for one event. It buys capacity: a photo pool sized to the guest count you chose, video clips for your guests where you switch them on, and delivery of everything to your own Google Drive. The charge is taken when you launch the event and the join link goes live at that moment. There is no subscription and nothing renews.

Events up to the published free guest count are free. There is nothing to refund on a free event.

2. When we refund in full

Email us and we will refund the whole payment when all of the following are true:

Your event's start time has not passed yet.
No guest has taken a photo or recorded a clip at the event.
You ask within 14 days of the payment.

In plain terms: if you launched and then the plan changed before anyone shot anything, you get your money back. We end the event when we refund it, so the QR code stops working.

3. When we refund because something went wrong on our side

If Papped failed during your event, we put it right. That covers an outage of the guest camera or the gallery during your event window, or photos that were taken but never delivered for a reason on our side. Depending on how much of the event was affected we will offer a full refund, a partial refund, or a free event of the same size, and we will talk it through with you rather than decide alone.

Tell us within 14 days of the event ending so we can still check our logs.

4. What is not refundable

Unused capacity. An event that used less of its photo pool than you bought has still received the service. The pool is a ceiling, not a promise to consume.
Guest count. Your guest count is your own estimate. Fewer guests turning up, or fewer scanning the code, is not a service failure.
Screening and review. Photos rejected by the automatic screen, or held for your review, and clips you rejected, were handled exactly as described. They are not refundable.
Your Google Drive. Delivery stopping because your Drive is full, disconnected, or your Google account is unavailable is a limit of your Drive, not of Papped.
Events that have started. Once your start time has passed or a guest has shot anything, the event has been delivered and section 2 no longer applies. Section 3 still does.
Top-ups bought during a live event follow the same rules as the event itself.
Pap Coins and discounts. Coins have no cash value and are never paid out. If we refund a payment on which you spent coins, the coins go back to your balance.

5. How to ask

Email [email protected] from the address you sign in with. Include the event name or code and a sentence on what happened. A person reads every request. You will hear back within 3 business days, and usually sooner.

6. How the money comes back

Refunds go to the original payment method through our payment provider, Dodo Payments, and take 5 to 10 business days to appear depending on your bank. Refunds are made in the currency you were charged in. If your bank converted the charge, the amount that lands may differ slightly because of the exchange rate on the day, and we cannot cover that difference.

7. Chargebacks

If something is wrong, please write to us before disputing the charge with your bank. A chargeback freezes the payment on both sides for weeks; an email usually resolves it in a day.

8. Changes

We may update this policy. The date at the top tells you when it last changed, and the version in force when you paid is the one that applies to that payment.