Willow Refund & Cancellation Policy
Effective Date: September 29, 2026 Last Updated: September 29, 2026
Operator: Willow | New Jersey, United States Contact: support@thewillowevent.com Website: www.thewillowevent.com
This policy explains how refunds and cancellations work for purchases made through Willow's mobile application and website. It forms part of the Willow Terms of Use. All prices are in US dollars (USD) and all payments are processed securely by Stripe. Willow never sees or stores your full card number.
1. What You Are Buying
Willow sells access to a digital service. Every paid plan is a one-time payment — nothing on Willow renews or bills automatically.
- Free trial — $0. One event for 5 days with up to 10 photos (5 from the host, 5 from guests). No card required.
- Single Event — $5.99, one-time. One event. The gallery, downloads and highlight reel stay live for 2 months from the event date.
- 2-Event Bundle — $9.99, one-time. Two Single Event credits to use whenever you like.
- Willow Pro — $19.99 per year, one-time. Unlimited events for 12 months. Each event's gallery stays live for 2 months from its own date. Pro does not auto-renew — when the year ends you simply choose whether to buy it again.
- Storage Extension — $5.00 per month, per event. Keeps a specific event's gallery live beyond its included storage period.
Plans and credits activate immediately after Stripe confirms your payment; there is nothing to ship or wait for.
2. Refunds — Single Event and 2-Event Bundle
You may request a full refund within 7 days of purchase as long as the purchase has not been used:
- A Single Event credit is unused if it has not been spent on an event, or the event created with it has not yet received any photos.
- A 2-Event Bundle is refundable in full only while both credits are unused (as defined above). Once one credit has been used, the bundle is considered used; the remaining credit stays on your account and never expires, but the purchase is no longer refundable.
Once guests or the host have uploaded photos to an event, the service has been delivered and the purchase is non-refundable.
3. Refunds — Willow Pro
You may request a full refund within 7 days of purchase if you have not created any event while on Pro. After 7 days, or once a Pro event has been created, Pro is non-refundable and we do not offer partial or prorated refunds for the remainder of the year. Your Pro access continues until the end of the 12-month period you paid for.
4. Storage Extensions
Storage Extensions are non-refundable once applied, because the additional months are added to your event immediately at checkout and the gallery stays live for that entire period.
5. Cancellation
Because nothing on Willow renews automatically, there is no recurring charge to cancel. You can stop using Willow at any time. Your paid plan or event simply remains available until the end of the period you paid for.
Please request any eligible refund before deleting your account. Deleting your account permanently removes your events and purchase history, which we need in order to verify refund eligibility. Deleting an account does not itself trigger a refund.
6. How to Request a Refund
Email support@thewillowevent.com from the email address on your Willow account and include:
- the date and amount of the charge (or forward your Stripe receipt email), and
- the plan you purchased.
We reply within 2 business days. Approved refunds are returned to the original payment method and typically appear within 5–10 business days, depending on your bank or card issuer. We cannot refund to a different card or account.
7. Duplicate Charges and Billing Errors
If you were charged twice for the same purchase, or were charged but did not receive your plan or credit, contact us and we will refund the duplicate or failed charge in full — regardless of the 7-day window.
8. Disputes and Chargebacks
If something has gone wrong, please contact us first — almost every issue is resolved with a single email, and it is faster than a card dispute. Opening a chargeback for a purchase that has already been refunded, or for a service that has been delivered as described, may result in the suspension of the associated account.
9. Your Statutory Rights
Nothing in this policy limits any non-waivable rights you have under the consumer-protection laws of your place of residence.
10. Changes to This Policy
We may update this policy as our plans or legal requirements change. When we do, the "Last Updated" date above will be revised. Purchases are governed by the version of this policy in effect at the time of purchase.
11. Contact
- Willow
- Support: support@thewillowevent.com
- Privacy: privacy@thewillowevent.com
- Website: www.thewillowevent.com
- Location: New Jersey, United States
© 2026 Willow. All rights reserved.