billing help
Effective July 2, 2026. Updated September 29, 2026. This policy explains how cancellation, refunds, duplicate purchases, gift codes, partner codes, and billing owner support work.
Each new family can use the iPhone app free for 14 days, starting once its first photos are sorted. Before you subscribe, the App Store shows any trial or introductory offer, the price and the renewal terms, and Apple manages when billing begins. Yearly website subscriptions, when enabled, start with a 14-day free trial through Stripe. Monthly website subscriptions start when Stripe confirms the purchase.
Monthly and yearly subscriptions renew automatically until canceled. Cancel before the renewal date if you do not want the next billing period to begin.
Our Little World is not publicly downloadable from the App Store yet. When in-app subscriptions become available, they will be billed, renewed, canceled, and refunded by the Apple Account used to purchase them. To cancel or request a refund, use your Apple Account settings and Apple's refund tools. Our Little World can help with entitlement troubleshooting, but Apple controls in-app subscription billing.
Website subscriptions are available only when the site shows an enabled live checkout; the current public pre-launch site does not take payment. Enabled website subscriptions are processed by Stripe. The billing owner can manage a Stripe subscription through the website billing portal from the app, when available, or by contacting support.
Canceling a Stripe subscription stops future renewal charges. Access normally continues until the end of the paid billing period unless a refund, chargeback, or revocation applies.
Memories are never deleted for non-payment. If the plan ends, the app becomes read-only. Everything you added stays viewable and exportable, and you can add new moments again once a plan is active.
In the iPhone app, Export everything saves your words, voice notes, letters, Firsts, favorites and the choices you made as files you keep, and can include the original photos and videos of moments you confirmed.
For website subscriptions, contact support within 14 days of the initial Stripe subscription charge if you are not satisfied, purchased the wrong plan, or purchased by mistake. Renewal refunds are reviewed case by case, especially for duplicate purchases, billing errors, accidental renewals, or recent renewals with little or no continued use.
Approved refunds are returned to the original payment method when possible. Stripe processing times and bank timelines can vary.
If you accidentally bought more than one plan for the same family space, contact support with the receipt email, store receipt, Stripe receipt, purchase code, and the email used in the app. We will help connect the correct purchase and review whether the duplicate charge can be refunded.
Website gift years are available only when the gift page shows an enabled live checkout. Completed gift years use single-use digital codes. A gift can usually be refunded before the recipient redeems the code. After redemption, gift refunds are reviewed case by case. If a gift is refunded before redemption, the code may be revoked.
Partner, promotional, and complimentary codes have no cash value. They may expire, have limited duration, be restricted to one family space, and be revoked if issued in error, refunded, misused, or obtained through fraud.
Billing owner transfer is not self-serve at launch. Contact support if a family needs a billing owner change, lost code lookup, duplicate purchase review, or account help.
Taxes, exchange rates, discounts, promotions, app store fees, and bank fees may affect the amount charged or refunded. If a payment is disputed or charged back, paid access may be paused or revoked while the dispute is reviewed.
Email support@ourlittleworld.me with the purchase email, app account email, family name if available, receipt or order ID, and a short description of the issue.
