Refund policy
Version 2026-08 · Capsemble Events By LYBOTECH Group Pty Ltd · ABN 31 693 890 952 · capsemble.com
What you pay for
Starter is free. Memory, Memory Plus, Memory Grand and the Live plans are one-time purchases for one event, bought when you unlock that event. Add-ons (extra people, extra Moments, extra Circles) are one-time purchases that stay with that event. Memory Year is an annual subscription billed in advance.
One-time event plans and add-ons
A plan or add-on is refundable in full within 14 days of purchase if the event has not used it — meaning it has stayed within Starter limits (up to 10 people and 50 Moments), no Photographer link has been used and no final film has been exported. Once an event has used what the plan unlocked, the purchase has been delivered and is not refundable. Upgrades (paying the difference between two plans) follow the same rule for the difference paid. Deleting an event does not refund a plan bought for it.
Memory Year
Cancel at any time from Plans & billing; your Memory Year stays active until the end of the paid year and does not renew. A full refund is available within 14 days of the first payment if no event has used Memory Year limits in that time. Renewals are not refundable once the new period has started, except as required by law.
When we get it wrong
If Capsemble fails to deliver what you paid for — a sustained outage on our side during your event, a plan that never unlocked, a double charge — we refund on request regardless of the above. Where Australian Consumer Law or another applicable consumer law grants you rights (including remedies for services not provided with due care and skill), nothing in this policy limits those rights. Charges by third parties (your card issuer's fees, your Google Drive plan) are outside our control and not refundable by us.
How to request a refund
Use Contact support → Billing or refund inside Capsemble (it attaches the right references for us), or email support@capsemble.com from your account email with the event or receipt reference. We respond within 5 business days; approved refunds go back to the original payment method through Stripe and usually appear within 5–10 business days depending on your bank.