Billing, Cancellation & Refund Policy
Tail Echo provides personalized digital memorial products, AI-assisted artwork and videos, premium memorial upgrades, custom digital services, and virtual memorial gifts. This policy explains billing, cancellation, revision, delivery, replacement, and refund rules for purchases processed by Tailecho LLC through tailecho.com.
Effective Date: August 9, 2026 · Last Updated: August 9, 2026
Policy at a glance
Before production
Eligible customized orders may be canceled for a full refund if we confirm that no order-specific production work has started.
After production begins
Customized work is generally not refundable for a change of mind or subjective style preference after order-specific production has begun, subject to applicable law.
Complimentary revision
Eligible customized digital products include one reasonable complimentary revision requested within 48 hours after delivery.
Delivery or quality problems
We first try correction, regeneration, replacement, restored access, or redelivery. An unresolved material problem may qualify for a partial or full refund.
1. What this policy covers
This policy applies to paid purchases processed directly by Tailecho LLC through tailecho.com, including Digital Sanctuary packages, AI-assisted portraits and videos, downloadable memorial files, premium memorial upgrades, custom digital memorial services, and virtual memorial gifts.
It does not apply to free features, unrelated third-party purchases, or charges not processed by Tailecho LLC.
2. Digital products and no physical shipping
Unless a product page clearly states otherwise, Tail Echo products and services are digital-only. No physical item, frame, crystal, package, or shipment is included.
Digital delivery may occur by email, secure link, account access, download, or publication to a memorial page. AI-assisted artwork is an artistic interpretation and is not a photograph, proof of an afterlife, or communication with a deceased pet.
3. Cancellation before production begins
You may request cancellation before customized production begins. If we confirm that no order-specific work has started, an eligible order may be canceled and refunded in full.
Production begins when we start reviewing submitted materials for the order, preparing creative directions, generating AI assets, editing media, creating or upgrading a memorial page, or assigning human production time. Because personalized work may begin quickly, a cancellation window is not guaranteed.
4. Orders already in production
After customized production begins, an order is generally non-refundable for a change of mind, subjective style preference, expectation of an exact photographic replica, or failure to review clearly disclosed product information. This does not apply to non-delivery, duplicate charges, serious unresolved defects, a product materially different from its purchase description, or refunds required by applicable law.
5. Complimentary revision policy
Eligible customized digital products include one complimentary reasonable revision requested within 48 hours after delivery.
A reasonable revision may correct a name, date, clearly inaccurate feature, omitted purchased item, file problem, or similar objective issue. It does not include a completely new concept, replacing all source photos, adding unpurchased items, unlimited variations, or rebuilding an approved product.
6. How we resolve delivery or quality problems
We normally try to:
- Restore access or resend a file.
- Correct an objective error.
- Regenerate, replace, or redeliver the affected item.
- Offer another reasonable remedy.
- Approve an appropriate partial or full refund when a material problem cannot reasonably be resolved.
7. When a refund may be available
After review, a partial or full refund may be available for circumstances such as:
- A duplicate charge.
- A verified unauthorized transaction.
- Non-delivery within a reasonable period.
- A product materially different from the purchase description.
- A corrupted or unusable file that remains unresolved.
- An uncorrectable major production error.
- Another material portion of a paid package that cannot reasonably be delivered or corrected.
- A refund required by applicable law.
We may review the order, product description, submitted materials, production and delivery records, access logs, and relevant communications before making a decision.
8. Situations that are generally not refundable
Subject to applicable law, refunds are generally unavailable when:
- The paid product was delivered substantially as described.
- The request is based only on change of mind or subjective style preference after production begins.
- Required information or source files were not supplied.
- A delay resulted from incomplete or inaccurate customer information.
- Disclosed source-photo or AI-generation limitations affected the result.
- Delivery or account instructions were not followed.
- The delivered file or product was materially altered after delivery.
- The request is fraudulent, abusive, or cannot reasonably be verified.
Nothing in this policy removes a consumer right that cannot legally be waived.
9. Virtual memorial gifts
Virtual lilies, candles, toys, and similar gifts are digital memorial expressions, not physical goods. Cancellation may be possible before processing or display. After display, a gift is generally non-refundable.
We will investigate duplicate charges, failure to display, or placement on the wrong memorial. Removing a public message at the purchaser’s request does not automatically create a refund right.
10. Free memorials and free features
Free memorials and free features have no purchase price to refund. Optional paid upgrades, customized products, and virtual gifts are governed by this policy.
11. Delivery estimates, delays, and access
The delivery period shown on a product page or order confirmation is an estimate unless expressly identified as guaranteed. Delays may result from incomplete information, source-file problems, delayed customer responses, high order volume, security review, technical issues, or third-party service interruptions.
You are responsible for providing a working email address and checking spam folders and account access. If we cannot complete a paid order within a reasonable period, you may request cancellation and a refund for the undelivered portion, subject to review and applicable law.
12. How to request a cancellation, revision, or refund
Submit a request through the Tail Echo Contact page or by email. For the fastest review, include:
- Your full name.
- Order number.
- Purchase email.
- Product or service name.
- A clear reason for the request.
- Relevant screenshots or error details when applicable.
Recommended subject: Refund Request – Order #[Order Number]
Please report delivery, access, or technical problems promptly, preferably within seven days after delivery. This reporting request does not limit any non-waivable right provided by applicable law.
Initial review: Complete support, cancellation, revision, and refund requests are normally acknowledged or initially reviewed within 1–3 business days, Monday–Friday, Eastern Time (ET). Additional investigation, verification, payment-provider review, or corrective work may take longer.
13. Approved refunds
Approved refunds are normally submitted to the original payment method. After Tail Echo submits the refund, the payment processor, card issuer, or bank controls how long it takes for funds to appear.
We will normally provide confirmation after an approved refund is submitted. Currency conversion, exchange-rate differences, and third-party banking fees are outside Tail Echo’s control.
14. Partial refunds
A partial refund may be appropriate when part of a package was properly delivered and another material paid portion could not reasonably be delivered, corrected, replaced, or restored.
15. Payment disputes and chargebacks
Please contact Tail Echo first when practical so we can try to resolve a billing, access, delivery, or quality problem. Nothing in this policy prevents a lawful payment dispute.
When a dispute is filed, we may provide the payment provider with relevant order, acceptance, production, delivery, access, and support records. Related paid access may be temporarily restricted during an unresolved payment reversal, fraud investigation, or account-security review when reasonably necessary, but not merely to punish a lawful dispute.
16. Your legal rights
This policy does not exclude, restrict, or modify a consumer protection right that cannot legally be excluded. Some jurisdictions provide additional cancellation, digital-content, repair, replacement, or refund rights. Mandatory law controls where it conflicts with this policy.
17. Changes to this policy
Tailecho LLC may update this policy to reflect changes in products, operations, payment methods, support procedures, or legal requirements. Unless mandatory law requires otherwise, an order will generally be reviewed under the policy and product description in effect when the order was placed.
Related policies and support resources
Contact & business information
Business Name: Tail Echo
Legal Entity: Tailecho LLC
Registered Office: 30 N Gould St Ste N, Sheridan, WY 82801, United States
Website: tailecho.com
Support Email: tail@tailecho.com
AI Voice Assistant: +1 (605) 633-7556
Support Business Days: Monday–Friday, Eastern Time (ET)
Refund, cancellation, billing, and payment-dispute decisions require human review. The AI Voice Assistant can provide general information but cannot approve refunds or make final billing decisions.
