Refund Policy

We want you to feel confident purchasing Eterna. If you are not satisfied with your subscription, you may request a full refund within 14 days of the original charge, for any reason. This applies to new Premium subscriptions and to renewals. Refunds are processed by our payment provider and Merchant of Record, Paddle.

Eterna subscriptions are billed in advance through Paddle, our Merchant of Record. You may cancel your subscription at any time from your account settings; cancellation takes effect at the end of the current billing period and you retain access until then. After the 14-day refund window, cancellation stops future renewals but does not automatically refund the current period.

To request a refund within the 14-day window, visit paddle.net and sign in with the email you used at checkout, or email support@eterna-legacy.com with your account email and the Paddle transaction reference. Paddle handles refund processing on our behalf and typically completes approved refunds within 3–10 business days back to your original payment method.

The Heirloom tier includes hand-crafted, personalized deliverables (studio voice cloning, professionally edited life-story film, engraved keepsake). Once production work has begun or physical items have shipped, that portion of the fee is non-refundable, but any unstarted portion may be refunded on request. Contact support@eterna-legacy.com to discuss.

If you believe a charge is incorrect, please contact us or Paddle first — we can usually resolve billing questions faster than a chargeback and will honor any valid refund request within the 14-day window. Fraudulent chargeback attempts may result in account suspension.

Questions about this policy or a specific charge? Reach out to support@eterna-legacy.com or visit paddle.net for self-service refund requests, invoices, and payment method updates. Paddle is our Merchant of Record and handles all billing on our behalf.