Customer service
Refunds, cancellations, and disputes
If the process is not a fit in the first cumulative hour of interview session(s), you get the plan price back. After that, we stay with the edit until the film is as good as the sessions allow. We do not refund a film you can already watch.
Last updated: October 4, 2026
How to reach us
RWG Services LLC
30 N Gould St Ste N
Sheridan, WY 82801
(346) 794-7947
YouMatter@rememberedwithgrace.com
We reply within 2 business days. You can also use the contact form on this site. The same policy is posted at rememberedwithgrace.com/refunds.
What you are buying
Remembered with Grace sells a custom life reel for one family. The Portrait and The Gathering are paid in US dollars, in full, before the sessions. Nothing on a plan renews, and nothing rebills. The service lives at rememberedwithgrace.com.
The first cumulative hour of interview session(s)
That hour is a fit check. Here is exactly what we measure:
- An interview session is a Portrait sitting or a Gathering session for this plan.
- We add the minutes across every interview session. Two sessions of 30 minutes are the cumulative hour. A longer sitting reaches it at 60 minutes.
- A minute counts only while the Headliner or another family member is actually in the session.
- A time on the calendar that nobody joins does not count. A no-show does not count.
You may stop during that cumulative hour. If the tools, joining, or the host are the problem, tell us and we will try support or a change. If it is still not a fit, you receive a full refund of the plan price.
On a sitting that would run past that cumulative hour, we pause and ask whether you want to continue.
When the fee is committed
The plan price is committed when any one of these happens:
- The cumulative interview time goes past the first hour.
- You ask us to start the film.
- We place the finished film in your portfolio.
After the fee is committed
We re-edit pacing, music, order, names, photos, and technical faults until you are satisfied with the edit, or until another pass would not be supported by what was recorded. We tell you which one it is. The plan price is not refunded after that point.
When the sessions hold little story
A quiet Headliner or a short session still becomes the best film those recordings can support. The film can only hold what was shared, and we will say so. When more conversation would help, we offer one more session of up to 60 minutes. That courtesy session is part of making the film. It does not reopen a refund.
When the film is delivered
The refund window closes when the film is in your portfolio. Watching it, downloading it, or sharing it leaves that window closed. If a file will not play, or a paid piece is missing, we fix or replace it. If we cannot, we refund only that missing piece.
The Portrait book, DVD, and travel
The custom book and DVD are made for one family after the film exists. We replace a book or DVD that arrives damaged or defective. We do not accept a return after a change of mind. The short looping presentation is a file and follows the same rule as the film.
If a Portrait date needs a venue or travel cost we cannot recover, we tell you that amount before you confirm the date. A refund during the fit check is the full plan price, minus only that stated amount.
Cancellation
You may cancel before the fee is committed and receive a full refund of the plan price, minus only a venue or travel amount we already told you we cannot recover.
After the fee is committed, cancellation stops new sessions and new production. The fee stays. If the recordings can carry a film, you still receive that film. If they cannot, you receive the portfolio of what was captured.
To change a session time, call or email us, or use the contact form on this site.
How to ask for a refund
Email YouMatter@rememberedwithgrace.com or call (346) 794-7947. Include the email on the account. We confirm within 2 business days. An approved refund goes back to the original card, usually within 5 to 10 business days.
Card disputes
Write or call us before you open a dispute with your card issuer. If a dispute is opened, we answer with the session record and this policy. We may pause delivery until it is resolved.
Prices and promotions
Plan prices are in US dollars. If we offer a promotion, its terms appear with the offer.