Refund Policy

Matchbook is a one-time digital purchase that's available as soon as you pay, so we don't offer change-of-mind refunds. We will refund you if something on our side goes wrong.

Within 14 days of the purchase, if:

• a technical problem on our side stops your Matchbook or a paid feature from working, and we can't fix it within a reasonable time; or
• you were charged twice or by mistake (for example a duplicate payment); or
• your partner can't get their dating-app data (they can tell us through their invite, or you can): ask from your Matchbook's options, linked from the Matchbook, from My Matchbooks and from the partner invite page.

This applies to Matchbook purchases and to upgrades from Spark.

• You changed your mind, or no longer need the Matchbook.
• Your partner just hasn't added their side yet, or chose to withdraw consent.
• Your dating-app export didn't contain the conversation you hoped for. You can check this before paying, and your first Spark is free to try.
• More than 14 days have passed since the purchase.

Go to Account → Payments and choose “Request a refund” next to the payment (shown for 14 days after you pay), or use the contact form and choose “Refund request”, or email [email protected]. Tell us which Matchbook and what went wrong. We reply within 5 business days; approved refunds go back to the original card through Stripe and usually appear within 5–10 business days.

When a Matchbook you bought is fully refunded, it's deleted 7 days later, with its photos, messages and memories, for both of you. Until then you can still open it and download everything (Account → Your data). We email you the date it will be deleted. We keep a record of the payment and the refund for our accounts. A partial refund changes nothing else. If you're refunded for an upgrade, the Matchbook stays and goes back to being your free Spark: it looks and works like a Spark, and what the upgrade added (the letter, the video, memories beyond a Spark's, the style) is kept but hidden, and comes back as it was if you upgrade again. Upgrading a Spark lets you start another free one, and an account keeps one free Spark at a time: if you've made another free Spark since, the refunded one is deleted 7 days later instead, as with a refund, and the other stays. While a chargeback is open the Matchbook is on Spark in the same way. If the bank reverses the payment, it's handled as a refund.

This policy doesn't take away any rights you have under the Consumer Protection laws that apply to you.