Skip to content 
Stay Connected. Preserve Memories.
Join our email list for meaningful stories, timeless preservation tips, and discounts on our services. No spam—just heartfelt content delivered to you.
Refunds and cancellations
This page sums up our refund and cancellation rules in plain words. The full rules are in our Terms of Service, mainly section A6 and the service sections linked below. If this summary and the Terms ever disagree, the Terms apply. Nothing here takes away any right you have under consumer protection law.
The basics
- Before we start work: you can cancel and we refund what you paid, apart from anything we have told you is non-refundable (such as a booking deposit, the $150 memorial video and slideshow deposit, or a used mailer kit).
- After we start work: we charge for the work we have done, and refund the rest.
- After delivery: custom work cannot be “returned”, but if something is wrong with your files, video or page, tell us within 30 days of delivery and we will fix it at no charge (section A7).
- Refunds go back to the way you paid.
- Gift cards are sold through Square and do not expire.
Digitizing, mail-in kits and data recovery
- Mailer kits: within 30 days of purchase, we refund the kit price as long as its shipping label has not been used. The kit price does not count toward the $50 minimum. (B1.2)
- Data recovery is always quoted first, and you pay only if it is successful: we show you a list or sample of the files we recovered, and if they are not what you need, you pay nothing. (B2)
Memorial videos and slideshows
- The $150 deposit is non-refundable once paid. It holds your place in our schedule and covers the time we set aside for your video.
- The balance is only due once you are happy with your final video.
- If we cancel, or cannot make your video, we refund everything you paid.
- Rush fees are refunded if we miss a rush deadline we agreed.
- Free samples are always free.
Legacy videos
- Legacy videos are booked with a deposit of 25% of the quote. The deposit is not refunded if you cancel. If we cancel, we refund everything you paid.
- If you cancel within 7 days of the shoot, we may charge for time already booked and preparation done. If filming has already started, you pay for the work done.
- If we have to reschedule because of illness, severe weather or an emergency, we will find a new date with you at no extra cost, or refund you if we cannot.
See B4.4.
Livestreaming and event videography
- Booked with a deposit of 25% of the quote, which is not refunded if you cancel. If we cancel or cannot attend, we refund everything you paid.
- If a live stream fails for a reason within our control and we cannot deliver the recording either, we refund the livestream portion of your order.
Digital pages (tribute, wedding, event and celebration pages)
- Plans: a full refund within 14 days of purchase.
- Stationery suite and print files: cannot be refunded once any file has been downloaded, unless a file is faulty and we cannot fix it.
- We build it for you and Custom page touches: refundable in full until we start work. After that, refunded only if we do not deliver what was agreed. Rush: if we miss the 24-hour deadline, we refund the rush fee.
- Your own web address: not refundable once the address has been registered.
- Hand-drawn style portrait: refundable until we start work. After delivery, we will make one new version if you are not happy, but it is not refundable.
- After a full refund, your page goes back to the plan it had before. Your content is not deleted.
See C8.
How to ask for a refund
Email admin@everlastingstudios.ca or call 226-270-7658 (toll-free 1-888-351-6484), Monday to Saturday, 9 am to 6 pm Eastern time. Please include your name and order number if you have one. A real person will answer.