HomeRefund Policy
14-Day Money-Back Guarantee
We offer a voluntary 14-day refund policy on eligible purchases made directly through Happy Tree Cards. Eligibility depends on the type of purchase, whether it has been used, and whether the customer or organisation has previously used a free trial or refund guarantee. This policy does not affect any mandatory rights under applicable law.
Clear refund window
Request a refund within 14 days of purchase, or within 14 days of the start of a paid subscription.
Broad coverage
The voluntary guarantee covers eligible single-card purchases, unused paid credits and qualifying subscription payments. Different conditions apply to each purchase type.
Your rights stay intact
Your legal rights are not affected. If the law in your country gives you a longer refund or cancellation period, that longer legal period applies.
See our Terms and Conditions for the full legal terms.
Subscription Cancellations and Free Trials
Straightforward cancellation for teams evaluating Happy Tree Cards in good faith.
Cancelling your subscription
Only the organisation billing admin can cancel a subscription from Organisation Settings. Cancellation is scheduled for the end of the current trial or paid billing period, so your team keeps access until the date shown in your account.
After a free trial has been used, a later subscription begins as a paid subscription without a further voluntary evaluation or money-back period.
For business and organisation subscriptions, the current billing-period charge is non-refundable once any subscription benefit has been used, including using a subscription credit to create a card, unless there was a material problem with our service or applicable law requires a refund.
Cancelling normally prevents the next renewal and access continues until the end of the paid billing period. We may suspend access sooner where there are objectively reasonable grounds to suspect fraud, trial abuse or deliberate payment circumvention.
One Evaluation Opportunity
Free trials and introductory evaluation offers are limited across related accounts.
Each customer, organisation and its associated users may use only one free trial or introductory evaluation offer. A customer or organisation that has started or completed a free trial is not eligible for a further free trial or for our voluntary subscription money-back guarantee, unless we agree otherwise in writing.
Credit Bundles
Unused paid credits can still be refunded fairly.
If you bought a credit bundle and have not used all the paid credits, we can refund the unused paid credits pro rata.
Free, bonus, promotional, gifted and goodwill credits are not refundable for cash.
Credits do not expire, but they have no cash value and cannot be redeemed for cash except where we refund the original eligible purchase under our Terms or where the law requires it.
Created, Sent and Unsent Cards
Whether a card has been used matters when assessing refunds.
When a credit is used
A card credit is used when the card is created and made available for signing. Used credits and the corresponding portion of a purchase are not eligible for a voluntary refund.
Unsent cards
If a card was created accidentally, has not been shared, signed, sent or delivered, we may reinstate the credit at our discretion. This does not create a right to a cash refund.
Sent or delivered cards
Sent, delivered, shared or signed cards are treated as used.
Statutory Rights
Our voluntary policy operates alongside mandatory consumer protections.
Consumers may have mandatory cancellation rights under applicable law. Where a consumer asks us to begin supplying a service during a statutory cancellation period, we may deduct the proportionate value of the service already supplied where the law permits. Different rules may apply to digital content supplied with the consumer’s express consent and acknowledgement.
System Problems
We distinguish between issues caused by our system and issues outside our control.
Normally covered
If our system causes a problem that materially prevents you from using what you paid for, we may offer a refund, replacement credits or another suitable remedy.
This includes issues such as failed delivery caused by our system, PDF download failure, data loss, video upload failure, moderation failure, or a prolonged service outage.
Not normally covered
Issues outside our control, such as a typo in the recipient’s email address, recipient email-provider blocking, your device or browser problems, or third-party payment-provider issues, are not normally covered by our voluntary refund policy.
Objective Abuse Indicators
We assess voluntary refund requests using reasonably available evidence.
We may refuse or reduce a voluntary refund where reasonably available evidence shows:
- previous trials or refund guarantees linked to the customer or organisation;
- multiple accounts, organisations, identities or payment methods used to obtain introductory benefits;
- material use followed by an immediate refund request;
- false eligibility information;
- repeated refunds or improper chargebacks; or
- exploitation of a technical, billing or eligibility error.
A normal cancellation or valid exercise of statutory rights is not, by itself, abuse.
How to Request a Refund
A quick message with the right details helps us resolve things faster.
Email support@happytreecards.com or use the account support page.
Approved refunds are sent to the original payment method, in the original payment currency, and include applicable taxes on the refundable amount. We process approved refunds within 14 days.