Momento Studio Refund Policy
This document is short on purpose: people read it at an unpleasant moment, and there should be nothing to puzzle over.
In short
We refund if the invitation was never published, if a fault on our side was not fixed within 24 hours, or if you were charged twice for the same thing.
We do not refund if the invitation is published and working and you changed your mind, or if the mistake is in details you entered — those we will fix free of charge.
1. When the service counts as delivered
The service is a published invitation available at a link.
Publication happens automatically the moment payment succeeds. That is when the service is delivered in full: the digital product has been handed over and can already be used.
This is why you see the finished invitation in full before paying, in preview. It is the same page your guests will see.
2. The invitation was not published
Money left your account but no link appeared — write to us. We will investigate and publish the invitation.
If it cannot be published, we refund the full amount.
3. A technical fault
If a published invitation does not open or works incorrectly through our fault, write to us. We will undertake to fix it.
If we have not fixed it within 24 hours of your message, you may ask for a full refund.
We try to repair first and refund second: in most cases repair is faster, and you need the invitation more than the money.
Faults not caused by us fall outside this rule: outages at Telegram, the payment system, map services, your internet connection or your device.
4. A mistaken or duplicate charge
If you were charged twice for the same invitation, we refund the extra charge in full.
There is no deadline for raising this. Attach proof — a statement or receipts. If the details match, we refund.
Two payments for different invitations are not a duplicate charge: those are two separate orders.
5. A mistake in your own details
A wrong date, a misspelled name, the wrong address — none of these is grounds for a refund.
They are, however, grounds to write to us: we will correct them free of charge and as many times as needed while the invitation is live. Usually faster than a refund would take.
6. You simply changed your mind
If the invitation is published and working, no refund is made. The service was delivered at the moment of publication and cannot be undone after the fact: the link already exists and guests may already have it.
This does not affect consumer rights granted to you by the law of your country of permanent residence that cannot be limited by agreement. If you have such a right, write to us and we will sort it out.
7. Breach of the rules
If an invitation is blocked or deleted for breaching the Terms of Use — prohibited content, deception, infringement of someone else's copyright — no refund is given.
8. How to ask for a refund
Write to support@momento-studio.com and include:
- the link to the invitation or the order number;
- what happened;
- proof of payment, if this concerns a duplicate charge.
If you paid with Telegram Stars, you can get the order number in the bot with the /paysupport command — it lists your payments.
9. Timescales
We respond to a request within 1–3 business days.
Once a refund is agreed we send it straight away. How long the money then takes depends on your bank and the payment system — usually from a few days up to two weeks.
10. Where the money goes back to
A refund always goes by the same method used to pay. We cannot send it to a different card or a different person.
- Paid by card. The refund is issued by our payment partner, which acted as the seller. The money returns to the same card.
- Paid with Telegram Stars. Stars are returned to your Star balance in Telegram under Telegram's rules. They do not convert to cash or to a card — that is how Telegram works, not a restriction of ours.
11. If you disagree with our decision
Write again and explain why. We will reconsider.
If that does not help, you may approach the consumer protection authority of your country of residence, or bring proceedings in the courts of your place of residence.
For card payments you may also contact the payment partner that acted as the seller, or your own bank, directly.
For Telegram Stars: if you believe we have refused a legitimate refund, Telegram lets you take the transaction reference from Settings → My Stars and report the problem.
12. Language of this document
The official versions are Russian and English. Translations into other languages are provided for convenience. Where the meaning differs, the Russian version prevails.
13. Contact
Related documents: Terms of Use · Privacy Policy · Cookies