Refund Policy

Problems and failed delivery

Contact support if a paid order has not been delivered, personalization or publication fails, a delivered link is broken because of a service-side problem, or an extended outage prevents access. Include the order reference and what you see, without sharing private photos unnecessarily.

For a reported problem, CHERMO will first try to resolve it. If a technical or service problem prevents delivery of the purchased memory, CHERMO will first attempt a reasonable remedy, correction, or re-delivery. Where appropriate, CHERMO may provide the service again at no additional charge to resolve the failed delivery. If the problem cannot be successfully resolved and the purchased service cannot be delivered, CHERMO will process the applicable refund.

Duplicate payment

If you are charged more than once for the same order, contact CHERMO. We will investigate and, where a duplicate payment is confirmed, process the applicable refund.

Cancellation and personalized work

Before personalization work begins, you may request cancellation and it may qualify for a refund. Once work has started, refund eligibility depends on the stage of the work and the circumstances. Because CHERMO involves personalized digital work, cancellation and refund treatment may differ after work has begun. Applicable consumer rights are not excluded.

If incorrect names, messages, dates, photos, videos, or other content were submitted, CHERMO may offer a correction where technically possible. Refund eligibility depends on the stage of personalization and the circumstances; customer-submitted mistakes do not automatically qualify for a refund.

How to request help or a refund

A missing email alone does not establish whether a memory was published. Check your account and contact support for the delivery status. If payment was deducted but confirmation failed, provide the transaction reference so it can be reconciled. Do not repeatedly pay for the same order to resolve an error.

Email chermo18.in@gmail.com with your order ID, payment/Razorpay reference if available, and a short description of the issue. Do not send your full card number, CVV, OTP, bank password, or payment PIN.

Once a refund is approved by CHERMO, CHERMO will initiate the refund within 2–3 business days. The time taken for the refunded amount to appear in your account may depend on the payment provider or bank.