Refund Policy
We want you to feel confident when using Qiyuan. If something goes wrong with your order, we'll make it right. This page explains exactly when and how refunds work.
Last updated: April 2026
1. Our Fulfillment Guarantee
100% refund if we cannot fulfill your offering within the stated timeframe.
No questions asked. No complicated process.
If we are unable to complete your remembrance offering as described — whether due to venue availability, scheduling issues, or any other reason — you will receive a full refund.
2. Refund Scenarios at a Glance
| Scenario | Refund | Details |
|---|---|---|
| Service not fulfilled within stated timeframe | Full refund | Automatic — no questions asked |
| Cancel before fulfillment | Full refund | Contact us before the service is completed |
| Duplicate order or wrong selection | Full refund | Contact us as soon as possible; we'll cancel or amend |
| Venue surcharge declined | Full refund | If a surcharge is required and you decline, we cancel and refund |
| Service completed successfully | Non-refundable | Once the offering is fulfilled and documented, it cannot be reversed |
| Memorial page published | Non-refundable | Free edits available for 48 hours after publishing |
| Documentation not received | Case-by-case | We'll follow up with the provider; refund if unresolvable |
3. Before Fulfillment
If your offering has not yet been fulfilled, you are entitled to a full refund in these situations:
- Service not fulfilled within the stated timeframe: 100% refund, automatically
- Venue or festival surcharge required: if a specific venue or festival date requires an additional surcharge and you decline, we cancel the order and issue a full refund
- Order mistakes: duplicate order or wrong selection — contact us as soon as possible. If not yet fulfilled, we'll cancel for a refund or amend the order as you prefer
- Change of mind: contact us before fulfillment and we'll process a full refund
4. After Fulfillment
Once a service has been completed, it generally cannot be refunded because the offering has already been performed. Specifically:
- Completed cultural offerings (dedications, lamps arranged at venues, plaque placements) are non-refundable after fulfillment
- Published memorial pages are non-refundable — however, minor text and image edits are free for 48 hours after your page goes live
- Virtual offerings (virtual lamps, Health & Peace Lamps) are non-refundable once the digital confirmation has been sent
Need corrections? If you spot an error on your memorial page after it's published, contact us within 48 hours — we'll fix text and image issues at no charge.
5. Special Situations
Documentation not received:
If you haven't received documentation within 48 hours of the expected fulfillment date, contact us. We'll follow up with the service provider. If we cannot resolve the issue or provide adequate documentation, we will offer a full refund.
Service partially completed:
If a service was partially completed (e.g., offering performed but documentation unavailable due to unexpected venue restrictions), we'll work with you on a fair resolution — which may include a partial refund or alternative documentation.
Platform issues:
If a technical issue on our end prevents your memorial page from going live or your offering from being processed, you are entitled to a full refund or we will re-process your order at no additional cost.
6. How to Request a Refund
To request a refund or report an issue:
- Email: support@qiyuanmemorial.com — include your order number and a brief description
- WhatsApp: +86 1391 802 0653
- Contact page: qiyuanmemorial.com/pages/contact
We aim to respond to all refund requests within 12 hours. Approved refunds are processed within 5–10 business days, depending on your payment provider.
7. Refund Processing Timeline
- Response time: within 12 hours of your request
- Refund approval: typically within 1 business day
- Refund to your account: 5–10 business days after approval (depends on your bank or payment provider)
Refunds are issued to the original payment method used at checkout. We cannot process refunds to a different payment method or account.
8. Free Services
Free memorial pages and free dedications (Wish Wall entries) do not involve any payment, so no refund applies. If you'd like a free memorial page removed or a Wish Wall entry deleted, simply contact us and we'll process your request.
Qiyuan Memorial is a cultural remembrance platform. All services are offered for cultural remembrance only — no spiritual efficacy is claimed. Refund eligibility is based on service fulfillment status, not on subjective satisfaction with spiritual or cultural outcomes.
