Refund & Cancellation Policy
Last updated: 5 October 2026
The short version
- Creating your will is free, so there's nothing to refund.
- You can cancel Live Will membership at any time, and you won't be charged again.
- If you request a refund within 14 days of your initial purchase or renewal, you'll get a full refund — no deductions, no conditions.
- All payments and refunds are processed by Paddle, our Merchant of Record.
1. Your 14-day refund right
You can request a full refund within 14 calendar days of your initial Live Will purchase or any renewal, wherever you live. The refund is for the full amount paid — we do not deduct anything for the days your membership was active.
To request a refund, either:
- visit paddle.net and enter your order details to request a refund directly from Paddle, our Merchant of Record; or
- email support@openwill.app and we'll arrange it for you.
2. Cancelling your membership
You can cancel at any time. Sign in and go to Live Will → Manage billing, then cancel in the secure billing portal, or email support@openwill.app. Cancellation stops your membership from renewing — no further payments will be taken — and your membership stays active until the end of the period you've already paid for.
3. How refunds are paid
All payments and refunds are processed by Paddle.com Market Limited ("Paddle"), which is the Merchant of Record for all our orders. Approved refunds go back to your original payment method, and Paddle will confirm the refund to you by email. Your bank may take a few days to show the money.
If you have any question about a payment or refund, you can contact us at support@openwill.app or Paddle's buyer support at paddle.net.
4. If something goes wrong on our side
If Live Will isn't provided with reasonable care and skill, or isn't as described, you have rights under the Consumer Rights Act 2015 (in the UK) or your local consumer protection law. We'll put the problem right. If we can't, you'll receive an appropriate refund.
5. Changes we make
If we increase the price or significantly reduce what membership includes, and you cancel as a result, we'll refund any unused period you've paid for.
6. Bereavement
If a member dies, we'll refund the unused portion of an annual membership to their estate on request. Contact bereavement@openwill.app.
7. Contact us
If you're unhappy with a refund decision, see our Complaints Procedure.