Refunds and Cancellations

You pay once, when you choose your package at the start, before any storyteller is invited. From that point on, gathering letters, photos and voice notes from storytellers is completely free: there is no fee to invite storytellers, and no fee for however long collection takes.

You can ask for a full refund at any time before the reveal has been opened by, or shared with, the recipient, no questions asked. This covers the common case of a date moving, changing your mind shortly after paying, or paying by mistake, before the surprise has actually happened. At a minimum, this cooling-off period lasts 7 days from payment, and in practice it usually lasts a good deal longer, since most campaigns spend weeks collecting before the reveal is ever opened. A refund at this stage is unconditional: we will not ask you to justify it, and it will not affect anything your storytellers have already sent in.

Only pay when you have chosen the gift. If the reveal does not move them, we refund it in full. Tell us honestly if it did not land the way you hoped, and we will refund you, no forms and no proof required.

And if fewer than five storytellers write, we refund you in full there too. Sometimes a circle turns out smaller than expected, or people do not follow through in time. If your campaign closes with fewer than five contributions, you do not need to ask twice: we refund you in full.

Ready by your date, or the campaign is on us. Start your campaign at least 10 days before the day you need it, and if we do not have the reveal ready in time, we refund you in full.

Outside of the guarantees above, once the reveal has been opened by or shared with the recipient, the service has been performed: the thing you paid for, the cinematic reveal itself, has happened. From that point, refunds for a technical problem are given if the reveal is materially defective, for example key content is missing through our fault, or the reveal genuinely does not work as intended, and we have been given a reasonable chance to fix it and were unable to.

We will always try to fix a genuine problem first. Most issues reported after a reveal has gone out turn out to be fixable, and we would rather repair the reveal than refund it, since the whole point of Encore is that the moment lands well.

Approved refunds are returned to the original payment method through Paystack. This normally takes up to 10 business days to reflect, depending on your bank.

Email hello@encore.gift with the name of the campaign and what happened. We read every message ourselves and will get back to you quickly.

If you cancel a campaign, at any stage, you can also ask us to delete everything the storytellers submitted for it. We will do so on request rather than holding on to it.

This policy sits alongside, and does not limit, any rights you already have under the Consumer Protection Act or the Electronic Communications and Transactions Act.