Legal
Refund Policy
A candle is a digital service that is delivered immediately. The moment your payment is confirmed, the candle is lit in the chapel and your intention becomes publicly visible — the service is rendered in full at that instant and cannot be “returned”. By completing a payment you acknowledge that the service begins at once and you agree that no cancellation or withdrawal right applies once the candle has been lit.
We still handle every inquiry fairly. Because card payments are matched manually, we review each request individually and issue refunds in the specific situations described below.
When We Offer Refunds
- Technical Error: A payment was made, but the candle or prayer request did not activate, and we were unable to activate it manually within 24 hours.
- Duplicate Charge: You made a duplicate payment for the same request by mistake.
- Incorrect Amount: You transferred more than the standard offering amount. We will refund the difference.
- Cancellation Before Activation: You changed your mind before the candle appeared in the chapel. Please notify us immediately.
When Refunds Are Not Available
- The candle is already burning in the chapel and its active duration has begun.
- You changed your mind after the prayer request was read during the Sunday service.
- The candle was removed due to a violation of our Acceptable Use policy (harassment, spam, or profanity in the request).
- More than 30 days have passed since the payment date.
How to Request a Refund
- Write to us via our contact form.
- Provide: payment date, amount, order name, and the reason for the refund request.
- Attach a screenshot or receipt of the transaction (to help expedite processing).
- We will review your request within 3 business days and notify you of our decision.
- Approved refunds will be returned to the original payment source within 5 to 7 business days.
Before You Dispute a Charge
If something went wrong with your payment, please contact us before asking your bank to reverse the charge. Almost every issue — a candle that did not appear, a duplicate payment, a typo in a name — we can resolve quickly and directly.
- A candle that is already lit is a service that has been delivered as described. A chargeback filed on such a payment will be contested with our transaction and activation records, because you received exactly what you paid for.
- Filing a dispute without contacting us first only slows things down: it freezes the payment for weeks and prevents us from issuing the faster manual refund you may actually be entitled to.
- We keep every refund inquiry on record and respond within 3 business days. Reaching out first is always faster than a bank dispute.
Times & Fees
- Review window: up to 3 business days
- Refund completion after decision: 5 to 7 business days
- Any applicable banking transaction fees may be deducted from the refund amount.
- Request window: within 30 days of the payment date.
Frequently Asked Questions
- The candle did not appear in the chapel. Is this grounds for a refund?
- Please give us a chance to resolve this manually first. Manual activation usually takes up to 2 hours once you contact us. If we cannot activate it, we will issue a full refund.
- Can I get a refund for an active candle?
- No. The service has already been provided (the candle is burning, and the prayer is visible). If there is a typo in the name, let us know and we will correct it.
- How fast will the refund arrive?
- From your initial request to funds arriving back on your card, usually 5 to 10 business days, depending on bank processing times.
Contact
Please submit refund inquiries via our contact form. We reply within 3 business days.