Right of withdrawal

Last updated: 8 October 2026

If you are a consumer in the European Union, the law gives you 14 days to change your mind. Below is that right in the wording the law asks for. Underneath it is our own promise: for a paid memorial page it is wider — 30 days — and a documentary film has its own clear rule.

Right of withdrawal

You have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day you place your order.

To exercise the right of withdrawal, you must inform us —

ALTA NOTA S.R.L., CUI 55616505, Trade Register number J2026055297002, forever@stellamemoria.com

— of your decision to withdraw from this contract by an unequivocal statement (for example, a letter sent by post or an email). You may use the model withdrawal form below, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.

If you requested that the performance of services begin during the withdrawal period, you shall pay us an amount which is in proportion to what has been performed until you have communicated to us your withdrawal from this contract, in comparison with the full coverage of the contract.

When the right of withdrawal ends early

For a contract for the supply of services, or of digital content not supplied on a tangible medium, your right of withdrawal ends once we have begun performance, if before that you

1. gave your express consent for us to begin performance before the end of the withdrawal period, and
2. acknowledged that by giving that consent you would lose your right of withdrawal once the contract had been fully performed,

and we have fully performed the service.

In practice this is what happens when your memorial page is published straight away.

Our own refund promise

A paid memorial page (Forever or Pet)

If you change your mind about a paid memorial page (Forever or Pet) within 30 days of paying, we refund you in full — including when the statutory right of withdrawal has already ended. Write to us at forever@stellamemoria.com, or ask for it from your page settings, where you also choose whether the page should be hidden or deleted.

The only exception is anything we make for you — a generated voice recording, a photo animation, a Farewell film. Once it has been made or delivered, the work is done, and it is not refunded for a change of mind. If it has a real technical fault, we repair it, or refund it if we cannot.

We would rather give the money back than argue about which of the two rights applies.

A documentary film

A documentary film is made for one family, step by step, so it has its own rule. We want it to be simple and fair.

• Until you tick "OK, FINAL corrections", you can still cancel and receive your first payment back in full, even after you have seen all your previews and corrections. To cancel, write to us.
• When you tick "OK, FINAL corrections", you tell us this is the film you want made final. Before you tick it, we tell you clearly what follows, and you agree to it. The second payment then opens and your final film is made.
• From the moment you tick, there is no refund for a change of mind, and the statutory right of withdrawal ends. A further correction to a Documentary after the final film costs €49 and is not refunded.
• If the film has a real technical problem, we make it again until it is right; if we truly cannot repair it, we refund it. Your statutory rights remain unaffected.

If you are in the United Kingdom

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you an equivalent right: 14 days from the day you place your order, cancelled by a clear statement to us, with the same early end where a digital service has been fully supplied after your express consent. Our own refund promise above applies to you in the same way.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To ALTA NOTA S.R.L., CUI 55616505, Trade Register number J2026055297002, forever@stellamemoria.com:

I/We () hereby give notice that I/We () withdraw from my/our (*) contract for the provision of the following service:

Ordered on (*): …………………… Name of consumer(s): …………………… Address of consumer(s): …………………… Signature of consumer(s) (only if this form is notified on paper): …………………… Date: ……………………

(*) Delete as appropriate.