Refund Policy

A Kaiva subscription grants “moments” - one per physical card that Kaiva produces and mails. Active subscribers can also purchase additional moments. Moments never expire and remain yours even if your subscription ends: if you cancel, moments already in your balance can still be used to send cards. (An active subscription is needed to receive new plan moments or buy more, but not to spend what you already have.) Deleting your account forfeits any remaining balance.

Because every card is custom-made to your specifications, subscription fees and moments are generally not redeemable for cash - except as described in Sections 2 and 6 or where the law requires.

If a card arrives misprinted or damaged, contains a production error on our part, or never arrives at all, contact us within 30 days of the expected delivery date at support@kaivamoments.com with your account email and the card in question, and we will make it right with one of the following, chosen by us in good faith based on what actually fixes the problem:

• a free reprint and re-send (our usual remedy when the occasion hasn’t passed and a replacement still serves its purpose);
• the moment returned to your balance; or
• a refund of what you paid for the affected card.

For damage or print-quality claims, we’ll ask for a photo of the card - that’s usually all we need. For non-delivery, we’ll ask you to wait a reasonable period past the expected date (standard mail is sometimes slow), and then we’ll resolve it; cards are sent by regular letter mail without tracking, so we resolve good-faith non-delivery claims on trust.

Good faith both ways. We honor honest claims without interrogation. In return, we may decline claims we reasonably believe are not made in good faith, and accounts with an unusual pattern of claims may be asked for more information or have claims limited. Nothing in this paragraph limits your statutory rights.

We can’t take responsibility for: postal delays after we’ve mailed a card on schedule; late arrival of a card you created inside the 7-day production window (you acknowledge this risk when creating one); cards sent to an incorrect or outdated address you provided; or a recipient declining or discarding a card. If you realize an address is wrong before the card locks, fix it in the app and you’re fine — after lock, the card is already in production.

Up until a card locks for production — roughly 7 days before the occasion — you can cancel, reschedule, or delete it, and the reserved moment automatically returns to your balance. Once locked, a card is in production and cannot be changed, recalled, or refunded, and its moment is not returned (except under Section 2).

Cancel anytime from your billing settings or by emailing support@kaivamoments.com. Cancellation stops future billing; your plan runs to the end of the period you paid for, and moments in your balance remain usable after that(Section 1). We don’t refund unused time on the current billing period. Annual subscribers receive a reminder email before each yearly renewal.

We refund in cash (to your original payment method) in these cases:

• Billing errors — duplicate charges, charges after a confirmed cancellation, or incorrect amounts. Always refunded, promptly.
• Our-fault card issues where a refund is the chosen remedy (Section 2).
• Service discontinuation — if Kaiva shuts down or stops serving your region, we will refund the cash price of unused purchased moments and the unused pro-rata portion of any prepaid subscription period.
• Where the law requires it, and
• Goodwill— we may issue courtesy refunds case by case; doing so once doesn’t create an obligation to do so again.

Nothing in this policy limits any non-waivable rights you have under the consumer protection laws of your state or country. Those rights apply regardless of the terms above.

Email support@kaivamoments.com with your account email and the card or occasion in question. See also our Terms of Service.