The terms of sale, and below them the refund and cancellation policy. Plain language on purpose.
These terms are between you and GRADUAL AXE LABS S.R.L., a company registered in Romania, registered office Strada Brașov 25L, bloc B4, scara A, et. 7, ap. 35, cam. 1, sector 6, București 061444, Romania, trade register number J2026051680004, tax identification number 55488910, email [email protected].
Consumer protection in Romania is supervised by the National Authority for Consumer Protection (ANPC), anpc.ro.
Keepsake is not affiliated with, endorsed by or sponsored by Apple Inc. Apple Wallet, Apple Pay and iPhone are trademarks of Apple Inc.
Keepsake is directed to consumers in the European Economic Area, the United States, Canada, Australia and New Zealand. We cannot currently take payments from the United Kingdom, or from a small number of countries where our payment provider cannot operate. The checkout will tell you kindly before you pay, and nothing you made is lost.
Keepsake is for people aged 16 or over. If you’re under 18, please ask a parent or guardian before you buy.
This applies to who pays, never to who receives. A keepsake bought as a gift can be opened anywhere in the world, the recipient does not need to live in a place we sell to, and nothing about their location affects the gift.
A Keepsake is a digital file, an Apple Wallet pass, made from a photograph you provide and the words you choose. When you buy one, you get:
Please keep that email. Because Keepsake has no accounts, your inbox is the only place your keepsake persists. We do not retain a copy for self-purchases and cannot re-send one later. This is a deliberate consequence of not storing your photographs.
What a keepsake is not. It is not a physical object. It is not a payment card, ticket, voucher or anything of monetary value. It does nothing except exist in your Wallet and show you a photograph.
At checkout you can add up to two buttons that appear under the pass in Apple Wallet on iOS 27 or later: a song button, which Wallet titles “Listen to Music” and which opens the song link you choose in your music app, and a Call button, which rings the number you choose (not offered for a keepsake made in memory of someone). Each costs €1 / $1 per order, however many keepsakes are in it. You give us the song link and the number right after paying, before we make the keepsake. The song link is also written on the back of the pass, where it works on older versions of iOS too.
Wallet draws these buttons with its own titles and icons, which we cannot change. A keepsake that is not made in memory of someone also carries our own button, which Wallet titles “Shop Online or In-App” and which opens keepsakepass.com, in a place you left empty. A button opens whatever is at its link or number: if a song is taken down or a number changes, the pass cannot be updated, so please check them before you make it.
Apple Wallet is Apple’s software. How a pass looks and behaves depends on your device and your version of iOS, and Apple may change either. We build to Apple’s published specification, but we cannot promise a particular appearance on a particular device, and we are not responsible for a pass being removed by iOS or lost when a device is reset. Keepsakes look their best on iPhone with iOS 27 or later (the iPhone 11 and newer, and the iPhone SE from the 2nd generation on), where the photo fills the whole pass. On older versions of iOS they still work, in Wallet’s classic layout.
Keepsake is build first, pay last. You make the keepsake, see exactly what you are getting, and pay at the end. Nothing is charged while you are building.
If we cannot make your keepsake after you have paid, §7 applies and you will not be left out of pocket.
Prices are shown inclusive of all taxes, so the figure you see is the figure you pay. There are no delivery charges, no service fees and no charge for sending a keepsake as a gift rather than keeping it.
Prices are final. GRADUAL AXE LABS S.R.L. is not registered for VAT (Romania’s small business exemption), so no VAT is charged on your order, and outside the EU no sales tax is added either. If that ever changes, the price shown before you pay will still be the full price you pay.
We may change prices at any time, but never after you have started an order, the price you were shown when you began is the price you pay.
Consumers in the EU normally have 14 days to withdraw from a distance contract. For digital content delivered immediately, that right ends at delivery, but only if you expressly ask us to start straight away and acknowledge that doing so ends the right. That is exactly what the box at checkout says, in those words, and your receipt confirms it in writing. Once your keepsake has been delivered, there is no change-of-mind return.
If the crop is wrong, a name is misspelled, or the back reads badly, we remake it free. Use the Fix it free link on your receipt, on the phone and in the browser you made the keepsake in, within 7 days: it reopens your keepsake for correction, and a corrected pass is issued at no charge, delivered like the first one. If you made it somewhere else, or more time has passed, write to us and we’ll do it with you by hand, still free. Each keepsake can be fixed once; in a pack, that means once per keepsake, one at a time. If the keepsake was a gift that has already been opened, we send the corrected pass to you, to pass on. Keepsakes cannot be edited after purchase; this is deliberately the next best thing, and a wrong comma qualifies.
A gift that has not yet been sent or claimed can be cancelled at any time, before its scheduled date, or while its link sits unopened, for a full refund, using the Cancel an order button permanently available at keepsakepass.com/cancel and linked from every receipt. The same button and the model form in the annex serve any case where a statutory right of withdrawal exists. We refund within 14 days of hearing from you, to the same payment method, with no fee deducted, in practice usually the same day. For a keepsake that has already been delivered, the same button still takes your request: we confirm it by email the same day, and a person answers anything that is actually wrong with it (§7).
If you added a button and then can’t give us the song or the number, you can remove it on the screen that asks for it, and its price goes back to your card the moment we make the keepsake. Until then you can change your mind with one tap.
Nothing in this section touches §7. A keepsake that does not work, does not match what we showed you, or never arrives is fixed, remade or refunded, those rights last at least two years in the EU and cannot be shortened by anything we write here.
Your keepsake must match what we described and work as it should. If it does not, you are entitled, under EU Directive 2019/770 as implemented in Romania, and the Australian Consumer Law, to have it put right, or to a price reduction or a refund. These rights apply for at least two years in the EU and are not affected by the 14-day period above.
Nothing in these terms limits or excludes those rights. For customers in Australia: our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
If your payment succeeds and we cannot deliver your keepsake, we email you within the hour with both options, your choice: finish it on the phone you made it on (your photo never leaves that phone), or a full refund, which works from anywhere. You will be given a reference number and an email confirming both options at the moment it happens. You do not need to chase us, and you do not need to prove anything.
You keep every right in your photograph. We claim no ownership of it and no continuing interest in it.
Your original photograph never leaves your phone. Your own browser crops it and builds the image for the pass, and only that finished image reaches us, to be signed as an Apple Wallet pass. You grant us a limited, non-exclusive, royalty-free, non-transferable licence to process that finished image for the sole purpose of making and delivering the keepsake you asked for. The licence ends when the keepsake has been delivered or, for a gift, when the pass we hold for it is deleted (§10).
For the avoidance of any doubt, this licence does not permit us to: use your photograph in advertising or on our website; publish or share it; sell or license it to anyone; or use it to develop, train, fine-tune or evaluate any machine-learning model. We will not do those things, and we have not reserved the right to.
When you upload a photograph, you confirm that:
These confirmations matter: if one of them is untrue and a third party brings a claim against us because of it, you are responsible for the losses and reasonable costs we suffer as a direct result, to the extent they were caused by your breach. This never applies to anything that is our own fault, and nothing in it limits your rights as a consumer.
We do not review photographs before a keepsake is made, because we would have to look at them to do so and we have promised not to. If a keepsake is reported to us, we will investigate, and we may cancel and refund the order.
If a keepsake has been made of you without your agreement, or from a photograph you own, write to [email protected]. We never receive the original photograph, and once a keepsake is delivered it exists only on the buyer’s device, where we cannot reach it. We will tell you honestly when that is so. A gift that hasn’t been opened yet we can still take down.
The one case where we can act, we will: if the keepsake is an unclaimed gift, it is still held by us, and on a substantiated complaint about your image or your photograph we will disable the gift link and delete the pass before it is ever claimed, refunding the buyer in full. You do not need a lawyer to ask; a clear explanation of who you are and what the photograph is will do.
How to report a keepsake. Write to [email protected], in English or Romanian, with: the gift link or the order reference; why you believe it is unlawful or infringes your rights; your name and email; and a statement that what you tell us is accurate to the best of your knowledge. We confirm we’ve received it, tell you what we decided and how to challenge that decision, and if we take a gift down, we tell the buyer why. The same address is our point of contact for authorities.
Child sexual abuse material is reported to the Romanian Police, directly and through the esc_ABUZ hotline, in every case, without exception and without notice to the buyer.
Nothing in these terms limits or excludes our liability for: death or personal injury caused by our negligence; loss we cause deliberately or through gross negligence; fraud or fraudulent misrepresentation; a breach of your statutory rights as a consumer; or anything else that cannot be limited under the law of the country you live in.
Subject to the paragraph above, and for losses that are not covered by it, our total liability in connection with an order is limited to the greater of the amount you paid for that order or €50.
We are not liable for loss that was not reasonably foreseeable when the contract was made.
Email [email protected]. We reply within two working days and try to resolve everything within fourteen. Most things are a refund, and most refunds do not need a conversation.
The European Commission’s Online Dispute Resolution platform was closed on 20 July 2025 and no longer exists. Any link to it, anywhere, is out of date.
These terms are governed by Romanian law. But if you are a consumer, that choice cannot take away the protection given to you by the mandatory law of the country you live in, and it does not try to. You may bring proceedings in the courts of your own country, and if we ever had to bring proceedings against you, we could only do so there.
We may change these terms. The version that applies to your order is the one in force when you bought, and we do not apply changes backwards. We keep previous versions available.
Required to be provided under Annex I(B) of the Consumer Rights Directive. Complete and return only if you wish to withdraw, though the button at keepsakepass.com/cancel does the same thing in two taps.
GRADUAL AXE LABS S.R.L. · Strada Brașov 25L, bloc B4, scara A, et. 7, ap. 35, cam. 1, sector 6, București 061444, Romania · CUI 55488910 · [email protected]
At checkout you ask us to make and deliver your keepsake immediately, and you acknowledge that this ends the usual 14-day withdrawal period, that’s what the tick box says, and your receipt confirms it. Once a keepsake is in your Wallet and your inbox, it cannot be returned for a refund. It’s yours, for good. If you use the cancel button anyway, we confirm your request by email, and if something is actually wrong with it, a person will fix it or refund it.
A wrong crop, a misspelled name, a line on the back you’d phrase differently, tap Fix it free on your receipt, on the phone you made it on, within 7 days. Your keepsake opens for correction, you fix it, and a corrected pass is issued at no charge, delivered like the first one. One fix per keepsake, in a pack, one each, one at a time. Made it elsewhere, or later than that? Write to us and we’ll do it by hand, still free. For a gift that’s already been opened, we send the corrected pass to you, to pass on. A wrong comma qualifies; no form, no argument, this is what we do instead of refunds.
A keepsake that doesn’t work, doesn’t match what we showed you, or never turned up is fixed, remade or refunded, your choice. In the EU these rights last at least two years; in Australia the Consumer Law guarantees apply and cannot be excluded. Nothing above shortens any of this. If you paid and nothing arrived, we contact you first, with a reference number and both options open.
Cancel any time before it goes, for a full refund, a scheduled gift before its date, or a sent link that hasn’t been opened. Use the button at keepsakepass.com/cancel or the link in your confirmation email. Refunds land within 14 days, usually the same day, with nothing deducted. Once a gift has been claimed, it belongs to the recipient and the sections above apply.
[email protected], answered within two working days. If we can’t resolve it: ANPC and its SAL service in Romania, your national European Consumer Centre in the EU, the ACCC in Australia, or the Commerce Commission in New Zealand. Full detail in §12 of the Terms of Sale.
GRADUAL AXE LABS S.R.L. · Strada Brașov 25L, bloc B4, scara A, et. 7, ap. 35, cam. 1, sector 6, București 061444, Romania · [email protected]
Looking to cancel an order? The withdraw button works without reading any of this.