Refund policy
What happens if a pass or printed keepsake needs to be changed.
Last updated: September 2026
Digital passes
If you buy a paid digital pass and have not used its paid features, ask for a refund within 14 days of purchase. If a feature does not work as promised, contact us even after that period so we can fix it or offer an appropriate remedy. Your statutory cancellation and consumer rights always apply.
Printed books and calendars
You approve a final print preview before an order is submitted. Contact us promptly if you need to cancel. We can refund a print order before production starts; once a personalized item is in production, a change of mind may not be refundable, subject to local law.
Damage, defects or wrong item
If a printed item arrives damaged, defective or materially different from the approved preview, email us within 30 days of delivery with the order number and photos of the issue. We will arrange a replacement or refund as appropriate, including shipping where required by law.
Delivery problems
If a package is missing or delayed, contact us and we will investigate with the carrier and printer. If we cannot deliver your order, we will provide the remedy required by applicable law.
How to request help
Email support@delugeworks.com with your account email, event or order number, and a short description of the problem. We will confirm receipt and explain the next step. Refunds normally return to the original payment method once approved; bank processing times vary.