Refund & Cancellation Policy

Before your brick is published

Paying does not publish anything. Every submission waits in a review queue, and a moderator has to publish it before it appears on the wall. While it is waiting:

• You can cancel. Email brickbybrickhello@gmail.com and ask us to cancel the submission. If it has not been published, we cancel it and refund your contribution in full to the original payment method.
• If we reject your submission during review, we refund it in full to the original payment method. You do not need to ask, and you do not need to do anything.
• A refunded slot goes back on the wall for someone else once Stripe confirms the refund.

After your brick is published

Publishing your brick delivers what you paid for: a customized placement on the public wall. From that point contributions are generally final and we do not offer refunds for change of mind.

We will review a refund request after publication where:

• You were charged twice for the same brick.
• You were charged the wrong amount because of a technical error on our side.
• You paid, and your brick was never published and never will be.
• A material technical failure on our side is the reason the placement did not work as described.
• A refund is required by applicable law.

Where one of those applies, we refund to the original payment method through Stripe. We look at each request individually and tell you what we can do.

Removing a published brick because it breaks the content rules in the Terms of Service does not automatically qualify for a refund.

Payments that never completed

If you left checkout without paying, or the payment failed or expired, nothing was charged and there is nothing to refund. The brick you were customizing is released back to the wall. If your bank shows a pending authorization from an attempt that did not complete, it clears on its own; your bank controls how quickly.

How to request a refund

Email brickbybrickhello@gmail.com from the address you used at checkout, and include as much of the following as you have:

• The email address used at Stripe checkout.
• The brick number, if you were shown one.
• The display name, message or logo you submitted.
• The approximate date and amount of the contribution.
• Whether you want the submission cancelled, corrected or removed.

That is enough for us to find the submission. Please do not send card numbers — we cannot accept them and we do not need them.

How refunds are paid, and how long they take

• Approved refunds are issued in full to the original payment method through Stripe. We cannot send a refund to a different card, account or person.
• Once we submit the refund, it typically appears within 5–10 business days.
• The final timing is set by your bank or card issuer, not by us or by Stripe.
• You will see the refund from Stripe against the original charge, not as a separate payment.

Before you open a dispute

If something looks wrong with a charge, please email brickbybrickhello@gmail.com before filing a chargeback or dispute with your bank. We can usually investigate and resolve it faster than a dispute can, and a dispute freezes the payment while it runs, which makes a straightforward refund harder for both of us.

Changes to this policy

We may update this policy as the service changes. The version posted here at the time of your contribution is the one that applies to it, and the date at the top of this page shows when it was last revised.

Contact

Refund and payment questions go to brickbybrickhello@gmail.com. The contact page lists what to include for other kinds of request.