Refunds and the right of withdrawal

Our discretionary policy

This sits on top of your legal rights and is deliberately more generous than them. We refund on request for any of these, and for most things that resemble them:

• You picked the wrong minute.
• You picked the right local time in the wrong timezone. This is the most common one, and it is the reason the conversion is spelled out before payment.
• You bought the same minute twice, or two people bought it for the same person.
• You changed your mind.
• A gift did not land the way you hoped.
• We rejected your entry under the content policy — this one is automatic.

When we refund, the minute goes back into the pool and someone else can claim it. Your certificate stops being a live registry entry, though the fact that it was issued remains part of the record.

Write to registry@ownminute.com with the minute or the serial number. You do not need the receipt.

The EU and UK right of withdrawal

If you are a consumer in the EU or the UK, you normally have 14 days to withdraw from a distance purchase without giving a reason. Digital content delivered immediately is an exception to that — but only where you expressly asked for immediate delivery and acknowledged that asking costs you the withdrawal right.

Your certificate is issued the moment your payment clears. If you live in the EU or UK you normally have 14 days to withdraw from a distance purchase; that right does not survive immediate delivery of digital content once you have asked for it.

That is why there are two tick boxes at checkout rather than one, why they are directly above the pay button rather than behind a link, and why the exact wording you saw is stored with your order. If you ever want to see what you agreed to, ask and we will send it back to you verbatim.

Waiving the statutory right does not affect the discretionary policy above. We will still refund you. The waiver is a legal formality that lets us issue your certificate in the same minute you buy it; it is not us looking for a way to keep your money.

How long it takes

We release the minute as soon as we read your message. The money goes back through the merchant of record, which typically takes three to ten working days depending on your bank.

If something went wrong on our side

If a payment left your account and no entry appeared, that is our problem, not yours. Send us the payment reference and we will either issue the entry or refund you the same day. This can happen legitimately — if a minute is claimed while you are at checkout, we refund rather than issue a second entry on the same minute.

Chargebacks

You are entitled to raise one, but please write to us first. We have never refused a refund and it would be a strange thing to start with yours. Terms.