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Refunds and Postponements

Last updated: 29 October 2026

GlowRoll rolls are paid once per event. Many couples set theirs up weeks or months before the day, so here is what happens if plans change.

Your event is postponed

No refund needed, and nothing is lost. Open your event, tap Edit reveal time under the countdown and pick the new date. You can change it as often as you need until the roll is revealed. Photo storage is counted from the reveal, so your full storage period starts from the new date.

Your event is cancelled

If no photos have been taken in the roll, we will support a full refund, including any shot top-ups.

When we can't refund

• Photos have already been taken in the roll, or
• the roll has been revealed.

At that point the roll has been used. If you bought the wrong roll, you can add +200 or +500 shots before the reveal instead.

If something went wrong on our side

If uploads failed, photos were lost or the reveal didn't work because of a problem with GlowRoll, we will give you a full refund or a free roll, whichever you prefer.

How to ask for a refund

• Paid on Android (Google Play): within 48 hours you can request it yourself in the Play Store (Account → Payments and subscriptions → Budget and history). After that, email us and we will refund it through Google Play.
• Paid on iPhone (App Store): Apple handles all App Store refunds. Request one at reportaproblem.apple.com. If it fits this policy, email us too and we will support your request.
• Paid on the web: email us and we will refund to your original payment method.

Email support@cmenglabs.com with the email you sign in with and the event name. We reply within 2 working days. Refunds usually reach you within 5–10 working days, depending on your bank or store.

This policy doesn't affect any rights you have under Malaysian consumer law.