Refunds, Support, and Guest Limits: What You Can Actually Expect
TIME&SPACE · Business of Events
What happens if you ask for your money back, what support you actually get, and what happens if your event brings more guests than your plan expects.
Refunds, Support, and Guest Limits: What You Can Actually Expect
In short: A refund is available until your first photo is uploaded, and after that only if something goes wrong on our side. Support means email on Starter and Advanced, plus an onboarding call on Pro. The guest numbers on the pricing page are guidance for choosing a plan, not a hard wall your event hits on the day.
Most of what an organiser wants to know before paying is not in the feature list. It is what happens if things do not go to plan. Here is the actual answer on three points we get asked about most.
Refunds
There is no blanket money-back guarantee. What there is: a full refund on request at any point before the first photo is uploaded to your event. Nothing has started yet at that point, and there is nothing to argue about.
After the first photo is uploaded, the default is no refund, with one exception: if something goes wrong on our side, we fix it, or we refund the part that did not work, in proportion to its effect. That is a deliberate, narrower promise than "no questions asked", and it replaces an older guarantee we used to publish that was never actually backed by a decision.
If you are a consumer buying for a personal event, a wedding is the clearest example, you also keep the statutory 14-day right of withdrawal under EU consumer law, independent of anything written above.
One more thing worth knowing: a price change only applies to purchases made after it. Whatever you paid for your plan is what you paid. It does not move under you.
Support
Starter and Advanced plans get email support. Pro adds an onboarding call with Micael or a team member, on top of email. There is no separate "priority email" tier. It does not exist, and nobody is billed for it.
If you are deciding between plans partly on support, that call is the real difference on Pro, not a faster inbox.
Guest limits
The pricing page lists guest numbers against each plan: 500 on Starter, 2,000 on Advanced, up to 10,000 on Pro. Treat these as guidance for picking the right plan, not as a hard cap your event hits mid-scan. The platform has to work for every client, and a bigger event than expected gets handled directly with us rather than switched off at a number.
Above 10,000 guests, the right conversation is a Custom plan, because a crowd that size scanning at once is the kind of load we want to be involved in ahead of the event, not discover on the day.
The same logic applies to features, not just numbers. Event Branding, the custom colours, logo and font on your guest gallery, comes with Advanced and Pro. It is not full white label, the URL and the emails still say TIME&SPACE on every plan, and full white label with a custom domain exists only as a Custom arrangement, built case by case. Team members work the other way: unlimited on every plan, because limiting who can help run your event never made sense as a thing to charge for.
What this adds up to
None of this is marketing language. It is what the plan actually commits to, and what it deliberately does not promise. Ask for a refund before the first photo lands and you will get it. Ask after, and the answer depends on whether the fault was ours. Email reaches us on any plan; a call is a Pro feature. And the guest number on your plan is a starting point for a conversation, not a wall.
Founder, TIME&SPACE