Last updated: October 16, 2026
Because our Services are personalized and performed in person in Jerusalem, the following rules apply:
- No refunds for change of mind: Once an order is placed, it is not refundable or cancellable at the customer’s request, except as stated below.
- Note not placed within 30 days: If we do not place your note at the Western Wall within thirty (30) days of your order, for any reason, you are entitled to a full refund of that order.
- Express fee: If we do not meet the Express service timeframe for reasons within our reasonable control, you are entitled to a refund of the Express fee (see Section 5 of our Terms of Service).
- Other services not performed: If any other service you purchased (such as candle lighting, a personalized video, a framed photo or a live video call) is not performed within thirty (30) days of your order, or of the scheduled date if one was agreed, you are entitled to a full refund for that service.
- Outcomes: We do not offer refunds based on the spiritual or personal outcome of a prayer, as no outcome is promised.
- Subscriptions: You may cancel at any time to stop future charges. Charges for services already performed are non-refundable.
To request a refund under this policy, email Office@myprayernote.com or use our Contact page, with your order number. Approved refunds are issued to the original payment method, normally within 5–10 business days.