Frequently asked questions
Everything about how Best Regards works — including our cancellation and refund policy.
How it works
How do guests record their messages?
Guests open your unique event link or scan your QR code on their phone. They record directly in the browser — no app download needed.
How long does it take to get the final film?
Once your collection window closes, our editing workflow compiles and enhances the clips. Most films are ready within a few days.
What happens after the event?
Your final film and guest messages are hosted securely for your package's retention period. You can download everything and choose a hosting tier to keep them online longer.
Pricing & packages
What's the difference between packages?
Packages differ by guest limit, per-guest clip length, final film length, number of renders, collection window, media retention, and features like the event website, AI Director, and raw footage. See the pricing table for the full comparison.
Can I upgrade later?
Yes — upgrade from your event overview at any time and pay only the difference.
Can I keep the raw footage?
Yes. Select packages include a raw footage download, and you can add extended hosting at any time.
Guest experience
Do guests need an account?
No. Guests record from the link or QR code — no signup, no app.
Can guests delete their recording?
Yes — every submission confirmation includes a self-service deletion link.
Media retention
How long is my content stored?
Each package includes a media retention window (7 days on FREE up to 365 days on PREMIERE). After that, media may be deleted — download your film and footage before the window ends, or add a hosting plan.
Cancellation & refunds
How do I cancel or reschedule?
Open your event overview and expand "Cancel or reschedule this event" at the bottom. You'll see a live estimate before you submit. Your event stays active while the request is reviewed.
Digital package refund schedule
| When you cancel | Refund |
|---|---|
| Within 48 hours of purchase | 100% |
| After 48 hours, more than 30 days before event | 90% |
| 15–30 days before event | 75% |
| 8–14 days before event | 50% |
| 7 days or less before event | 25% |
| Event has started / collection has begun | No cash refund |
The schedule applies to the amount remaining after earned services are deducted — a published event website ($39), started guest collection ($10), generated renders, and downloaded footage are considered delivered.
Production booking refund schedule
Production bookings include a 20% non-refundable retainer once staff is reserved. The remainder follows this schedule:
| When you cancel | Refund of total |
|---|---|
| 30+ days before event | 80% |
| 15–29 days | 50% |
| 8–14 days | 25% |
| 0–7 days | 0% |
Can I reschedule instead?
Yes — one free reschedule per event when requested at least 14 days before the event and the new date is within 12 months. Additional reschedules are reviewed by our team.
What happens to my event after a refund?
Any refund (partial or full) moves the event to the FREE plan. Your guests, media, and submissions are retained — content beyond FREE-plan limits becomes inaccessible until you upgrade again. A full refund also marks the event cancelled.
When will I see my refund?
Refunds return to the original payment method and typically appear within 5–10 business days after approval.
Production bookings
What is a production booking?
A Best Regards attendant runs the guestbook station at your event — setup, guest guidance, and teardown. Because we reserve staff and equipment for your date, production bookings follow the production refund schedule above.
Technical requirements
What do guests need to record?
Any modern phone or laptop with a camera, microphone, and an up-to-date browser (Chrome, Safari, Edge, Firefox).
Is there an app?
No — everything runs in the browser.
Still have questions? Email support@kfdigitals.com or read our Terms of Service.