A real person, usually within a day.
Everything below is what we’d tell you over email anyway, so you can skip the wait if you want. If your answer isn’t here, write to us and we’ll sort it out.
1. Getting help
Email hello@remembr.dk. Tell us your name and, if it’s about a book, roughly when it arrived, that’s usually enough for us to find your order.
- Most emails get a reply within 1 business day.
- Damage claims are prioritised and usually answered the same day.
- We work weekdays. Weekend emails get picked up Monday morning.
It’s a person reading these. No bots, no ticket numbers, no phone tree.
2. How a book gets made
Every photo on your phone gets a quality score on-device, and the keepers float to the top. The app lays them out and designs a cover, and you review the book in the app, where you can swap anything you don’t like. When you order it, our print partner prints it and posts it to you. You don’t have to design anything. Nothing ships without your say-so unless you switch on Auto-ship, which sends a book once its review window has ended and you next open the app.
3. What happens to my photos
Almost everything stays on your phone. We never upload your library and the scoring runs on-device. After you agree in the app, copies of a small shortlist of likely keepers, and the text of your book, are sent through our backend to our AI partner (Anthropic) to fine-tune the order, layout and captions. When you order, the finished PDF goes to our print partner so it can be printed. We don’t sell your photos or your data, and the full detail is on our privacy page.
4. Turning AI photo analysis off
Open the app and go to Me → Privacy, then switch off AI photo analysis. From then on no photo copies or book text are sent to our AI partner.
The AI step is how the app builds a book, so with it off the app does not build books until you switch it back on. Your existing books stay on your phone. You can turn it back on at any time in the same place.
5. How long delivery takes, and tracking an order
Delivery time depends on where you live, because our print partner prints at the facility nearest you. The order confirmation in the app shows an estimated arrival window for your order, and we email you a tracking link.
If tracking hasn’t moved in five days, email us and we’ll chase the carrier for you.
6. The book arrived damaged or misprinted
Email hello@remembr.dkwith a photo of the problem. A photo means we don’t have to ask questions, we just reprint, and it also tells our print partner what went wrong at their end.
We’ll send a fresh copy at no charge, and you keep the original, there’s nothing to post back. Please open a claim within 14 days of delivery so we can still raise it with the printer.
7. Refunds and cancelling an order
Until you confirm an order you can swap photos, change the cover, fix your address, or skip the book from its review screen. Once it’s at the press we can’t pull it back, but you’re not stuck with it.
If you don’t love a book, email us within 30 days of it arriving and we’ll refund that book in full, no questions and nothing to return. Refunds go back to the original payment method within 3 business days. The returns page has the full policy.
8. Cancelling your subscription
In the app, go to Me → Manage plan. We email you a link to your billing page at Stripe, where you can change plan, update your card, or cancel outright. Your subscription is billed by Stripe rather than through Apple, so it won’t appear under Subscriptions in your iPhone settings, this is the place instead.
If you’d rather we just did it, email hello@remembr.dkand we’ll cancel it for you the same business day.
Cancelling stops all future billing and all future books. A book already at the press will still arrive, and every book you’ve already received stays yours. We won’t ask you why or send a save-me email.
9. Deleting your account
If you signed in, we keep an account record on our servers. In the app, go to Me → Delete account. It deletes that account record, your referral code and your subscription record, and wipes your books, drafts and settings from your phone, along with the backup of your books in your iCloud. If you signed in with Apple it revokes that sign-in too. It also deletes the print files the app uploaded while you were signed in, but only those uploaded since we switched this on. Older files and files made by the website’s browser book builder are not covered; email us and we’ll remove them. It’s permanent, and we can’t rebuild a past book afterwards.
Deleting your account also cancels your plan straight away, with no refund for the rest of the billing period. It doesn’t cancel orders already placed with our print partner: it keeps its own order record, so an order it is already printing is still made. If you delete your account right after ordering, email us first so we can check the order has gone through. It doesn’t touch your phone’s photo library. Stripe and our print partner keep the order and payment records that the law requires. If you never signed in, there is no account on our servers, and deleting the app removes what is on your phone.
10. Privacy and terms
What we collect and who we share it with is on the privacy page. The agreement between you and Feldt Holding ApS, including billing, is on the terms page. Both are written to be read, not skimmed past.