Refund policy
This policy explains when we refund payment for a Memo AI subscription, how much of it, and how you ask. It forms part of the terms of use.
1. In short
- request within 24 hours of payment — we refund 50% of the amount paid
- request more than 24 hours after payment — no refund
- cancelling the subscription — at any time; access continues to the end of the period already paid for
- our mistake, or a double charge — refunded in full
- your statutory right of withdrawal as a consumer — applies alongside this policy and takes precedence over it
2. What it covers
This policy covers subscriptions bought directly in Memo AI through Stripe.
It applies to each individual payment, including automatic renewals. The 24-hour window starts again for every payment, from the time of the charge.
3. Partial refund within 24 hours
If you send a refund request within 24 hours of the time of the charge, we refund 50% of the amount paid for that period.
- the window starts at the moment the payment was charged
- the time your request arrives at info@memoai.eu is the one that counts
- when a refund is approved the subscription is cancelled, and paid access ends as soon as the refund is issued
- a partial refund is available once per billing period
4. After 24 hours
For requests sent more than 24 hours after the charge, there is no refund.
You can still cancel the subscription at any time. In that case no new period is charged, and paid access stays with you until the end of the period already paid for.
5. When we refund in full
Regardless of the windows in sections 3 and 4, we refund in full where:
- the same amount was charged twice by mistake
- payment was charged after the subscription had validly been cancelled
- payment was charged without your authorisation and you tell us as soon as you find out
- paid features could not be used for an extended period because of a fault on our side, and we did not fix it within a reasonable time
- we closed your account through no fault of yours; in that case we refund the proportionate part for the unused period
- the law requires it
6. When there is no refund
- for periods that have already run out in full
- for the free trial, because nothing was paid for it
- for promotional and gift codes and discounts; these are not paid out in cash
- where the account was closed for a breach of the terms of use
- for repeated requests from the same user, where this policy is clearly being abused
We do not refuse a refund because you used the service. If you created content during the period you are asking a refund for, that has no bearing on the amount refunded under this policy.
7. How to request a refund
Write to info@memoai.eu from the email address linked to your account, and state:
- the date of the payment and the amount
- the plan you bought
- whether you also want the subscription cancelled
- a short reason, which helps us improve the product; you do not have to give one
We confirm receipt and reply within 5 working days at the latest.
8. How the refund is made
- the refund is made through Stripe, to the same payment method the payment was made with
- we approve the refund within 14 days of receiving the request at the latest
- how long it takes for the amount to appear on your account depends on your bank or card issuer; usually 5 to 10 working days
- we do not charge you a processing fee for the refund
9. Cancelling the subscription
Cancelling and refunding are not the same thing.
You cancel the subscription in your account settings, or through the link to the Stripe portal. Cancelling prevents the next charge; it does not refund an amount already paid. For a refund you have to send a separate request under section 7.
If you cancel before the free trial runs out, no payment is charged.
10. Disputing a charge with your bank
If you think a payment was wrong, write to us first. We settle most cases faster than a bank's dispute process.
If you raise a dispute with your bank or card issuer without contacting us first, we may temporarily restrict access to the account until the process is closed.
11. Changes to this policy
We may change this policy. For any individual payment, the version published on the day of that payment always applies.