Refund Policy

1. Quick summary

• Memorias Credits can be refunded — the unused portion, prorated — within 14 days of purchase.
• Family Archive ($79 one-time) is refundable within 14 days if the archive has not yet been completed; once completed, it is a final sale.
• Refunds are processed by Paddle.com Market Limited, our Merchant of Record. Funds return to your original payment method, typically within 5–10 business days.
• EU, UK, and other consumer-protection rights that go beyond this policy are not waived — §4 explains.

If in doubt, email [email protected] before buying. We respond to pre-purchase questions within 2 business days.

2. How Memorias charges you

All purchases are processed by Paddle.com Market Limited ("Paddle"), which acts as our Merchant of Record. This means:

• Paddle is the seller of record on your invoice and receipt;
• Paddle collects VAT, sales tax, and other applicable taxes on our behalf;
• Paddle handles the actual charge to your card, bank, or wallet;
• Refunds, when we approve them, are issued by Paddle back to the same payment method.

Our contract with you for use of the Service is governed by the Terms of Service. This refund policy is part of those Terms.

3. The standard refund window — Memorias Credits

You can request a refund of the unused portion of a Credits purchase, prorated, if you request within 14 calendar days of the purchase date shown on your Paddle receipt.

Credits already spent on completed transcription, session processing, or book assembly are not refundable — only the remaining, unspent balance from that purchase is eligible. Typical turnaround: 1–3 business days for our review, plus 5–10 business days for Paddle to return the money to your payment method.

This is more generous than the strict digital-content exemption some jurisdictions allow, because we refund the unused portion rather than treating any consumption as forfeiting the whole purchase.

4. EU, UK and other consumer-protection rights

Nothing in this policy overrides statutory rights you have as a consumer.

EU Consumer Rights Directive (2011/83/EU). Consumers in the EU have a 14-day right of withdrawal from distance contracts. For digital content, this right normally expires once you consent to immediate delivery and acknowledge that you lose the withdrawal right upon doing so. When you purchase Credits we ask you to confirm you want immediate access — but we honor the 14-day withdrawal for your unused balance regardless, which is why our policy is more generous than the statutory minimum requires.

UK consumers. Equivalent rights apply under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. The same analysis as above applies.

Ukrainian consumers. Rights under the Law of Ukraine "On Consumer Protection" are preserved.

Other jurisdictions. Where local consumer-protection law grants you a right stronger than this policy, that law controls.

5. Family Archive ($79 one-time add-on)

Family Archive is refundable within 14 days of purchase if the archive process has not yet completed — that is, before your audio has been marked for permanent retention and before any archive export has been generated.

Once the archive is confirmed complete, it is a final sale: no refund. This reflects that the cost of permanent retention has already been committed on our side.

6. When we offer refunds outside this policy

We will, at our discretion, offer refunds outside the standard policy in specific circumstances:

• Service unavailability. If Memorias was materially unavailable for a prolonged period during a paid purchase — typically measured as more than 72 continuous hours of downtime on core recording or book-generation features — we will offer a pro-rated refund or credit.
• Mis-charged accounts. If you were charged in error (duplicate charge, wrong currency).
• Accessibility failures. If a disability-related accommodation we were obliged to make was not made and this prevented you from using the Service.
• Fraudulent or unauthorized charges. Contact Paddle and us immediately; these are handled jointly.

Email [email protected] with your Paddle transaction ID and a description of the issue.

Paddle, acting as Merchant of Record, may at its sole discretion issue refunds independently of this policy to prevent chargebacks or comply with card-network rules. We will be notified of such refunds. This does not waive our rights under these Terms or the customer's rights under applicable consumer protection law.

7. When we will not refund

We will not refund in the following situations:

• Change of mind after a book has been generated ("I don't like how the AI wrote my chapter");
• Factual errors, transcription errors, or AI hallucinations in generated output — Terms §10 warns about these and you accepted the risk by purchasing Credits;
• Inability to use the Service due to factors outside our control (your internet connection, your microphone, your device);
• Credits already spent on completed, successfully-checkpointed processing;
• Fees or taxes collected by Paddle that are remitted to tax authorities — these follow Paddle's own refund treatment;
• A completed Family Archive purchase (§5);
• Fraud, policy violations, or chargeback abuse — these may result in account termination without refund.

8. How to request a refund

• From your Paddle receipt. The receipt Paddle sends after every charge has a "request refund" link. This is the fastest route — it goes directly to Paddle, who consults us for approval if needed.
• By email to us. Send [email protected] with your account email, the Paddle transaction ID (on your receipt), and a brief reason.

We respond within 2 business days. If we approve, Paddle processes the refund within 5–10 business days to your original payment method. If Paddle has technical trouble refunding to the original method (for example, an expired card), they will contact you about alternatives.

9. Chargebacks

If you initiate a chargeback with your bank or card issuer before contacting us or Paddle, it makes resolution slower for everyone and costs us a dispute fee regardless of outcome. Please try the routes in §8 first.

We reserve the right to suspend or terminate accounts where chargebacks are initiated in bad faith — for example, after a book has been fully generated and downloaded — and to report such abuse to Paddle's fraud team.

10. Changes to this policy

We may update this policy from time to time. The current version is always at memorias.io/legal/refund and is dated at the top of this document.

Changes that reduce your rights (for example, shortening the refund window) apply only to purchases made after the change takes effect. Purchases made before a change are governed by the policy in force at the time of purchase.

11. Contact

• Refund requests: via your Paddle receipt, or [email protected].
• Policy questions: [email protected].
• Operator: Malenko Rostyslav, registered sole proprietor (ФОП) in Ukraine, tax ID 2604802573, registered address Dniprovs'ka naberezhna 19v, Kyiv 02081, Ukraine.