Refund Policy

1. Quick summary

• Memorias Credits: within 14 days of purchase, the unused portion can be refunded, for any reason. Credits already spent are not refunded (§3).
• Family Archive ($79 one-time) can be refunded in full within 14 days of purchase, for any reason.
• Refunds are processed by Armitage Labs OÜ, 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 supportme@memorias.io before buying. We respond to pre-purchase questions within 2 business days.

2. How Memorias charges you

All purchases are processed by Armitage Labs OÜ ("Creem"), which acts as our Merchant of Record. This means:

• Creem is the seller of record on your invoice and receipt;
• Creem collects VAT, sales tax, and other applicable taxes on our behalf;
• Creem handles the actual charge to your card, bank, or wallet;
• Refunds, when we approve them, are issued by Creem 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 (unused portion)

Within 14 calendar days of the purchase date shown on your receipt you can request a refund of the unused portion of that Credits purchase, for any reason. "Unused" means credits from that purchase that have not yet been spent at the moment we receive your request.

Credits already spent — on transcription, session processing, book assembly, re-checks or exports — are treated as a service you asked us to start immediately and have received. They are not refunded. If you have assembled or downloaded a book from this purchase, the credits that produced it are spent.

The refund is calculated at the price per credit you actually paid (shown on your receipt), not at today's price. We will tell you the exact amount before processing. Typical turnaround: 1–3 business days for our review, plus 5–10 business days for the money to return to your payment method.

This policy is consistent with the EU Consumer Rights Directive (Art. 14(3) — proportionate payment for a service that started at your request; Art. 16(m) — digital content delivered with your consent). It is applied by Memorias when you contact us first (§8).

Creem, as the seller of record, may at its own discretion refund the full amount within 60 days of purchase; that decision is theirs, not ours, and does not change this policy.

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 two things: that you want the service to start immediately, and that you understand you lose the statutory right to withdraw for the part of the service already delivered or the digital content already made. Within 14 days we refund the unused portion as described in §3.

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 in full within 14 days of purchase, for any reason. On refund the archive entitlement is revoked: audio reverts to the standard retention period and archive exports are no longer available.

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 assembly 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 Creem and us immediately; these are handled jointly.

Email supportme@memorias.io with your Creem transaction ID and a description of the issue.

Creem, 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 (inside or outside the 14-day window):

• Change of mind after a book has been made ("I don't like how my chapter was edited");
• Factual errors, transcription errors, or errors in the edited text — 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, including within the 14-day window — this is the "used portion" under §3;
• Fees or taxes collected by Creem that are remitted to tax authorities — these follow its own refund treatment;
• A completed Family Archive purchase after the 14-day window (§5);
• Fraud, policy violations, or chargeback abuse — these may result in account termination without refund.

8. How to request a refund

• From your receipt. Where the receipt from Creem offers a refund-request route, it is the fastest — it goes directly to Creem, who consults us for approval if needed.
• By email to us. Send supportme@memorias.io with your account email, the transaction ID (on your receipt, if you have one), and a brief reason.

We respond within 2 business days. If we approve, the refund is processed within 5–10 business days to your original payment method. If the refund to the original method fails (for example, because of an expired card), you will be contacted about alternatives.

9. Chargebacks

If you initiate a chargeback with your bank or card issuer before contacting us or Creem, 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 made and downloaded — and to report such abuse to our payment partner'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 receipt from Creem, or supportme@memorias.io.
• Policy questions: supportme@memorias.io.
• Operator: Malenko Rostyslav, registered sole proprietor (ФОП) in Ukraine, tax ID 2604802573, registered address Dniprovs'ka naberezhna 19v, Kyiv 02081, Ukraine.