Refund Policy

1. The promise

If you are unhappy with a payment, tell us within 14 days of it being taken and we will refund it in full. You do not need to justify the request, and we will not ask you to sit through a retention conversation.

This applies to your first payment and to any renewal. It is deliberately simpler than the law requires, because arguing with someone about €10 is a bad use of both our time.

2. Try it before you pay at all

Pro starts with a free trial. You add a payment method up front, and you are only charged when the trial ends. Cancel before the trial ends and you are never charged, so there is nothing to refund. You can cancel from Settings → Plan & usage at any time.

There is also a Free plan that does not expire. If Pro turns out to be more than you need, dropping back is a reasonable outcome rather than a failure.

3. How to get a refund

Email support@mementokeep.com from the address on your account and say you want a refund. Telling us why is welcome and entirely optional — it is how we find out what is wrong — but it is not a condition.

We aim to action requests within two business days. The refund is issued by Paddle.com Market Ltd, our merchant of record, back to the original payment method. Once Paddle has processed it, how quickly it appears is up to your bank or card issuer, which typically takes a further five to ten business days. VAT you paid is refunded with it.

4. Cancelling is not the same as refunding

Cancelling stops future charges and leaves your access running until the end of the period you have already paid for. Asking for a refund ends the paid period and returns the money.

If you cancel and say nothing else, we assume you want the access you paid for. If you would rather have the money back, say so.

5. What happens to your library

A refund or cancellation moves your account to the Free plan; it does not delete anything. Your pages stay where they are, subject to the Free plan’s limits, and the full export remains available so you can take everything with you as ordinary Markdown at any point — before, during or after.

6. The narrow exceptions

We may decline a refund where an account has been used in clear breach of the Terms of Service, or where the same account repeatedly subscribes and refunds in a way that is plainly not a good-faith evaluation. In practice this is aimed at abuse, not at you changing your mind.

Charges from your own AI provider are not ours to refund. Memento runs on a credential you connect to your own Anthropic, OpenAI or other account, and anything that provider bills you for is between you and them.

7. Your statutory rights

This policy sits on top of your legal rights and does not replace them.

If you are a consumer in the EU or EEA, you generally have a statutory 14-day right of withdrawal on distance contracts for digital services. Our policy mirrors that period without the usual conditions attached to it, so in the ordinary case you do not need to rely on the statutory route. Where your national consumer law gives you something better than this policy, that law wins.

Because Paddle.com Market Ltdis the merchant of record for your purchase, Paddle’s buyer terms also apply to the transaction, and you may raise a refund request with Paddle directly. Either route works — coming to us first is usually faster.

If we cannot resolve a complaint between us, consumers in Denmark may bring it to the Danish Competition and Consumer Authority’s Center for Klageløsning.