1. Nature of purchases
All purchases on Memoris — including presence creation and memo credits — are for digital access and digital functionality delivered immediately at the point of transaction. Because the purchased digital service is delivered immediately upon payment, purchases are generally non-refundable.
Payments are processed by our payment infrastructure partner acting as Merchant of Record.
2. When refunds apply
We will issue a refund in the following circumstances:
Duplicate billing. If you were charged more than once for the same purchase due to a technical error.
Non-delivery. If a presence creation flow failed to complete due to a verified technical failure on our side and no service was delivered.
Billing error. If the amount charged does not correspond to the product purchased.
Statutory entitlement. Where applicable law grants a right of withdrawal or refund that cannot be contractually excluded. Note that EU statutory cooling-off rights for digital content do not apply where you have expressly consented to immediate delivery and acknowledged the waiver at the time of purchase.
3. When refunds do not apply
Refunds are not available for: memo credits already added to a vault and used in whole or in part; presence creation that has entered processing and delivered its artifact; change of mind after digital delivery; or presences or vaults suspended for violation of our Terms of Service.
4. How to request a refund
Use the contact address listed below within 14 days of the charge and include your vault identifier or the email used at checkout, the order or transaction reference, the date of the charge, and a brief description of the issue. We aim to respond within 5 business days. Approved refunds are processed to the original payment method and may take up to 10 business days to appear.
5. Contact
For refund requests, use the address below.