Refund Policy

1. Overview of Our Service

Memento AI is an AI-powered memorial portrait generation service that operates on a quota-based system. When you purchase our service, you receive:

• Quotas: Credits that allow you to generate portraits (not traditional products or downloads)
• One-time packs: Single purchases of quota credits ($29.90 for 1, $49.90 for 3, $89.90 for 6 generations)
• Subscriptions: Monthly business plans ($79/month for 50, $149/month for 120, $299/month for 300 generations)
• Free trial: 1 complimentary portrait generation for new users

Each generation attempt consumes one quota. Due to the nature of AI generation, results may vary, and technical failures can occasionally occur.

2. Automatic Quota Restoration (Our Primary Refund System)

2.1 How It Works

When a generation fails due to technical issues, our system automatically restores your quota without requiring any action from you. This happens:

• Immediately upon failure detection (within seconds)
• Automatically - no need to contact support or submit a request
• Silently - the quota is returned to your account balance

2.2 When Automatic Restoration Occurs

Your quota is automatically restored in these situations:

• Timeout failures: Generation does not complete within 5 minutes
• AI service errors: OpenRouter or Google Gemini API failures
• Server errors: Internal system failures (5xx errors)
• Processing errors: Image processing or workflow failures
• Storage failures: Unable to save generated portrait to Cloudflare R2

2.3 Daily Restoration Limits

To prevent system abuse while protecting legitimate users:

• Maximum 3 automatic restorations per day per account
• Limit resets at midnight UTC
• Exceeding the limit: Additional failures require manual support review (see Section 2.5)

Note: This limit is generous - the vast majority of users never encounter more than 3 failures in a single day. If you do, it typically indicates a temporary system-wide issue that our team is actively addressing.

2.4 Quota NOT Restored For

Automatic restoration does not apply to:

• Successful generations: Portrait was successfully created, even if you dislike the result
• User-side issues: Poor photo quality, incompatible file formats, or violated content guidelines
• Subjective dissatisfaction: You don't like the artistic style or output quality
• Free trial quota: The complimentary first generation is not restorable
• Exceeded daily limit: 4th+ failure in the same day (requires manual review)
• Account violations: Use of the service in violation of our Terms of Service

2.5 Manual Quota Restoration Requests

If you believe a quota should have been restored but wasn't, or if you've exceeded the daily automatic restoration limit:

How to Request:

1. Email support@mementoai.net with subject line "Manual Quota Restoration Request"
2. Include your account email address
3. Provide the generation task ID (visible in your generation history)
4. Describe the issue you encountered
5. Include screenshots if applicable

Review Process:

• Response time: 1-2 business days
• Criteria: We verify the technical failure through server logs
• Approval: Quota restored within 24 hours if approved
• Denial: Detailed explanation provided if request is denied

3. Monetary Refunds

Monetary refunds (returning your payment to your original payment method) are available only in specific circumstances. Generation failures are handled through quota restoration, not monetary refunds.

3.1 When Monetary Refunds Are Available

✅ Full Refunds Provided For:

• Duplicate charges: You were charged twice for the same purchase
• Unauthorized charges: Charges you did not authorize (subject to fraud investigation)
• Incorrect amount: Charged different amount than displayed at checkout
• Service unavailability: Complete inability to access the service for more than 24 continuous hours
• Non-delivery: Purchased quotas not credited to your account within 1 hour
• Misrepresentation: Service fundamentally different from our advertised description

✅ Partial Refunds May Be Considered For:

• Extended outages: Service degradation lasting multiple days (pro-rated based on downtime)
• Accidental purchases: Immediate contact (within 1 hour) before any quotas are used

❌ Monetary Refunds NOT Available For:

• Generation failures: Already handled through automatic quota restoration
• Quality dissatisfaction: You dislike the artistic style or results (AI generation inherently varies)
• Unused quotas: Purchased quotas you haven't used yet (quotas never expire)
• Change of mind: Simply no longer wanting the service after purchase
• User error: Uploading incorrect photos, misunderstanding features, or violating usage guidelines
• Third-party issues: Problems with OpenRouter, Google Gemini, or other AI providers (handled via quota restoration)
• Free trial: The complimentary first generation is not refundable (it's free)
• Terms violations: Account suspended or terminated for violating Terms of Service
• Late requests: Requests submitted beyond the timeframes in Section 3.3

3.2 One-Time Quota Pack Refunds

For one-time purchases ($29.90, $49.90, $89.90):

• Full refund available: Within 24 hours of purchase if zero quotas have been used
• No refund available: After any quota is consumed (even if just 1 out of 10)
• Reasoning: Quotas are immediately usable digital goods; partial use = partial consumption

3.3 Subscription Refunds

Initial Subscription Purchase:

• Full refund available: Within 48 hours of first subscription charge if zero quotas have been used
• No refund available: After any quota is consumed

Automatic Subscription Renewals:

• No refunds for renewals: Renewals are not refundable once processed
• Cancellation option: You can cancel at any time to prevent future renewals (see Section 4)
• Reasoning: You have continuous access to cancel before each renewal date

3.4 Refund Request Timeframes

Monetary refund requests must be submitted within these timeframes:

• One-time packs: 24 hours from purchase (if unused)
• Initial subscriptions: 48 hours from first charge (if unused)
• Technical issues: 7 days from the date the issue occurred
• Billing errors: 30 days from the charge date

Note: Late requests are reviewed on a case-by-case basis but are generally denied unless exceptional circumstances exist.

4. Subscription Management

4.1 Canceling Your Subscription

You can cancel your subscription at any time through two methods:

• Self-service: Navigate to Account Settings → Subscription → Cancel Subscription
• Email support: Contact support@mementoai.net with "Cancel Subscription" in the subject line

4.2 What Happens After Cancellation

• Immediate effect: No future charges will be made
• Access continues: You retain full access until the end of your current billing period
• Quota expiration: Unused subscription quotas expire at the end of the billing period
• Quota packs retained: Any one-time quota packs purchased separately never expire
• Reactivation: You can resubscribe at any time with a new billing cycle

4.3 Difference Between Cancellation and Refund

5. Refund Request Process

5.1 How to Submit a Refund Request

If you believe you qualify for a monetary refund under Section 3:

1. Send an email to: support@mementoai.net
   Subject line: "Refund Request - [Your Name]"
2. Include the following information:
   • Your account email address
   • Order number or transaction ID (visible in your purchase history)
   • Date and time of purchase
   • Detailed reason for refund request (reference the specific eligibility criteria from Section 3.1)
   • Any supporting documentation (screenshots, error messages, etc.)
3. Wait for response: Our support team will acknowledge your request within 1-2 business days

5.2 Review and Decision Timeline

• Initial acknowledgment: 1-2 business days
• Eligibility review: 2-5 business days
• Additional information requests: We may ask for clarification or documentation
• Final decision: Communicated via email with detailed reasoning

5.3 If Your Refund Is Approved

• Processing time: 2-3 business days to initiate refund through Creem payment processor
• Payment method: Refunded to your original payment method (credit card, debit card, etc.)
• Bank processing: Allow 5-10 business days for the refund to appear in your account (varies by bank)
• Confirmation email: You'll receive a confirmation with transaction details
• Account status: Refunded quotas are deducted from your account balance

5.4 If Your Refund Is Denied

• Detailed explanation: We'll provide specific reasons why your request doesn't meet eligibility criteria
• Alternative solutions: We may offer quota restoration, account credits, or other remedies
• Escalation option: You can request a management review (see Section 7)

6. Refund Methods and Processing

6.1 Payment Method Return Times

Once a refund is approved and processed by Memento AI, the time to receive your funds depends on your original payment method:

• Credit cards: 5-10 business days
• Debit cards: 5-10 business days
• Bank accounts: 5-7 business days
• PayPal: 3-5 business days (if available)

Note: These timeframes are beyond our control and depend on your financial institution's processing procedures.

6.2 Alternative Refund Options

In certain cases, we may offer alternatives to monetary refunds:

• Account credits: Equivalent value added to your account for future use (never expires)
• Quota upgrade: Additional quotas provided at no extra cost
• Subscription extension: Extra month(s) added to your subscription

You are never required to accept these alternatives - monetary refunds will be processed if you're eligible and prefer that option.

6.3 Currency and Exchange Rates

• Refunds are processed in the original currency charged (USD)
• If your bank converts to a different currency, exchange rate fluctuations may result in slight differences
• Memento AI is not responsible for currency conversion fees charged by your bank

7. Dispute Resolution and Escalation

7.1 If You Disagree With Our Decision

We strive for fair and transparent refund decisions. If you believe your refund request was incorrectly denied:

Step 1: Request Management Review

• Reply to the denial email with "Request Management Review"
• Provide any additional evidence or context
• Explain why you believe the decision was incorrect
• Review time: 3-5 business days

Step 2: Payment Processor Dispute

If the management review is still unsatisfactory, you have the right to dispute the charge with your payment provider:

• Credit/debit card: Contact your bank to file a chargeback
• PayPal: Open a dispute through PayPal's Resolution Center
• Note: Filing a chargeback may result in suspension of your account pending investigation

Step 3: External Resolution

• Contact consumer protection agencies in your jurisdiction
• File a complaint with the Better Business Bureau (if applicable)
• Seek resolution through small claims court

7.2 Our Commitment to Fair Resolution

We take refund disputes seriously and commit to:

• Providing clear, specific reasons for any denial
• Reviewing each case individually (no automated denials)
• Offering alternative solutions when appropriate
• Escalating to senior management when requested
• Cooperating fully with legitimate payment disputes

8. Special Circumstances

8.1 System-Wide Outages

In the event of extended service outages affecting multiple users:

• Proactive compensation: We may automatically issue quota bonuses or subscription extensions
• Outage credits: Pro-rated account credits for outages exceeding 24 hours
• Communication: Status updates posted on our website and sent via email

8.2 Promotional and Discounted Purchases

• Refund amount: Refunds are issued for the actual amount paid (discounted price)
• Coupon codes: Promotional codes are not refunded separately
• Bundle deals: Refunds calculated proportionally based on bundle pricing

8.3 Gift Purchases

• Refund to purchaser: Refunds are issued to the original purchaser, not the gift recipient
• Unused gifts: Eligible for refund within 30 days if the gift code has not been redeemed
• Redeemed gifts: Follow standard refund policies based on the recipient's usage

8.4 Account Suspensions and Bans

• Terms violations: No refunds for accounts suspended or banned due to Terms of Service violations
• Fraudulent activity: No refunds for accounts engaged in payment fraud, quota abuse, or other fraudulent behavior
• Disputed bans: If you believe your ban was in error, contact support@mementoai.net to appeal before requesting a refund

8.5 Force Majeure

Service interruptions due to events beyond our reasonable control (natural disasters, wars, pandemics, infrastructure failures, etc.) are not eligible for monetary refunds, but we will:

• Extend subscription periods to compensate for downtime
• Provide bonus quotas when service is restored
• Communicate transparently about the situation and expected resolution

9. Abuse Prevention

9.1 Refund Abuse Detection

To protect our business and legitimate customers, we monitor for refund abuse patterns:

• Excessive refund requests: More than 3 refund requests in a 6-month period
• Pattern abuse: Repeatedly purchasing, using service, then requesting refunds
• Chargeback abuse: Filing chargebacks without first contacting support
• Multiple accounts: Creating multiple accounts to exploit refund policies

9.2 Consequences of Abuse

Accounts flagged for refund abuse may face:

• Additional review: Future refund requests subject to enhanced scrutiny
• Refund denial: Automatic denial of refund requests deemed abusive
• Account suspension: Temporary or permanent suspension of service access
• Payment blocking: Blocking of payment methods used for fraudulent activity
• Legal action: Pursuit of legal remedies for fraud or theft of services

9.3 False Positive Protection

If you believe you were incorrectly flagged for abuse:

• Contact support@mementoai.net with "Account Flag Appeal" in the subject line
• Provide context and documentation for your refund requests
• We will manually review your account history and respond within 3-5 business days

10. Regional and Legal Considerations

10.1 Jurisdiction-Specific Rights

Depending on your location, you may have additional refund rights under local consumer protection laws:

European Union (EU):

• 14-day withdrawal right: EU consumers may have the right to withdraw from purchases within 14 days
• Waiver for digital content: By using quotas immediately, you waive this right for consumed services
• Unused quotas: Eligible for full refund within 14 days if no quotas have been consumed

United Kingdom (UK):

• Similar to EU rights under the Consumer Rights Act 2015
• 14-day cancellation right for unused digital content

California (USA):

• California consumers may have additional rights under California Consumer Privacy Act (CCPA)
• Right to cancel automatic renewal with proper notice

Australia:

• Consumer guarantees under Australian Consumer Law (ACL)
• Right to refund for services not fit for purpose or not delivered as described

10.2 How to Assert Legal Rights

If you believe you have legal refund rights that differ from this policy:

• Email support@mementoai.net with "Legal Refund Rights - [Your Country]" in the subject line
• Specify the legal basis for your refund request
• Provide relevant citations or documentation
• We will review and respond in accordance with applicable law

Note: Nothing in this Refund Policy is intended to limit your legal rights under applicable consumer protection laws. Where this policy conflicts with mandatory legal requirements, the legal requirements shall prevail.

11. Policy Changes and Updates

11.1 Modifications to This Policy

We reserve the right to modify this Refund Policy at any time to reflect:

• Changes in our business practices
• Updates to legal requirements
• Improvements to customer service processes
• Feedback from our user community

11.2 Notification of Changes

When we make significant changes to this policy:

• Website update: The new policy will be posted on this page with an updated "Effective Date"
• Email notification: We'll send advance notice to active users for material changes
• Notice period: 30 days advance notice for changes that reduce customer rights

11.3 Which Policy Applies

• Existing purchases: Governed by the policy in effect at the time of purchase
• New purchases: Subject to the current version of this policy
• Grace period: 30-day transition period for significant changes

12. Contact Information

For refund requests, questions about this policy, or to discuss your specific situation, please contact us at:

Email: support@mementoai.net

Memento AI
Copyright © 2025 Memento AI. All rights reserved.

Related Policies

• Terms of Service - Including Section 8 (Automatic Refund System)
• Privacy Policy - How we handle your data