Política de Reembolso e Cancelamento

1Scope

This policy applies to all purchases of Memory Clone plans, subscriptions, clone slots and credit packs from SAMPLE TEXT™ (“we”, “us”, “our”), which operates Memory Clone, made through memoryclone.com or the app. It forms part of our Terms of Service.

Our approach is simple: we provide every remedy the law requires, we always correct our own billing mistakes, and we do not offer refunds simply because you changed your mind after digital delivery has started, except where the law gives you that right.

2Immediate delivery and your right to cancel

If you are a consumer in the UK, the EEA or Switzerland, you normally have 14 days from the day of purchase to cancel a contract for digital content or services without giving a reason. Because Memory Clone delivers immediately, checkout asks for your request and acknowledgement:

• Digital content (for example a credit pack or a clone slot delivered to your account): by asking for immediate delivery and acknowledging the consequence, you lose the right to cancel once delivery has begun.
• Services (for example a monthly or annual subscription): you may still cancel within 14 days, but you must pay for what was provided up to the time you told us you were cancelling, including credits already used. Once the service has been fully provided, the right to cancel ends.

We confirm your purchase and your request for immediate delivery by email (your Stripe receipt and our order confirmation). If you did not give this consent and acknowledgement, the normal 14-day right applies in full.

Consumers in other countries have the cancellation rights given by their local law, which we respect.

3If something goes wrong

Digital content and services must be as described, fit for purpose, of satisfactory quality and supplied with reasonable care and skill. If they are not, you are entitled to remedies under the law, for example under the UK Consumer Rights Act 2015 or the EU rules on digital content and services:

• Not delivered: if you paid and did not receive the slot, credits or plan, we deliver it promptly or refund you in full.
• Faulty or not as described: we will first try to fix the problem or replace what you bought within a reasonable time and without significant inconvenience. If we cannot, you are entitled to an appropriate price reduction or a refund for the affected part.
• Credits lost to our error: if credits are charged because of a fault on our side, we restore them.

4Billing errors and duplicate charges

If you were charged twice, charged the wrong amount, or charged after a valid cancellation, tell us and we will refund the incorrect amount in full once confirmed against the Stripe record.

5Subscriptions

• Cancel at any time in your profile or the Stripe billing portal. You do not need to contact us.
• Cancellation stops future renewals. You keep access, including any renewed Clone Credits, until the end of the period already paid.
• Except as described in sections 2 to 4, we do not refund the remaining part of a period that has already started.
• If we end a plan for everyone, or end your access without cause, we refund the unused part of any prepaid period.
• If we close your account because of your serious breach of our Terms or Acceptable Use Policy, fraud or abuse, we do not refund unused periods or credits, except where the law requires.

6Credits, vouchers and promotions

• Used credits represent AI processing that has already been carried out and are not refundable.
• Credits have no cash value, cannot be exchanged for money and cannot be transferred between accounts.
• Vouchers and promotion codes are promotional, have no cash value, are valid only on the terms and until the date stated with them, and cannot be combined unless stated.

7How refunds work

Approved refunds are made to the original payment method through Stripe without undue delay and in any case within 14 days of our decision (or of your valid cancellation, where the law requires). Your bank may take a few more days to show it.

A full refund withdraws what it pays for: the related plan, slot and any unused credits from that purchase are removed. Credits already used are not charged back to you, and your balance never becomes negative. A partial refund does not change your access unless we agree otherwise.

8Chargebacks and payment disputes

Please contact us first. We resolve most issues within days, and a dispute through your bank can take weeks. If a payment dispute is opened, the purchase concerned is suspended and any subscription it belongs to is cancelled to prevent further charges. If the dispute is decided in our favour, the purchase is restored. Your right to dispute a payment with your bank is not affected.

To respond to a dispute, we may give Stripe and your bank the order, payment, delivery and checkout-consent records for the purchase concerned. If we reasonably believe a dispute is fraudulent or abusive, for example for a purchase you authorised and used, we may suspend the account until it is resolved and, for repeated or clearly abusive disputes, refuse future purchases or close the account under our Terms.

9How to ask for help or a refund

Email contact@memoryclone.com from your account email with:

• the email address of your Memory Clone account;
• the date and amount of the charge, and the order, invoice or receipt reference if you have it;
• a short description of the problem.

We acknowledge requests within 3 business days and normally decide within 14 days.

10Model cancellation form

You can tell us you are cancelling in any clear way, for example by email. You may use this model form, but you do not have to. Cancellation is in time if you send it before the cancellation period ends.

11Your statutory rights

Nothing in this policy limits rights you have under consumer law that cannot be excluded. If you are not satisfied with our answer, you can contact your local consumer advice service (in the UK, Citizens Advice; in the EU, your national European Consumer Centre).