Refund & Cancellation Policy

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. For purchases using Stripe Managed Payments, the payment provider's applicable checkout and refund terms also apply and may provide additional refunds.

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. For purchases using Stripe Managed Payments, the payment provider's applicable checkout and refund terms also apply and may provide additional refunds.
• 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, abuse or repeated payment reversals, 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. For purchases using Stripe Managed Payments, the payment provider's applicable checkout and refund terms also apply and may provide additional refunds.
• 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.

Refund requests may be decided by Stripe or its checkout provider under their checkout terms or by us under this policy. A full refund cancels the subscription it pays for immediately and removes everything that payment granted: the plan, clone slots, Clone Credits and Talking Credits. Credits already used from it are not charged to you as money; they become a negative credit balance that is deducted from credits you receive later, as described in the Credits & Billing Rules. A partial refund does not change your access unless we agree otherwise. Where some credits were already used, we may instead refund the unused part of a purchase: the refund is proportional to the credits not yet used, only those unused credits are removed (no negative balance is created), and a subscription refunded this way ends immediately. Refunds of duplicate charges, of our own billing errors or of the unused part never count as a reversal against you.

8Chargebacks and payment disputes

Please contact us first. We resolve most issues within days, and a dispute through your bank can take weeks. For purchases using Stripe Managed Payments, you can also use the payment-support link on your receipt. Stripe or its checkout provider may issue an eligible refund under its checkout terms. If a payment dispute (chargeback) is opened, your account is temporarily on hold until it is closed: the Windows app and purchases are paused, your profile is read-only and any subscription the payment belongs to will not renew. Nothing is removed while the dispute is open: your credits, clone slots and balances stay as they are. If the dispute is decided in our favour, the hold is lifted and nothing changes.

If the payment is reversed in full, we treat it like a full refund: the subscription is cancelled, the credits and slots it granted are removed, credits already used become a negative balance that is offset against future purchases, and the payment is marked as reversed in your profile. If payments for the same person are reversed in full more than once, we may restrict or close the account after a manual review; this never happens automatically. Your right to dispute a payment with your bank, and your statutory rights, are 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).

12Stripe Managed Payments

For purchases processed by Stripe Managed Payments, the payment provider identified at checkout handles payment support, eligible refunds and payment disputes under the terms shown at checkout. Stripe or its checkout provider may issue an eligible refund without asking us first. Memory Clone remains responsible for providing the app and paid access. Existing subscriptions keep their original payment arrangement unless separately changed.

The payment terms and provider identity shown at checkout and on your receipt apply to that purchase. Your statutory consumer rights are not reduced.