Refund policy

This is a convenience translation. The German version is the binding one.

1. Who issues the refund?

You buy paid plans through our payment provider Creem, which acts as “merchant of record” (Terms § 5). Creem collects the fee and pays refunds back to the original payment method. The Creem Buyer Terms apply in addition.

2. Free trial

Every plan starts with a 14-day trial. Nothing is charged during the trial. If you cancel before the trial ends, nothing is billed. You can cancel any time via Cancel contracts here or in the app under “Manage subscription” (customer portal). You owe no compensation for the free trial.

3. Right of withdrawal (14 days)

As a consumer you can withdraw from the contract within 14 days without giving a reason (German law: §§ 312g, 355 BGB). The period starts when the contract is concluded or, for a trial, when the trial starts. The easiest way to withdraw is the withdrawal function; we then carry out any refund via Creem. If you asked for the service to start immediately, you owe compensation for the value of the service provided up to the withdrawal (§ 357a BGB); for a free trial that compensation is €0.

4. After the first 14 days

After that you can cancel at any time, effective at the end of the current billing period (month or year): via Cancel contracts here or in the app under “Manage subscription” (customer portal). Your access continues until then. Periods already paid are not refunded pro rata.

5. Duplicate or erroneous charges

If you were charged twice or by a technical error, we refund the excess amount in full. Email us the invoice number at support@memexa.ai.

6. How a refund works

Email support@memexa.ai (your account email and, if you have it, the invoice number). We answer within 3 business days and trigger the refund with Creem. The credit to your original payment method usually takes 5–10 business days. If you contact us and hear nothing for 7 days you can also reach out to Creem directly. Please contact us before filing a chargeback with your bank. We resolve issues faster.

7. Effect on your access

If a subscription is refunded in full, paid access ends immediately and your account switches to read-only mode (Terms § 4 (2)): reading and export remain possible, including via connected AI apps; saving and processing new content requires a plan. Your data is not deleted. Partial refunds do not change your access.