Legal

Refund Policy

MemoryPet uses one-time purchases and does not renew automatically. This policy explains duplicate charges, failed processing, unused purchases, media-credit returns, and cash-refund requests.

Effective date: July 17, 2026

Purchase types

MemoryPet may sell a first-pet package with 12 months of account access, additional pet credits, account-access renewals, and media-credit packs. Current prices and included features are shown on the Pricing page before checkout.

Promotional credit

The one media credit granted to a confirmed account is promotional, has no cash value, and is not refundable or transferable. If an eligible job is rejected or fails before completion, the system may return that credit to the account for another eligible use.

Failed or rejected media projects

A standalone audio credit is used when the finished project is saved. A photo-restoration credit is reserved when the photo is submitted. If an ordinary photo is rejected during review or MemoryPet records a restoration job as failed, the used credit is returned automatically. A credit return is not a cash refund.

Completed projects and used access

Completed audio projects, completed restoration work, pet credits already assigned to a pet, and periods of account access already used generally are not refundable merely because the result or experience did not match a subjective preference. We will still review requests involving duplicate charges, technical failures, material service errors, or circumstances required by law.

Unused purchases

Requests involving unused paid media credits, an unused pet credit, or a recently purchased access period will be reviewed individually. A refund may require MemoryPet to remove the corresponding credits, pet entitlement, access time, or downloadable content from the account.

Duplicate or incorrect charges

Contact billing@memory.pet promptly if you believe a payment was duplicated or the amount was incorrect. Include the account email and enough information to identify the payment, but never send a full card number or security code.

Requesting a refund

Send requests to billing@memory.pet. Explain the purchase, date, and reason. We may verify account ownership and review processing, download, access, credit-use, fraud, and dispute records before deciding the request.

Refund destination and timing

Approved refunds are sent to the original payment method through Stripe. Banks and card networks control how long the credit takes to appear. MemoryPet cannot redirect a card refund to another person or payment method.

Chargebacks

A chargeback or payment dispute is different from a refund request. Contacting billing first usually gives us an opportunity to investigate and correct an error directly. We may suspend related access, preserve records, and respond to a dispute through the payment processor.

Questions

Billing questions may be sent to billing@memory.pet. Other contact options are listed on the Contact page.