Refund Policy

1. What this policy covers

This policy applies to credit packs bought on Memora.help from Customer Experience Insight Pty Ltd (ABN 61 634 039 759) trading as WA AI Hub. Credits are one-off top-ups, priced in Australian dollars, that you spend on AI features. There is no subscription, so nothing renews automatically. Paid credits expire 12 months after the date of purchase; the expiry is shown at checkout and in your credit menu, and we email you about 30 days beforehand. Expired credits cannot be used or refunded, except that we will reinstate credits that expired while the Service was unavailable or faulty, or where the law requires. It forms part of our Terms & Conditions.

2. Your rights that always apply

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the services fixed if they fail to be of acceptable quality or fail to be provided with due care and skill, and the failure does not amount to a major failure. Nothing in this policy limits those rights.

If you are a consumer in the EU or UK, you have a right to withdraw from a purchase within 14 days without giving a reason. By starting to use credits you ask us to begin supplying the service immediately and you acknowledge that you lose the right to withdraw for credits already used once we have fully performed the service. Your right to withdraw for unused credits is not affected.

3. Our 14-day money-back promise (any reason)

If you change your mind, you can ask for a refund of any unused paid credits within 14 days of buying a pack. We refund the price paid for the unused credits, calculated at the per-credit price of the pack. We do not charge a fee.

• Credits you have already used are not refundable under this clause, because the AI service has been provided.
• Bonus or reward credits have no cash value and are not refundable.

4. Faults, errors and failed requests

• If a request fails (for example because an AI or voice provider returns an error), the credits are returned to your balance automatically.
• If you were charged twice, charged the wrong amount, or a payment was made without your authority, we will refund the amount in full, including after the 14 days.
• If the Service has a fault that stops you using credits you have paid for and we cannot fix it within a reasonable time, you can choose a refund of the affected unused credits.
• AI output that you personally find unhelpful is not, by itself, a fault. Please tell us if the output was wrong or unsafe, and we will look into it and, where appropriate, return the credits.

5. If we close the Service or your account

If we discontinue the Service, or terminate your account for a reason other than your breach of the Terms, we will refund your unused paid credits. If you ask us to delete your account within 14 days of a purchase, clause 3 applies. After that, contact us and we will consider your request fairly in light of your circumstances and your statutory rights.

6. EU and UK consumers: right to withdraw

If you are a consumer in the EU or UK you may withdraw from a purchase within 14 days of buying it, without giving a reason, for any credits you have not used. To withdraw, send us a clear statement (by email to support@memora.help), or use this model form:

"I/We hereby give notice that I/We withdraw from my/our contract for the purchase of credits on Memora.help. Ordered on [date]; name of consumer(s); account email; date."

We will reimburse the price of the unused credits using the same payment method within 14 days of receiving your notice. For credits you have already used, you ask us to start supplying the service immediately when you use them, and you accept that you lose the right to withdraw for the portion of the service that has been fully performed. This does not affect your other rights.

7. How to ask for a refund

1. Email support@memora.help from your account email with the subject "Refund", the date of purchase and the reason (the reason is optional for clause 3).
2. We will acknowledge your request within 3 business days.
3. If approved, we refund the original payment method through Stripe within 10 business days. Your bank may take a further 5 to 10 business days to show it. We do not refund by a different method unless the original is unavailable.
4. Credits refunded are deducted from your balance. If your balance is lower than the credits being refunded because you have used some, we refund only the unused portion.

Please contact us before lodging a chargeback with your bank. We can usually resolve problems faster, and a chargeback may result in the corresponding credits being removed from your balance.

8. Taxes, currency and records

Refunds are made in Australian dollars and include any GST we charged on the refunded amount. We are registered for GST and will provide a tax invoice or adjustment note on request. If your bank converts the currency, the amount you receive may differ because of exchange rates we do not control. We keep payment and refund records for the periods required by law.

9. Questions or complaints

If you are unhappy with how we handled your request, email us and ask for it to be reviewed by a different person. You can also contact Consumer Protection (WA) at the Department of Mines, Industry Regulation and Safety, or the Australian Competition and Consumer Commission.