Last Updated: 10 February 2025

Convenience Summary (Non-Legal)

• Cancel anytime: Cancellation stops future renewals.
• Platform Fees: Non-refundable once service has started (because setup, onboarding, partner, and infrastructure costs begin immediately).
• Purchased Credits: Unused balance from an eligible top-up can be refundable if you request it within 7 days of that top-up (and the top-up meets the minimum amount).
• Promotional/bonus credits: Never refundable.
• Credits usage: Credits are usable only while your platform plan is active. If your plan becomes inactive, credits remain in your ledger and can be used again after reactivation (credits may still expire after their validity period).
• Need help?: If something isn’t working, contact us first—we’ll try to fix it quickly.

This summary is for convenience. The sections below contain the detailed rules and definitions.

1) Introduction

Memorly Technologies Private Limited (“Memorly”, “we”, “our”, “us”) provides a digital chatbot development and automation platform and may offer usage-based credits (“Credits”).

By purchasing, subscribing, recharging Credits, or using Memorly services, you agree to this policy along with our Terms & Conditions and Privacy Policy.

2) Definitions

2.1 Platform Fees

“Platform Fees” include (without limitation): subscriptions (monthly/annual/custom plans), onboarding/setup/implementation fees, add-ons (agents, seats, numbers, integrations), premium support, consulting, training, and any service charge other than Purchased Credits.

2.2 Service Commencement

“Service Commencement” occurs when any of the following happens (whichever is earliest):

(a) your account is provisioned/activated;

(b) onboarding/implementation work starts;

(c) paid access to platform features is enabled; or

(d) any billable services are delivered.

2.3 Credits

“Credits” are usage units that may be consumed when using Memorly features (for example: AI Message Credits, Broadcast Credits, or other usage units introduced by Memorly). Credits are not currency, not legal tender, and not a stored-value instrument.

2.4 Purchased Credits

“Purchased Credits” are Credits paid for via top-up/recharge/credit packs/invoice line items (i.e., paid credits).

2.5 Promotional Credits / Promotional Access

“Promotional Credits/Access” means any free/trial/bonus/referral/goodwill/bundled credits or unlimited usage provided as a plan benefit. Promotional Credits/Access are not cash-equivalent and are never refundable.

2.6 Recharge Date

“Recharge Date” means the date on which payment for Purchased Credits is successfully completed.

2.7 Transaction Currency

“Transaction Currency” means the currency in which your top-up payment is processed and captured (e.g., INR, USD), as recorded by the payment gateway and Memorly’s billing records.

2.8 Refund-Eligible Leftover (Purchased Credits)

“Refund-Eligible Leftover” means the unused balance of Purchased Credits from a specific top-up transaction that:

(i) is still within the Refund Claim Window (Section 5.1) when we receive the request;

(ii) has not been consumed; and

(iii) meets the Minimum Top-up Amount threshold (Section 5.2), as verified by Memorly’s credit ledger.

2.9 Carry-Forward Credits (Not Refundable)

“Carry-Forward Credits” means any unused Purchased Credits from a top-up transaction remaining after the Refund Claim Window for that transaction ends. Carry-Forward Credits remain available for future use (subject to validity and activation requirements) but are not refundable.

2.10 Active Platform

“Active Platform” means an active, paid platform subscription/plan (in good standing) that enables access to the platform and usage of Credits.

3) Cancellation Policy

3.1 How to Cancel

You can cancel by either:

• In-App: Account Settings → Billing → Cancel, or
• Email: Write to [email protected] from your registered email with: account/company name; plan name; invoice/order reference (if available); and request: “Cancel subscription/services”.

3.2 What Happens After Cancellation

Cancellation stops future renewals. Unless your access is suspended for breach/fraud/security reasons, you typically retain access until the end of the current paid term. Any unpaid invoices/dues remain payable.

If your plan becomes inactive after the paid term ends, Credits may remain visible in your ledger but will not be usable until platform reactivation (see Section 6).

3.3 Platform Fees (Non-Refundable after Service Commencement)

Platform Fees are non-refundable once Service Commencement occurs. This is because Memorly typically incurs immediate third-party, marketing/partner, and infrastructure costs upon activation/onboarding.

Exceptions:

(a) where required by applicable law; or

(b) if a platform plan is purchased and Service Commencement has not occurred (as defined in Section 2.2), Memorly may process a refund after deducting any non-recoverable third-party costs, if any.

3.4 No Separate Cancellation Fee

Memorly does not charge a separate cancellation fee. However, already-paid Platform Fees remain non-refundable as stated above.

4) Refund Policy (What can be refunded)

• Platform Fees: non-refundable after Service Commencement (Section 3.3).
• Purchased Credits: refundable only as per Section 5.
• Promotional Credits/Access: never refundable.
• Carry-Forward Credits: never refundable.
• Expired Credits: never refundable.

5) Credits Refund Policy (Purchased Credits only)

5.1 Refund Claim Window

Refund requests for Purchased Credits must be raised within 7 calendar days from the Recharge Date of the relevant top-up transaction.

5.2 Minimum Top-up Amount (Eligibility)

Refund requests are eligible only if the relevant top-up transaction meets the minimum amount below (based on Transaction Currency):

• INR: INR 500 or more (₹500+)
• USD: USD 7 or more (US$7+)
• Other currencies: at least the equivalent of USD 7, calculated using the payment gateway/acquirer exchange rate shown in transaction records.

5.3 Eligible Amount and Calculation (Clear Formula)

If eligible under Sections 5.1 and 5.2, only Refund-Eligible Leftover Purchased Credits are refundable.

Refund amount is calculated at the pack/top-up rate:

5.3.1 Example (Illustration Only) — Pro-Rata Refund with Payment Gateway Deductions (Approach A)

This example is for illustration purposes only. Actual credit packs, consumed credits, payment processing charges, taxes, and

bank/network timelines may vary.

Step 1: Transaction details (example)

Amount Paid for the top-up transaction: ₹1,000

Total Purchased Credits granted in that top-up: 10,000 credits

Credits consumed from that same top-up before refund request: 2,500 credits

Unused Purchased Credits (Refund-Eligible Leftover): 7,500 credits

Step 2: Compute Pro-Rata Refund Amount

Pro-Rata Refund Amount = (7,500 ÷ 10,000) × 1,000

= 0.75 × 1,000

= ₹750

Pro-Rata Refund Amount = (Unused Purchased Credits from that transaction ÷ Total Purchased Credits granted in that transaction) × Amount Paid for that transaction, subject to Section 8 deductions.

If a transaction grants multiple credit types, the ledger’s per-type allocation for that pack/top-up will be used to compute unused value per type.

Step 3: Apply non-recoverable payment processing charges (Section 8.2), if applicable

Assume payment gateway/bank charges incurred by Memorly for this transaction (and not returned on refund) are:

• Gateway fee (example): 2% of ₹1,000 = ₹20.00
• GST on gateway fee @ 18% = ₹3.60
• Total non-recoverable payment processing charges = ₹23.60

Step 4: Compute Refund Payable

Refund Payable = Pro-Rata Refund Amount − Non-recoverable payment processing charges

= ₹750 − ₹23.60

= ₹726.40

Notes:

• Deductions (if any) apply only for actual, non-recoverable payment processing charges (payment gateway/bank/network/FX charges) to the extent permitted by law.
• Tax handling (including GST adjustments/credit notes) will be done as required under applicable law (see Section 8.3).

5.4 Not Refundable

• Used/consumed Purchased Credits
• Promotional Credits / Promotional Access
• Platform Fees and non-credit charges
• Carry-Forward Credits
• Expired Credits

5.5 Consumption Order (disclosed)

To keep usage and refund computation consistent, Promotional Credits are consumed first and Purchased Credits are consumed after Promotional Credits. This ordering applies within each credit type as tracked in the credit ledger.

5.6 When Purchased Credits become Carry-Forward (Not Refundable)

For a given top-up transaction, any unused Purchased Credits remaining after the 7-day Refund Claim Window ends become Carry-Forward Credits and are not refundable.

6) Credits Validity & Platform Activation

6.1 Validity

Purchased Credits (including Carry-Forward Credits) are valid for up to 12 months from the Recharge Date of the relevant top-up transaction, unless a shorter validity period is stated for that pack/plan or required by law.

6.2 Active Platform Required

Credits can be utilized only while the platform is Active. If the plan is inactive, credits remain in the ledger but cannot be consumed until reactivation.

6.3 Fairness: Limited Expiry Extension During Inactivity

If your platform stays continuously inactive, we will extend the expiry of unused Purchased Credits from the affected top-up by up to 90 days to avoid an unfair “hidden expiry”. After 90 days of continuous inactivity, expiry continues to run.

Example: If credits would expire on 1 Oct and your plan is inactive from 1 Aug to 15 Sep (46 days), the expiry moves by 46 days (up to the 90-day cap).

6.4 Expired Credits

Expired Credits are not reinstated or refunded except where required by applicable law.

7) Refund Request Process (Credits only)

Email [email protected] within the claim window with: invoice/order number or payment reference/transaction ID; registered account email/phone; Recharge Date; pack/top-up details; and the request: “Refund Refund-Eligible Leftover Purchased Credits”.

We may request additional verification to prevent fraud.

8) Refund Processing, Deductions, and Taxes

8.1 Processing Time

If approved, refunds are initiated within 14 business days to the original payment method where possible. Banks/payment networks may take additional time to reflect the amount.

8.2 Deductions (only actual, non-recoverable costs)

Refunds are issued net of actual non-recoverable payment gateway charges and bank charges (to the extent legally permitted). On request, we can share a simple breakdown of deductions used for the refund computation.

8.3 Taxes (GST)

Where applicable, tax adjustments/credit notes may be issued as required. If taxes are not recoverable/adjustable, the refund may exclude such amounts to the extent permitted by law.

8.4 Currency

Refunds are processed in the Transaction Currency. Any FX conversion differences imposed by banks/payment networks are outside Memorly’s control.

9) Chargebacks & Payment Disputes

If a chargeback/dispute is initiated, we may temporarily pause access during investigation to prevent misuse. We will rely on system logs, credit ledger records, transaction proofs, and policy acceptance records to respond to the payment provider.

10) Data Handling After Cancellation

After cancellation, data retention/deletion follows our operational, security, and compliance requirements and our Privacy Policy. If data export is available on your plan, request it before termination takes effect.

11) Legal Exception

Nothing in this policy limits rights that cannot be excluded under applicable law. If a refund is required by law in a specific case, Memorly will comply to the extent required.

12) Contact & Grievance

Email: [email protected]

Phone: +91 8147079907

Address: Memorly Technologies Private Limited, 46, 4th Cross, 6th Main, Basapura Main Road, Duo City Layout, Basapura, Bengaluru, Karnataka – 560068, India

For grievances, please email [email protected] with subject line: “Grievance – Cancellation/Refund Policy”. We aim to acknowledge within 48 hours and resolve within a reasonable period.

13) Policy Updates

We may update this policy from time to time. For Purchased Credits, the policy version in effect on the Recharge Date applies to that specific top-up transaction (unless required otherwise by law). The latest version posted on our website applies going forward for new purchases/renewals.