Cancellation and refunds

How to cancel

If you pay on the web (Razorpay)

Open Account › Plan & billing in Mementa on the web and choose "Contact support to cancel", or write to support@yourdomain.com from the email address you sign in with. We cancel the renewal and confirm it by email.

If you subscribed in the Android app (Google Play)

Open the Google Play app, tap your profile picture, then Payments & subscriptions › Subscriptions. Choose Mementa and tap Cancel subscription. You can also do this at play.google.com/store/account/subscriptions.

If you subscribed in the iPhone app (App Store)

Open Settings on your iPhone, tap your name, then Subscriptions. Choose Mementa and tap Cancel Subscription. You can also open apps.apple.com/account/subscriptions on your iPhone. Apple asks you to cancel at least 24 hours before the renewal date.

Deleting the app doesn't cancel a subscription. Cancel it where you pay.

What happens after you cancel

Your plan stays active, with all its storage, until the end of the period you have paid for, and you won't be charged again.

After that, the rules for a plan that ends apply: uploads pause, and you can still view and download everything. On day 30 we keep your favourites first, then your newest photos and videos, up to the free 10 GB, and remove the rest. Renew before then and nothing is removed. See the full timeline.

Refunds

A plan pays for a period of service that starts straight away. So when you cancel, we don't refund the part of the period you have already paid for: your plan simply stays active until the period ends.

We refund the full amount of a charge when:

• you were charged twice for the same period;
• you were charged for a renewal after you had cancelled on the web;
• you paid, but your plan never became active and we couldn't fix it (see our Delivery policy);
• the law requires a refund.

If we ever close Mementa for good before your paid period ends, we refund the unused part of that period.

Purchases in Google Play or the App Store

If you paid in the Android or iPhone app, Google or Apple took the payment, so refunds follow their rules:

• Google Play: request a refund from your order history at play.google.com/store/account/orderhistory. If Google Play can't help, write to us.
• App Store: request a refund at reportaproblem.apple.com. Only Apple can refund App Store purchases.

Wrong or double charges

If you see a charge you don't recognise, or you were charged twice, write to support@yourdomain.com as soon as you notice, from the email address you sign in with. Please include the date, the amount and the payment reference from your receipt or bank statement (for UPI, the UPI transaction ID).

We check every report and reply by email. If the charge was wrong, we refund it in full.

How refunds reach you

• Refunds go back to the payment method you used, in Indian rupees.
• A full refund covers the whole amount you paid, including any tax.
• Once we issue a refund for a web payment, banks usually take 5 to 10 working days to show it in your account.
• Refunds from Google Play or the App Store follow their own timelines.

If you delete your account

Deleting your account cancels plans you pay for on the web straight away. It does not cancel Google Play or App Store subscriptions: cancel those in the store first, or they will keep renewing. Deleting your account doesn't refund the rest of a paid period. How to delete your account.

Contact

Questions about a payment: support@yourdomain.com or +91 00000 00000, Monday to Saturday, 10:00 to 18:00 IST. If we can't resolve it, our grievance officer will look into it.