DRAFT — REQUIRES LAWYER REVIEW BEFORE LAUNCH
Working draft. Not legally binding. Lawyer review required before publication.
Mnem — Refund Policy
Last updated: (set on lawyer review) Effective date: (set on publication)
This policy applies to all purchases made through Mnem (https://mnem.live). It is referenced from Section 4 of the Terms of Service and from the checkout flow.
1. Plain-English summary
- All sales are final once you access purchased content.
- Subscription fees are non-refundable for completed or partial billing periods.
- Cancelling stops auto-renewal; it does not refund the current period.
- Refunds for verified service outages are evaluated case-by-case.
- Disputing a charge with your bank instead of contacting us first results in account termination.
The rest of this document is the legal phrasing of the above.
2. Archive Unlock purchases
A one-time Archive Unlock purchase grants you access to all existing and future recordings of the specified creator for as long as your subscription remains active.
Archive Unlock purchases become non-refundable immediately upon the first access of any recording within the unlocked archive. "Access" means any playback, view, partial-stream consumption, or download of any individual recording.
Before access, an Archive Unlock is refundable on request for 24 hours from time of purchase. After 24 hours, or upon first access — whichever comes first — the purchase is non-refundable.
A 30-second cooling-off confirmation modal is shown before charging for any Archive Unlock. This is intentional friction designed to reduce post-purchase regret.
3. Subscription fees
- Subscriptions are billed in advance.
- Subscription fees are non-refundable for completed or partial billing periods.
- Mnem does not issue pro-rated refunds for mid-period cancellations.
- Cancelling your subscription stops auto-renewal at the end of the current billing period. Your subscription remains active until that date.
4. Auto-renewal
Subscriptions automatically renew at the same amount and interval until cancelled. The renewal amount and interval are shown at checkout, on the Account Settings page, and in every receipt email. You may cancel auto-renewal at any time in Account Settings.
5. Service-outage refunds
If a verifiable Mnem-side service outage prevents you from accessing content you have paid for, you may be eligible for a partial or full refund. Refund decisions in this category are made by Mnem at its sole discretion and recorded with a documented reason.
Outages caused by third-party platforms (including the source platform, your internet provider, or the device you use) are not the basis for a refund under this section.
6. Account termination
No refunds are issued upon:
- Termination for cause (chargebacks, repeat DMCA infringement, Terms of Service violations);
- Voluntary account deletion;
- Suspension pending investigation, if the investigation ultimately confirms a violation.
7. Chargebacks
Filing a chargeback or payment dispute for any reason other than verified unauthorized use of your payment method results in immediate and permanent account termination, forfeiture of all unlocked content, and a permanent ban on the email and payment-method fingerprint used at signup. See Terms of Service Section 5.
If you have a billing problem, contact support@mnem.live before disputing the charge with your bank. Most billing issues are resolved within 24 hours.
8. How to request a refund
Eligible refund requests should be sent to support@mnem.live from the email address associated with your Mnem account. Include:
- The order or payment ID (visible in your receipt email or on the Account → Billing page);
- A brief description of the issue;
- Whether you have accessed any content from the purchase in question.
Refund decisions are communicated within 5 business days. Approved refunds are issued to the original payment method and typically settle within 5–10 business days, depending on your bank.
9. Contact
Refund requests: support@mnem.live
Disputes about a refund decision: disputes@mnem.live