Refunds and billing disputes

Billing disputes, refund requests, and unexpected charges are handled by our support team — Penny doesn't have access to your billing record, so she'll hand these off automatically.

How to request a refund

The fastest path:

1. Visit the Contact page at mymemorybank.app/contact.
2. In the message, include:
   • The email address on your MemoryBank account.
   • The approximate date of the charge.
   • What you'd like refunded (a specific charge, or a full refund for the period).
   • A one-line reason — this helps us spot patterns we should fix.
3. We respond within one business day.

Our refund policy in a sentence

If you weren't able to use the product because of a bug on our side, you should not be paying for it — refunds for those cases are usually quick. For change-of-mind cancellations, we don't auto- refund the current period but you can cancel anytime to stop future charges.

I see a charge I don't recognize

A charge from "Memory Bank" or "MemoryBank" on your card statement is from us. If you didn't authorize it, possibilities:

• A free trial converted to paid — check /dashboard/billing for your current plan and billing date.
• A family member upgraded a shared payment method.
• Genuinely unauthorized — start by changing your MemoryBank password from /dashboard/settings, then contact support immediately. We'll review activity on the account.

Why Penny can't refund directly

Penny is read-only — she can't change billing state, refund charges, or cancel subscriptions. She'll hand these off to a human support team member who can. This is intentional: financial actions should be reviewed by a person, not by a chat bot.

Disputing through your bank

If you've already disputed the charge with your bank or card issuer (a "chargeback"), let us know. We can usually resolve the dispute faster directly than the bank can — and a chargeback typically freezes the account until the dispute closes.