Refund & Cancellation Policy

Last updated June 3, 2026

This policy explains how payments, cancellations, and refunds work for Memento (the "Service"), operated by Kri Labs. It supplements our Terms of Service.

1. What you're paying for

Memento charges a one-time fee per event to upgrade a gallery to a paid plan (Starter, Standard, or Premium). There is no subscription and no recurring billing — each purchase applies to a single event and unlocks higher upload limits, longer retention, video, HD downloads, and other plan features immediately. Payments are processed by our payment provider, Razorpay. Prices are shown in your local currency where available and otherwise in USD; your bank may apply an FX fee on cross-border charges, and applicable taxes are added at checkout where required.

2. Cancellation

Because plans are one-time purchases rather than subscriptions, there is nothing recurring to cancel. You can stop using the Service at any time, and you can delete an event or your host account from Settings. Deleting an event after upgrading does not by itself create a refund — see the eligibility rules below.

3. Refund eligibility (plan upgrades)

A paid upgrade unlocks higher limits and retention the moment it completes, so refunds are tied to whether those benefits have been used:

• Eligible for a full refund — if you request it within 7 days of purchase and no guest has uploaded any photo or video under the upgraded plan.
• Non-refundable — once any guest has uploaded under the upgraded plan, because the plan's storage, processing, and retention benefits have already been consumed.

Upgrades between paid tiers are credited for what you previously paid; the same 7-day, no-uploads-since window applies to the incremental amount.

4. Archive restore purchases

A one-time archive restore fee pays to retrieve an expired event's photos from cold storage. Because retrieval costs are incurred the moment the restore begins, restore purchases are non-refundable once the restore has been initiated. If a restore fails for technical reasons on our side, contact us and we will re-run it at no extra charge or refund the fee.

5. How to request a refund

Email support@kri-labs.com from the address on your host account, with the event name and the approximate date of purchase. We respond within 5 business days. Approved refunds are issued to your original payment method via Razorpay and typically appear within 5–7 business days, depending on your bank or card issuer.

6. Chargebacks

Please contact us before filing a chargeback — most issues are resolved quickly by email. Chargebacks opened without first contacting us may result in suspension of the affected event or account while the dispute is reviewed.

7. Contact

Questions about a payment or refund: support@kri-labs.com. See our Contact page for more ways to reach us.