Withdrawal Instruction and Refund Policy — momemo

Last updated: 17 June 2026

The German version is legally authoritative; this English text is a convenience translation.

In short

• Your contracting party for the purchase is Paddle, not memo labs. Paddle handles payment, invoicing, VAT, dunning, and refunds (Merchant of Record).
• As a consumer in the EU/EEA, you have a statutory 14-day right of withdrawal.
• Refunds are processed by Paddle under the Paddle Refund Policy and Buyer Terms. Where mandatory EU consumer law goes further than the Paddle terms or this policy, the most favourable rule for you always applies.
• You can cancel anytime yourself in the account portal my.momemo.app, effective at the end of the current billing period — via a permanently visible cancellation button ("Terminate contracts here").

1. Who is your contracting party? (Paddle as Merchant of Record)

All paid subscriptions and one-time purchases of momemo are concluded with our reseller Paddle.com Market Ltd ("Paddle"). Paddle is the Merchant of Record (MoR) and therefore your legal contracting party for the purchase: Paddle charges the payment, issues the invoice, collects and remits VAT (incl. EU OSS), handles dunning, and processes refunds and chargebacks.

memo labs UG (haftungsbeschränkt) is the supplier and licenses the use of momemo to you. Use of the service is governed by our Terms of Service; the purchase/payment is processed via Paddle.

The Paddle Checkout Buyer Terms and the Paddle Refund Policy additionally apply to the purchase (paddle.com/legal/buyer-terms, paddle.com/legal/refund-policy). This policy and the Paddle terms cannot restrict your mandatory statutory consumer rights: where mandatory EU consumer law is more favourable to you than the Paddle Buyer Terms, the Paddle Refund Policy, or this policy, the more favourable statutory rule always applies ("highest level of rights applies"). This clause reflects the relationship between the contractual terms (Paddle terms / this refund policy) and mandatory EU consumer law — it does not grant memo labs any authority to shape statutory consumer rights that legally rest with Paddle as the seller.

momemo is sold exclusively via the website (momemo.app or the account portal my.momemo.app). There are no in-app purchases.

2. Statutory right of withdrawal (14 days)

As a consumer resident in the EU/EEA, you generally have the right to withdraw from the contract within fourteen days without giving any reason (Sections 355, 356 German Civil Code / BGB). Paddle exercises this right for you as Merchant of Record.

Start of the period:

• One-time purchase (e.g. Lifetime Offline): 14 days from the date of conclusion of the contract (purchase date).
• Subscription (Pro / Max): 14 days from the first paid transaction. Subsequent renewals do not create a new right of withdrawal.
• Subscription following a free trial: The momemo Pro trial runs for 14 days without payment details and is not the conclusion of a contract for a paid service (one trial per account). Only when you actively conclude a paid subscription after the trial (or it converts into one) does the statutory 14-day withdrawal period begin, with the first paid transaction.

3. Early expiry of the right of withdrawal for digital content/services

momemo is digital content or a digital service that is provided immediately after purchase. The law allows the right of withdrawal to expire before the 14 days end in two cases — both require your express consent before performance begins:

• Subscriptions (Pro / Max) — digital service (Section 356(4) BGB): Expires only upon full performance, after express consent and confirmation of your awareness of the loss of the right. For an ongoing subscription, performance is rarely "fully rendered" in practice. If, as a consumer, you expressly request that the service begin during the withdrawal period and you actually use the paid service, then upon withdrawal you owe pro-rata value compensation for the service already provided up to the point of withdrawal (Section 357(8) BGB; see Section 6).
• Lifetime Offline — digital content (Section 356(5) BGB): Expires already at the start of performance if you (a) have expressly consented that performance begins before the withdrawal period ends, (b) have confirmed your awareness that you thereby lose your right of withdrawal, and (c) have received confirmation on a durable medium (Section 312f BGB; email suffices).

In Paddle's practice this means: the 14-day right of withdrawal for one-time purchases and the first subscription payment expires as soon as you have downloaded, used, or benefited from the digital content and agreed to immediate provision at purchase.

4. How refunds actually work (Paddle mechanism)

• EU/EEA/UK/Switzerland: Paddle grants the statutory 14-day right of withdrawal for one-time purchases and the first subscription payment — but no longer, once you have used/downloaded/benefited from the digital content and agreed to immediate provision.
• Outside statutory rights: Paddle's principle is that transactions are non-refundable. Goodwill refunds within 14 days are at Paddle's sole discretion and are reviewed case by case.
• No pro-rata refund of already paid but unused subscription periods after cancellation.
• Payout: via the original payment method, usually within 14 days of approval.
• Chargebacks: are directed against Paddle (not against memo labs); Paddle handles them.

memo labs does not pay out refunds itself. If we agree on a refund with you, we initiate it with Paddle, which then makes the payout.

5. How to exercise your right of withdrawal or refund

• Cancellation/management: in the account portal my.momemo.app — you can cancel your subscription anytime, effective at the end of the current billing period. A permanently visible cancellation button ("Terminate contracts here") is provided for this purpose.
• Withdrawal/refund via Paddle: via the "View receipt" / "Manage subscription" links in Paddle's confirmation email, or via Paddle buyer support (paddle.net). You may also use the model withdrawal form in Section 6.
• Technical/after-sales support: support@momemo.app.

6. Model withdrawal instruction and model withdrawal form

Right of withdrawal

You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the day of conclusion of the contract.

To exercise your right of withdrawal, you must inform us — Paddle.com Market Ltd as seller/Merchant of Record, Judd House, 18-29 Mora Street, London EC1V 8BT, United Kingdom, email help@paddle.com, buyer support: paddle.net; for information: memo labs UG (haftungsbeschränkt), Kolonnenstraße 8, 10827 Berlin, phone +49 30 4243 4444, email impressum@momemo.app — by means of a clear statement (e.g. a letter sent by post or an email) of your decision to withdraw from this contract. You may use the attached model withdrawal form for this purpose, although it is not mandatory.

To meet the withdrawal deadline, it is sufficient that you send your communication concerning the exercise of the right of withdrawal before the withdrawal period has expired.

Consequences of withdrawal

If you withdraw from this contract, we will reimburse all payments received from you without undue delay and no later than fourteen days from the day on which we receive notification of your withdrawal from this contract. For this reimbursement, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no event will you be charged any fees as a result of this reimbursement.

Value compensation for a service begun early: If you requested that the service should begin during the withdrawal period, you must pay us a reasonable amount corresponding to the proportion of the services already provided up to the point at which you notify us of the exercise of the right of withdrawal in respect of this contract, compared with the total scope of the services provided for in the contract (Section 357(8) BGB).

Model withdrawal form

(If you wish to withdraw from the contract, please complete and return this form.)

• To: Paddle.com Market Ltd, Judd House, 18-29 Mora Street, London EC1V 8BT, United Kingdom, email help@paddle.com (buyer support: paddle.net); for information memo labs UG (haftungsbeschränkt), Kolonnenstraße 8, 10827 Berlin, email impressum@momemo.app:
• I/we () hereby withdraw from the contract concluded by me/us () for the purchase of the following service / digital content: ______
• Ordered on () / received on (): ______
• Name of consumer(s): ______
• Address of consumer(s): ______
• Date: ______
• Signature of consumer(s) (only if this form is notified on paper): ______

(*) Delete as appropriate.

7. What happens to your data after the contract ends

After a subscription or trial ends, we grant a 30-day read-only grace period for your online-stored content; afterwards the online copy is deleted. For Lifetime Offline this 30-day period does not apply; instead a different 90-day rolling sync bridge applies — the exact conditions are governed by the Terms of Service and Privacy Policy. Local device data always remains in all cases. Full account deletion is available via my.momemo.app/account/delete; details are governed by our Privacy Policy.

The Terms of Service and the Privacy Policy apply in addition.

8. Consumer dispute resolution

memo labs UG (haftungsbeschränkt) is neither willing nor obliged to participate in dispute resolution proceedings before a consumer arbitration board (Section 36 VSBG).

A link to the EU Online Dispute Resolution (ODR) platform is omitted, as the platform was discontinued on 20 July 2025.