Refund
Policy
Unconditional satisfaction guarantee
Refund processed within 5 to 10 business days
One email is enough no physical return required
1. 30-day commercial guarantee
KeepMemoriz FZ-LLC offers a 30-day satisfaction or refund guarantee on all of its digital products and services, applicable to all customers worldwide.
This commercial guarantee applies unconditionally and without mandatory justification. It goes beyond the minimum legal obligations imposed by the Federal Law No. 15/2020 on Consumer Protection (UAE) and the legal withdrawal rights applicable in various countries.
2. Cases entitling a refund
| Situation | Right to refund | Deadline | |
|---|---|---|---|
| General dissatisfaction (no justification required) | ✓ 30-day guarantee | Within 30 days of order | |
| Service not matching the site description | ✓ Mandatory (Art. 13, Consumer Protection UAE) | No reasonable time limit | |
| Technical defect identified and not corrected | ✓ Mandatory (Art. 13, Consumer Protection UAE) | Within a reasonable period after identification | |
| Double billing / payment error | ✓ Immediate | Upon identification | |
| Order not delivered (confirmation email not received) | ✓ Yes, upon verification | If not resolved within 24h | |
| Legal right of withdrawal (EU customers) | 14 days | ✓ Mandatory legal right | 14 days after order |
| Personalization error attributable to us | ✓ Correction or refund at the customer's choice | Upon report |
3. Legal right of withdrawal (EU resident customers)
For customers residing in the European Union, the 14-day legal right of withdrawal applies in accordance with Directive 2011/83/EU, transposed notably into French Consumer Law (Articles L.221-18 et seq.).
Important exception: Digital content
In accordance with Article L.221-28 of the French Consumer Code and Article 16(m) of Directive 2011/83/EU, the legal right of withdrawal may be waived for digital content whose performance has commenced before the expiration of the withdrawal period, if:
- The Customer expressly consented at the start of performance before the expiration of the withdrawal period
- The Customer acknowledged the loss of their right of withdrawal accordingly
This waiver is requested at the time of payment via a checkbox to be ticked.
Withdrawal form (EU customers)
To exercise your legal right of withdrawal (within the 14-day period and outside exceptional cases), you may contact us by email at contact@keepmemoriz.com indicating:
- Your full name
- Your order confirmation email address
- The order number
- The order date
- The subject: "Exercise of the right of withdrawal"
4. Refund procedure
The procedure is simple and entirely paperless:
Send an email to contact@keepmemoriz.com with your order number (format KM-XXXXXXXX, available in your confirmation email). Indicate the reason for your request (optional but appreciated).
Our team will acknowledge receipt of your request and confirm your eligibility for a refund. For any technical defect, we may offer a correction before the refund if you wish.
The refund is made via the same payment method as the original order. The processing time depends on your bank or payment provider.
| Original payment method | Estimated refund time |
|---|---|
| Credit card (Visa, Mastercard, Amex) | 5 to 10 business days |
| PayPal | 3 to 5 business days |
| Apple Pay / Google Pay | 5 to 10 business days (depending on issuing bank) |
5. Defects of conformity and legal guarantee
Independently of the 30-day commercial guarantee, KeepMemoriz is bound by the legal obligations of conformity imposed by Federal Law No. 15/2020 and applicable local regulations.
In case of an identified defect
If the service provided does not match the published description (non-functional QR code, inaccessible gallery, incorrect personalization), KeepMemoriz undertakes to:
- Correct the defect free of charge within 48 business hours of the report
- If correction is impossible: replace the service or issue a full refund
- In accordance with Article 13 of the Federal Law No. 15/2020, provide free substitute access for the duration of the correction if it exceeds 7 days
For customers residing in the EU
The legal guarantee of conformity provided by Directive 2019/770/EU (transposed in France by Ordinance No. 2021-1247) applies to digital content. It covers defects of conformity existing at the time of service delivery.
6. Cases where the refund does not apply
KeepMemoriz reserves the right to refuse a refund request only in the following cases:
- The request is made more than 30 days after the order date, with no identified defect of conformity
- The Customer used the service abusively solely to avoid payment (complete use followed by a refund request with no valid reason)
- The request concerns damage resulting from misuse of the service by the Customer (sharing the link with unauthorized persons, etc.)
- The Customer provided false information at the time of ordering
7. Disputes and remedies
In case of disagreement regarding a refund decision, you may:
- Escalate your request to our customer service manager at: contact@keepmemoriz.com
- Contact the consumer protection authorities in your country of residence
- For UAE customers: report a dispute to the Ministry of Economy UAE (Consumer Protection Department)
- For EU customers: use the ODR platform: ec.europa.eu/consumers/odr
- Refer the matter to the competent courts of your country of residence if local mandatory provisions so authorize
Refund within 5–10 days
Cabinet Decision No. 66/2023
Directive 2011/83/EU (EU customers)