refund policy

MementoBook is a product of Entrinsia Inc. ("Entrinsia," "we," "us," or "our"). This policy describes how refunds work for MementoBook Pro event credits purchased directly through our web portal, where checkout is processed by our payment provider, Paddle.com Market Ltd and its applicable regional affiliates ("Paddle"). Paddle acts as the authorized reseller of MementoBook Pro and handles the transaction on our behalf.

1. 14-day refund window

You may request a full refund of your MementoBook Pro event credit within 14 days of your purchase date. No reason is required.

How to request: Email us at support@entrinsia.com with your purchase email and event name. Refunds are issued to your original payment method through Paddle.

2. event credit validity

Event credits — both consumer and Pro — are valid for 1 year from the date of purchase and expire automatically after that period. This validity period is separate from, and does not extend, the 14-day refund window above.

3. scope: consumer credits vs. pro credits

This refund policy applies only to MementoBook Pro event credits purchased directly through our web portal and processed by Paddle.

Credits purchased through the mobile app (Apple's App Store or Google Play) are consumer event credits, billed by Apple or Google, and must be refunded directly through Apple or Google according to their own policies — Entrinsia and Paddle are unable to process those refunds. Consumer credits only unlock the features available in the MementoBook app; they are not usable in the Pro portal and do not include Pro-level features. Pro credits, purchased through the Pro portal, are fully available in both the app and the Pro portal with all Pro features included.

4. questions or disputes

If you have any questions about a charge or this policy, please contact us at support@entrinsia.com before contacting your bank or card issuer — we're happy to help resolve it quickly. Your purchase is also governed by Paddle's Buyer Terms, provided to you at checkout.