Need Refund ASAP

Welcome to the Forum! General Discussion
14

Im at same situation, havenā€™t been charged yet but Iā€™m worried I will be in the future. Please confirm.

15

Iā€™m thinking tagging @MemriseSupport might be needed.

16

Hi @granberrybg84,

According to our records, your order was received by Google, but you werenā€™t charged as the subscription had been cancelled before it could renew.

If you were charged, the amount should be reversed soon.

I hope this helps.

Thanks for trying Memrise Pro and happy learning with the free plan. :slightly_smiling_face:

Best wishes,

Memrise Team

17

@MemriseSupport
On a related note:

I just started Memrise, and currently have no plans of cancelling, but I would like to turn off auto-renewal. It seems like thereā€™s no way of doing that. Itā€™s either just cancel your pro membership now and get nothing for the rest of the subscribed period I already paid for, or remember to cancel next year. It doesnā€™t seem like this feature would be that hard to program since youā€™d just have to throw a check box and an attribute attached to every account to be check before renewal.

Thereā€™s also no payment information shown anywhere on my account, which would have been a valid workaround. If you donā€™t have my payment information, you canā€™t charge me again. So Iā€™m guessing memrise just stores my payment information and give me no ability remove it from your database? That seems strange, and a little shady.

18

Iā€™m having the same problem @MemriseSupportā€¦ I cancelled my subscription and thought I could get a refund but itā€™s saying Iā€™m not eligible for one and Iā€™ve emailed the cancel email and just got given the link to the refund page. I would really like a refund, please. I love memrise but I donā€™t use it that much at the moment.

19

Hi @MemriseSupport or @MemriseMatty , great app and was glad to have it last year, but I havenā€™t used it much recently and Iā€™m having the same issue as these folks. I thought Iā€™d made a one time payment and you caught me off-guard with the auto-billing.

More to the point, the account you drew from is now over-drafted and costing me even more fees than just the cost of the unexpected subscription!

Please provide me a refund right away, and make it easier to communicate with your staff about issues like these. I just wanted to call or email someone but I had to sign up for the forums just to send this message.

Iā€™ll keep using and recommending your app, seriously. But I canā€™t afford to be caught by surprise with my finances. Thanks in advance for your prompt response.

20

There are also the email addresses: cancel at memrise.com and android @ memrise.com. I have used the cancel-address once and they replied promptly and professionally at that time (about August 2017).

21

@MemriseSupport the money has gone out of my account and memrise has cancelled my premium without refund. If refund is in process please let me know, otherwise Iā€™ll be filing a report with PayPal.

22

Hi all, same situation
I completely forgot about my memrise pro subscription and 3 days ago it auto renewed without any warning. I would really like a refund as soon as possible. I cancelled my subscription already, can I still get a refund?

Hope to get your reply soon!!! :disappointed_relieved:
@MemriseMatty, @MemriseSupport

23

Hi @haihung,

Thanks for getting in touch.

According to our records, the amount was authorised by Google, but you werenā€™t charged as the subscription had been cancelled before it could renew.

If you were charged, the amount should be reversed soon.

I hope this helps.

Thanks for trying Memrise Pro and happy learning with the free plan.

Best wishes,
Memrise team

2 Likes
24

@MemriseSupport i need a refund, tooā€¦ i donā€™t use memrise much these days. iā€™ve sent you an email.

25

Hi @mmmm1212,

Thanks for getting in touch.

Our records show that the amount was authorised by Google, but you werenā€™t charged as the subscription had been cancelled before it could renew.

If you were charged, the amount should be reversed soon.

I hope this helps.

Best wishes,
Memrise Team

26

@MemriseMatty, @MemriseSupport

I have paid by CC for a full year in advance, and was charged. After a few months I requested not to renew. Now, you have canceled my PRO account all of a sudden, while I still have several months left. IT WAS PAID FOR.

This is seriously amateurish, whatā€™s up with you guys? You are running a business. You need to get someone who knows what theyā€™re doing.

You also seem to have canceled that page where we can see when our subscription endsā€¦

27

Please advise.

28

Hi @MemriseSupport
Similar problem. I signed up for a free trial of Memrise Pro in May 2018 but was unable to cancel it because my mobile device broke while I was abroad until June. I have contacted Google but they were unable to refund it and suggested that I contact the developer. I would like to ask if an exception can be made for the 30-day refund policy and if I can receive $59 back onto my card.

29

Hi @Alter8,

Thanks for getting in touch.

I checked our records and I can see that you signed up to our free trial, but then cancelled the subscription before your annual plan could be activated.

https://memrise.helpshift.com/a/memrise-learn-a-new-language/?p=all&s=subscriptions-and-billing&f=if-i-cancel-my-subscription-when-will-my-pro-membership-expire

Our records show that you have not been charged. If you believe youā€™ve been charged, please contact us at https://memrise.helpshift.com/a/memrise-learn-a-new-language/?contact=1 and provide us with the following details so that we can investigate this further:

For Web payments (Credit/Debit card):

  • last four digits of your card
  • expiration date
  • cardholderā€™s name

I hope this helps.

Best wishes,
Memrise Team

Any doubts or questions?

Help page :point_right: https://memrise.helpshift.com

Top FAQs:

ā€¢ How to request a refund
ā€¢ How to restore your Streak
ā€¢ How to report a bug

Or :email:Contact us

1 Like
30

Hi @SarahJie7964,

Unfortunately weā€™re only able to refund purchases made within 30 days. :frowning: Terms

https://memrise.helpshift.com/a/memrise-learn-a-new-language/?p=all&s=billing&f=how-do-i-request-a-refund-under-the-30-day-money-back-guarantee

To be eligible to receive a refund, you must contact us within thirty (30) days from the date you activated your subscription. If you do not contact us within a thirty (30) day period, you will unfortunately not be eligible for a refund.

We do apologise for any inconvenience.

Best wishes,
Memrise Team

1 Like
31

Why do you use these weasel words? There is no law or external circumstance that prevents Memrise from issuing a refund to a customer after 30 days.

The truth is that you arenā€™t unfortunately unable to refund purchases made after 30 days, but rather that Memrise chooses not to do so, as a matter of company policy.

Why donā€™t you just tell the customer the truth, that although there is no reason why they canā€™t receive at least a pro-rata refund, Memrise just doesnā€™t want to give them their money back.

@SarahJie7964 If you are in the UK, I think you may be entitled to a refund under the Consumer Rights Act, as it pertains to defective digital downloads. I think that the Memrise Pro product/service has many defects that have been well documented in the forums. So I think your claim of a refund for a defective downloaded product/service is reasonable. You can read more about those consumer rights in this article:

If you paid by credit card, you might also be able to demand a chargeback, if you believe that the Memrise product/service you purchased is defective, and they have been either unwilling or unable to correct the defects to your satisfaction.

2 Likes
32

Hi @MemriseSupport .

Iā€™m in the same boat. I see a charge for premium membership which I wasnā€™t aware of that got renewed. My username is jinchoi34. Can you please refund this money back to my account? I have since canceled the membership but I want this to be canceled effective immediately w/ the return of my money.

Thank you,
Jin

33

Hi @jinchoi34,

Thank you for trying out Memrise Pro. Have you already tried requesting a refund by visiting https://memrise.com/premium/refunds on a computer? :slight_smile: Please make sure you are logged in with the correct Memrise username. If you have any issues, please let us know.

Refunds may take 5-10 days to appear in your account. Please contact your payments provider for further information.

Refunds are only available within 30 days from the date of purchase or renewal. No refunds will be issued for monthly plans. Please also note that if you signed up via Apple/iTunes (iOS), you will need to get in touch with Apple directly to request a refund. (Unfortunately Apple do not allow developers to access the refunds system).

Thanks again and happy learning with the free plan. :slight_smile:

Best wishes,
Memrise Team

Any other doubts or questions?

Help page :point_right: https://memrise.helpshift.com

Top FAQs:

ā€¢ How to request a refund
ā€¢ How to restore your Streak
ā€¢ How to report a bug

Or :email:ļøContact us

1 Like