RemembrallRemembrallBeta
Draft

This page is a draft for legal review. A lawyer has not reviewed it yet, and its wording will change. Passages in dashed boxes are placeholders for text still to be written or approved.

Legal

Right of withdrawal, cancellation and refunds

Last updated:

This page explains your right to withdraw from a Remembrall subscription, how to do it, how refunds work, and how withdrawing differs from cancelling.

As a consumer you have the right to withdraw from your contract with us within 14 days, without giving a reason. This page explains how that works for Remembrall’s Pro and Ultra plans, including the Pro free trial.

[To be drafted/approved by counsel: Which customers the right applies to (all customers, or only those in the EU/EEA and the UK), and approval of this page as the withdrawal information required before purchase.]

2.When the 14 days start

The 14 days start on the day the contract is made:

  • If you start the Pro free trial, the contract is made when the trial starts, so the 14 days run from the first day of the trial.
  • If you buy Pro or Ultra without a trial, the contract is made when you complete checkout.

It is enough that you send your withdrawal before the 14 days are up.

[To be drafted/approved by counsel: Whether a new withdrawal period starts when a trial turns into a paid subscription, when you upgrade from Pro to Ultra, or when you subscribe again after cancelling; confirmation that monthly renewals do not start a new period; and how the last day is counted. Note: the Pro trial (14 days) and the withdrawal period (14 days) run from the same day, so on this wording the withdrawal period of a trial start ends as the first payment is taken.]

3.What withdrawing costs

During the Pro free trial

Withdrawing during the trial costs nothing. You have not been charged, and you will not be.

After a paid start

When you buy a plan without a trial, you ask us at checkout to start the service straight away, during the withdrawal period, so that you can use it immediately. If you then withdraw, you pay only for the days you used, and we refund the rest, pro rata.

[To be drafted/approved by counsel: Approval of the checkout wording by which you ask for an immediate start, and how that request is recorded with your order.]

4.How the refund is calculated

The refund covers the days of the paid period you have not used:

refund = price paid for the period × (unused days ÷ days in the period)

An example, with made-up numbers that are not our prices:

  • You pay 30.00 for a monthly period of 30 days.
  • You withdraw after using the service for 10 days.
  • 20 days are unused, so the refund is 30.00 × 20 ÷ 30 = 20.00.
  • You pay 10.00 for the 10 days you used.
[To be drafted/approved by counsel: The exact calculation method: calendar days or 24-hour periods, whether the day you withdraw counts as used, how months of different lengths are handled, how amounts are rounded, and how a mid-period upgrade charge is treated.]

5.How to withdraw

Use any one of these three ways:

  1. In the app: use the “Withdraw from contract here” function (https://remembrall.co/billing/withdraw) and follow the steps.
  2. By email: write to [SUPPORT EMAIL] saying that you withdraw from your contract. Include the email address of your Remembrall account.
  3. With the model form: fill in the model withdrawal form below and send it to us by email or by post to [STREET ADDRESS], [POSTCODE] [CITY], Sweden.

You don’t have to use the model form. Any clear statement that you want to withdraw is enough.

[To be drafted/approved by counsel: What confirmation we send when we receive a withdrawal, on what durable medium, and how quickly.]

6.Your refund

  • We refund you within 14 days of receiving your withdrawal.
  • The refund goes back to the payment method you used for the original payment.
  • The refund is processed through Link, which is the merchant of record for your purchase.
[To be drafted/approved by counsel: What happens to the account after a withdrawal (when paid access ends, whether the account moves to the Free plan, and what happens to content above the Free plan’s limits).]

7.Model withdrawal form

You can use this form, but you don’t have to. Print it, or copy the text into an email.

Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract)

  • — To [COMPANY NAME] AB, [STREET ADDRESS], [POSTCODE] [CITY], Sweden, [SUPPORT EMAIL]:
  • — I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
  • — Ordered on (*)/received on (*),
  • — Name of consumer(s),
  • — Address of consumer(s),
  • — Signature of consumer(s) (only if this form is notified on paper),
  • — Date

(*) Delete as appropriate.

[To be drafted/approved by counsel: Check the form against the current statutory text (Directive 2011/83/EU, Annex I(B), as amended by Directive (EU) 2019/2161, and the Swedish standard form under the Distance Contracts Act), including whether to keep the “contract of sale of the following goods” alternative; and add the Swedish-language version.]

8.Cancelling a subscription

Cancelling is different from withdrawing. You can cancel at any time, in the app under Settings → Billing or from your Link account.

  • Cancelling stops future renewals.
  • It takes effect at the end of the period you have already paid for, and you keep access until then.
  • If you are within the 14-day withdrawal period and want money back for the days you haven’t used, withdraw instead: cancelling only stops future renewals.

Deleting your account is not a withdrawal either. It stops your subscription renewing and deletes your app data, and unused paid time is not refunded. See Your content when the contract ends in our Terms.

9.Minors, parents and guardians

Paid plans require you to be 18 or older, or to have permission from a parent or guardian.

A parent or guardian who wants to withdraw from or cancel a plan bought by a minor can contact us at [SUPPORT EMAIL].

[To be drafted/approved by counsel: How a parent or guardian can withdraw or cancel on a minor’s behalf, what we need to verify, and whether a purchase made without permission is refunded in full (including outside the withdrawal period).]

10.Refunds outside the withdrawal right

  • If the service is faulty, you keep your statutory rights as a consumer; see If the service is faulty in our Terms.
  • Link, as merchant of record, can also issue refunds.
[To be drafted/approved by counsel: Owner policy: whether we give refunds outside the withdrawal right (for example for a forgotten renewal or a duplicate charge), who decides, and how to ask for one.]