Refund Policy

PAYG purchases are for a single Information Memorandum export. Because the service is delivered digitally and is consumed at the point of download, we generally do not offer refunds once a document has been successfully exported and downloaded.

Refunds will be issued in the following circumstances:

• The platform experienced a technical error that prevented successful document generation or download and we are unable to resolve it within 48 hours.
• You were charged twice for the same document due to a billing error.
• The document generated was blank or corrupted due to a platform fault (not due to insufficient content entered by the user).

To request a refund for a PAYG purchase, contact us within 7 days of the transaction at support@memorandummaker.com.au with your account email and a description of the issue.

Subscription fees are billed monthly in advance. You may cancel your subscription at any time; cancellation takes effect at the end of the current billing period and you retain access until that date.

We do not provide prorated refunds for subscription cancellations mid-billing period.

Refunds for subscriptions will be issued in the following circumstances:

• You were charged after cancelling your subscription due to a billing system error.
• You were charged for an additional broker seat that was never activated.
• The platform was unavailable for more than 72 consecutive hours within a billing period due to a fault on our side (we may issue a prorated credit in this case).
• A duplicate charge occurred due to a Stripe billing error.

We may, at our discretion, offer a refund or credit in other circumstances where we consider it fair and reasonable to do so.

To request a refund, please email us at support@memorandummaker.com.au with the following information:

• Your account email address.
• The date of the transaction.
• The amount charged.
• A description of the issue or reason for the refund request.

We will acknowledge your request within 2 business days and aim to resolve it within 5 business days. Approved refunds are returned to the original payment method and typically appear within 5–10 business days depending on your card issuer.