Return and Refund Policy

Last Updated: July 18, 2026

This Return and Refund Policy (hereinafter referred to as the "Policy") sets forth the terms and conditions governing (i) the return and refund of Mori Journaling AI products (hereinafter referred to as the "Product" or "Products") purchased from the official online store located at mori.to (hereinafter referred to as the "Store"), and (ii) the cancellation and refund of digital services, including subscription plans (hereinafter referred to as a "Subscription" or "Subscriptions"), purchased through the Store, the Mori companion application (the "App"), or a third-party app store. The Store and the App are operated by franky, Inc. (hereinafter referred to as the "Company"). By purchasing a Product or Subscription, the purchaser or subscriber (hereinafter referred to as the "Purchaser") acknowledges and agrees to be bound by the terms and conditions set forth herein.

1. Returns

1-1. 14-Day Return Window

The Purchaser shall be entitled to return any Product within a period of fourteen (14) calendar days from the date of receipt thereof, subject to the conditions set forth in this Section 1.

1-2. Return Conditions

In order to be eligible for a change-of-mind return, the following conditions must be satisfied:

(a) The Product must be completely unopened, with the original packaging's shrink wrap or sealing tape intact and undamaged;

(b) All original packaging, accessories (including, without limitation, the Magnetic Clip, Necklace, and Guide Kit), and accompanying documentation must be included with the returned Product;

(c) The Product serial number must remain intact and legible;

(d) The exterior of the original packaging must be free from material damage, soiling, or alteration.

Defective Products on arrival and incorrect item shipments shall be subject to Section 1-3 regardless of whether the Product has been opened.

1-3. Return Conditions by Scenario

1-4. Items Not Eligible for Return

Notwithstanding any other provision of this Policy, the following Products shall not be eligible for return:

(a) Products for which the applicable return period set forth in Sections 1-1 or 1-3 has expired;

(b) Change-of-mind returns of Products that have been opened (where the shrink wrap or sealing tape has been damaged);

(c) Products that have been intentionally damaged, disassembled, or modified by the Purchaser or any third party;

(d) Products bearing missing, altered, or illegible serial numbers;

(e) Products not purchased directly from the Store at mori.to.

1-5. Packaging Damage Deductions

In the event that a returned Product is found, upon inspection by the Company, to have materially damaged or missing original packaging or accessories, the Company reserves the right to deduct a reasonable amount from the refund in light of the Product's resale value. The Company shall notify the Purchaser of any such deductions prior to processing the refund.

2. Return Procedure

To initiate a return, the Purchaser shall comply with the following procedure:

(a) Contact the Company: The Purchaser shall send a written request via electronic mail to support@mori.to, including the following information:

• The applicable order number;
• The electronic mail address used for the original purchase;
• The reason for the return;
• Photographs of the Product and packaging, where applicable;

(b) Receipt of Return Instructions: The Company shall respond within two (2) business days with return shipping instructions;

(c) Shipment of the Product: The Purchaser shall securely package the Product in its original packaging and ship the Product in accordance with the instructions provided by the Company;

(d) Inspection and Refund: Upon receipt and inspection of the returned Product by the Company, the refund shall be processed in accordance with the provisions of Section 3 herein.

3. Refunds

3-1. Refund Method

All refunds shall be issued to the original payment method used by the Purchaser for the purchase of the Product. No alternative refund methods shall be available.

3-2. Refund Processing Time

(a) Refunds shall be processed within five (5) to ten (10) business days following receipt and inspection of the returned Product by the Company;

(b) Depending on the Purchaser's payment provider, an additional five (5) to ten (10) business days may be required for the refund to be reflected on the Purchaser's account statement.

3-3. Partial Refunds

A partial refund may be issued at the Company's sole discretion in the following circumstances:

(a) The original packaging shows material damage or soiling;

(b) Any accessory included with the original packaging (including, without limitation, the Magnetic Clip, Necklace, Guide Kit, or accompanying documentation) is missing from the returned shipment.

4. Exchanges

4-1. Defective Products

In the event that a Product is found to be defective upon arrival, the Purchaser shall be entitled, within thirty (30) days of receipt, to elect either (i) a replacement of the Defective Product, or (ii) a full refund of the purchase price. To initiate an exchange, the Purchaser shall contact the Company at support@mori.to.

4-2. Non-Defective Exchanges

In the event that the Purchaser receives an incorrect item (e.g., due to a shipping error by the Company), the Purchaser shall contact the Company at support@mori.to. The Company shall arrange for the shipment of the correct Product at no additional cost to the Purchaser.

5. Defective Products and Warranty

Products received with defects within the thirty (30) day period set forth in Section 4-1 are eligible for return or exchange under the provisions of this Policy. For defects that arise after the expiration of such period but within the applicable warranty period, the Purchaser is directed to the Company's Product Warranty Policy. Warranty claims shall be administered separately from the return and refund procedures described herein.

To file a warranty claim, the Purchaser shall contact the Company at support@mori.to, providing the Product serial number and a detailed description of the alleged defect.

6. Subscription Services

6-1. Auto-Renewal and Cancellation

(a) Monthly and annual Subscriptions automatically renew for successive billing periods at the price disclosed at purchase, unless canceled before the next renewal date;

(b) A Purchaser must cancel through the payment provider used to purchase the Subscription. Cancellation is effective at the end of the then-current billing period, and access to the applicable paid features will ordinarily continue until that time;

(c) Canceling a Subscription stops future renewals only. Deleting the App, deleting an account, failing to use the Subscription, or returning a Product does not by itself cancel the Subscription; and

(d) Returning a Product does not cancel a Subscription, and canceling or refunding a Subscription does not constitute a Product return. Each applicable procedure must be completed separately.

6-2. General Refund Rule

Except as expressly provided in Section 6-3 or required by Applicable Laws, Subscription fees are non-refundable. The Company does not provide refunds, credits, or prorated adjustments for unused time, unused service allowances, a downgrade during a billing period, or a Purchaser's failure to use the Subscription.

6-3. Exceptions Subject to Review

The Company may approve a full or partial refund in the following circumstances:

(a) Accidental Purchase or Unintended Renewal: The Purchaser submits a request within fourteen (14) calendar days of the applicable charge. The Company will review the request on a case-by-case basis and may consider the Purchaser's use of paid features after the charge. Submission of a request does not guarantee a refund;

(b) Duplicate Charge or Billing Error: A duplicate charge or billing error is attributable to the Company or its payment processor. The erroneous amount will be refunded after the charge is verified;

(c) Material Technical Issue: A material technical issue attributable to the Company prevented the Purchaser from accessing or using the paid features for a significant portion of the applicable billing period. The Company may issue a full or partial refund based on the duration and scope of the impact; or

(d) Applicable Laws: A refund is required by Applicable Laws. Mandatory consumer rights shall prevail over any conflicting provision of this Policy.

The Company may deny a request that it reasonably determines to be fraudulent, abusive, or unsupported by the relevant account and payment records, except where a refund is required by Applicable Laws.

6-4. Refund Requests by Purchase Provider

(a) Web or Stripe Purchases: The Purchaser shall contact support@mori.to and provide the email address associated with the Mori account, the charge date and amount, receipt or transaction information, and the reason for the request;

(b) Apple App Store Purchases: Cancellations and refund requests must be submitted directly to Apple through Apple's subscription management and refund request processes. Eligibility, approval, and processing time are determined by Apple. For instructions, see Apple Support; and

(c) Google Play Purchases: If the Company offers Subscriptions through Google Play, the Purchaser must submit the request through Google Play's refund process or contact support@mori.to if Google directs the Purchaser to the developer. Eligibility, approval, and processing time are subject to Google Play's terms and policies.

6-5. Refund Method and Processing Time

(a) Any refund approved and processed by the Company shall be issued to the original payment method. No alternative refund method shall be available;

(b) A refund processed by the Company will ordinarily be initiated within five (5) to ten (10) business days after approval. The Purchaser's payment provider may require additional time for the refund to appear on the applicable statement;

(c) Refunds processed by Apple, Google, or another third-party payment provider are subject to that provider's processing schedule; and

(d) An approved refund may result in the immediate termination of the corresponding Subscription entitlement, subject to the applicable payment provider's rules.

6-6. Subscriptions Bundled with Products

(a) If a Subscription or fixed-term digital entitlement is bundled with a Product, an unactivated entitlement is subject to the specific refund terms disclosed for that bundle or promotional offer at the time of purchase;

(b) Once the entitlement has been activated, the Subscription portion is subject to this Section 6; and

(c) A Product return and a Subscription cancellation or refund remain separate procedures unless the applicable offer terms expressly state otherwise.

7. Pre-Orders, Reservation Deposits, and Promotional Offers

7-1. Reservation Deposits

Where the Company offers a reservation or pre-order program under which the Purchaser pays a deposit to reserve a Product or offer (including, without limitation, the Founder reservation deposit), the following provisions shall apply, and shall prevail over the general return and refund provisions of this Policy with respect to such deposit:

(a) The deposit shall be refundable in cash to the original payment method until the applicable Product launch date (the "Launch");

(b) From and after Launch, the deposit shall not be refundable in cash, but shall remain available as a credit applicable toward the product price of the reserved offer or, where the reserved offer is no longer available, toward the Company's then-current standard pricing;

(c) Such credit applies to the product price only, and shall not be applied to shipping charges, taxes, import duties, customs fees, or additional accessories;

(d) Such credit is tied to the electronic mail address used at the time of reservation and is non-transferable, except where the Company manually approves an exception;

(e) Such credit shall remain valid until the credit expiration date specified by the Company at the time the balance payment link is first issued; provided, however, that the Purchaser's priority purchase slot may be released following the balance payment deadline;

(f) In the event that the Company discontinues the reserved Product and is unable to provide an eligible purchase to which the credit may be applied, the Company shall address such cases on an individual basis.

7-2. Promotional and Campaign Offers

Notwithstanding any other provision of this Policy, Products or offers sold under a promotion, campaign, limited-time launch price, bundle, or other special offer (including, without limitation, Founder Edition bundles and launch-price devices) may be subject to separate return, refund, and credit terms presented by the Company at the time of purchase. To the extent any such special terms conflict with this Policy, the special terms shall prevail with respect to the applicable Product or offer.

8. Limitation of Liability

To the extent permitted by applicable law, the Company's total liability arising out of or in connection with this Policy shall be limited to the purchase price paid by the Purchaser for the applicable Product or Subscription. In no event shall the Company be liable for any indirect, incidental, consequential, special, or punitive damages arising out of or related to any transaction governed by this Policy.

9. Governing Law

This Policy shall be governed by and construed in accordance with the laws of Japan, without regard to its conflict of laws principles. Any disputes arising out of or in connection with this Policy shall be subject to the exclusive jurisdiction of the Tokyo District Court.

10. Amendments

The Company reserves the right to amend or modify this Policy at any time, at its sole discretion, by posting the revised Policy on the Store. Such amendments shall become effective upon posting. The Purchaser's continued use of the Store following any such amendment shall constitute acceptance of the revised Policy.

11. Contact Information

For any inquiries regarding returns or refunds, the Purchaser may contact the Company through the following channels:

• Email: support@mori.to
• Website: mori.to

The Purchaser shall include the applicable order number in all communications to facilitate prompt resolution of inquiries.

franky, Inc.
5th Floor, 1-13-9, Tomigaya, Shibuya, Tokyo, Japan
Representative Director: Yu Akasaka