Last updated: May 2026
Email hello@membrs.ai or use the in-app chat (sidebar → Support). Include a screenshot and the workspace name when reporting a bug.
We aim to acknowledge support requests within one UK business day, and resolve non-urgent issues within three business days. Outages and data-loss reports are triaged first.
We target 99.5% monthly uptime on the API and Quick Matches discovery. Planned maintenance is announced in advance via the in-app banner and email; planned windows do not count against availability.
If an unplanned incident causes >1 hour of downtime in a calendar month and you are on a paid plan, you can request a pro-rata credit toward the following month's invoice.
Trial period. Every paid plan includes a 14-day full-refund window from the date of first payment. Email us within 14 days and we'll refund in full, no questions asked.
After 14 days. We don't refund partial months. You can cancel any time; cancellation takes effect at the end of the current billing period and you keep access until then.
Annual plans. Annual plans are eligible for a pro-rated refund of unused months if you cancel after the 14-day window, minus a 10% admin fee. Email us to request.
You can export your full workspace data (pipeline, drafts, eligibility reports, notes) from Settings → My Account → Export Account Data at any time. Account deletion is available from the same panel.
The AI provides recommendations and drafts. We don't guarantee specific eligibility verdicts, draft quality, or grant award outcomes. Always review AI-generated content before submission. Funder decisions are outside our control.
Membrs is operated by Membrs Ltd, a company registered in England & Wales, company number 17352750. Support: hello@membrs.ai.