Cancel anytime: your access runs to the end of the period you paid for. There are no pro-rata or credit refunds. Billing errors are corrected within 7 business days.
What is not refunded
There are no refunds for:
- change of mind;
- unused time in a period;
- a mid-cycle downgrade or cancellation (access runs to the period end);
- unused or consumed credits;
- model calls that reached the provider.
Billing errors we correct
- Duplicate — the same organisation charged twice for the same plan, period or order.
- Not delivered — a payment was captured and nothing was provisioned.
- Charged after cancel — a charge made after a cancellation or a replaced subscription.
- Overcharge — above the quote or invoice (price, currency, tax): the difference only is refunded.
- Fraud or legal — a confirmed unauthorised payment, a regulator or court order, or a lost dispute.
Anything else is refused.
Credit packs
Refunded credit packs remove their unused credits; credits already used are not refunded.
Included credits
Included credits reset monthly; unused included credits don't carry over. Purchased credits don't expire.
Plan payments
A refunded plan payment ends the plan immediately unless another payment covers the period; your data is kept.
Credits reserved for a model call
Credits reserved for a model call are consumed if the call reaches the model provider, including when the result is not delivered because of a timeout or interruption. Charges never exceed the amount reserved for that call.
How a refund reaches you
A refund is returned to the original payment method in 5–7 business days, and a credit note is issued against the original invoice. Questions: privacy@nuroen.ai.