This policy forms part of our Terms of Service. Prices and credit amounts are listed on our Pricing page.
At a glance
| Purchase | Price | Cancellation | Refund |
|---|---|---|---|
| Pro subscription | US$20 per month, renews monthly | Cancel any time; Pro stays active until the end of the current period | First-time subscription: full refund on request within 7 days of purchase if fewer than 100,000 of the period's 1,000,000 included credits were used. No partial refunds otherwise. |
| Credit packs | US$10, US$25 or US$50, one-time | Nothing to cancel | Full refund on request within 14 days of purchase if none of the pack's credits were used. |
| Duplicate charges, billing errors and service failures that prevented use | Any | Not applicable | Always refunded. |
The Free plan costs nothing, so no refund applies to it.
What you buy and how it is delivered
neuen sells digital services only. Credits and Pro access are delivered to your account immediately after successful payment, and no physical goods are shipped. Pro includes 1,000,000 credits per billing period, plus 5,000 free credits per day. Credit packs provide 500,000, 1,250,000 or 2,500,000 credits, which expire 365 days after purchase.
Recurring billing for Pro
- Pro costs US$20 per month and renews automatically at the start of each monthly billing period until you cancel.
- The renewal date and amount are shown before you purchase.
- Each renewal is charged to the payment method you used to subscribe.
- We may send you a reminder email before a renewal.
- Included Pro credits reset each billing period and do not roll over.
Cancelling Pro
You can cancel Pro at any time from your account in the app, or by emailing support@neuen.ai from your registered email address.
Cancellation takes effect at the end of your current billing period. Until then, Pro stays active, you can keep using your Pro credits, and you will not be charged again. After the period ends, your account returns to the Free plan with 5,000 credits per day. Unused Pro credits expire at the end of the period; purchased credits remain until they expire.
We do not give partial refunds for the unused remainder of a billing period, except as described below.
Refunds for Pro
If this is the first Pro subscription on your account, you can request a full refund within 7 days of purchase, provided fewer than 10% of that billing period's included Pro credits (fewer than 100,000 of 1,000,000) have been used. Daily free credits do not count towards this limit. This applies to your first Pro purchase only, not to renewals or later re-subscriptions.
When a Pro refund is approved, Pro ends immediately, the remaining Pro credits for that period are removed and your account returns to the Free plan.
Renewal charges are not refundable, except in the cases listed under "Always refunded" below.
Refunds for credit packs
You can request a full refund of a credit pack within 14 days of purchase if none of that pack's credits have been used. Because daily free credits, then Pro credits, then older purchased credits are used before a newer pack, a pack stays untouched while you still have those credits available. After 14 days, or once any of a pack's credits have been used, the pack is not refundable, except in the cases below. Expired credits are not refundable.
When a credit pack refund is approved, that pack's credits are removed from your account.
Always refunded
Regardless of the time limits and usage conditions above, we will refund:
- duplicate charges for the same purchase;
- billing errors, such as being charged the wrong amount or charged after a cancellation took effect; and
- service failures that prevented use, such as a successful payment for which credits or Pro access were not delivered, or a fault on our side that stopped you using what you paid for.
Please tell us as soon as you notice the problem.
How to request a refund
Email support@neuen.ai from your registered email address and include:
- the email address of your neuen account;
- the date and amount of the charge;
- the payment processor (Airwallex or PayPal) and the transaction reference, if you have it; and
- what you are requesting and why.
We will tell you whether the refund is approved and, if it is not, explain why.
How refunds are paid
Approved refunds are paid to the original payment method. They typically appear within 5 to 10 business days after approval, depending on your bank, card issuer or PayPal. Refunds are made in US dollars, so the amount credited in another currency may differ from the original charge because of exchange rates and fees set by your bank.
Chargebacks
Please contact support@neuen.ai before filing a chargeback or payment dispute with your bank or PayPal. Most issues can be resolved faster directly, and the refunds described above do not require a dispute. If a chargeback is filed, we may suspend the account while it is being resolved. This does not affect your right to dispute a charge.
Your statutory rights
Nothing in this policy limits any rights you have under mandatory consumer protection law in the country where you live. Where that law gives you greater rights to cancel or to receive a refund, those rights apply.
Contact
AIUS Limited, Unit 2904-05, 29/F, Universal Trade Centre, 3 Arbuthnot Road, Central, Hong Kong. Email: support@neuen.ai. Phone: +852 6693 5545.