1. Who we are
neuen ("neuen", "we", "us") is operated by AIUS Limited (formerly Neural Engine Limited), a company incorporated in Hong Kong on 5 April 2024, Company No. 76403032, with its registered office at Unit 2904-05, 29/F, Universal Trade Centre, 3 Arbuthnot Road, Central, Hong Kong. You can reach us by email at support@neuen.ai or by phone at +852 6693 5545.
These Terms of Service ("Terms") apply to the website at https://neuen.ai, the chat application at neuen.ai/app and related services (together, the "Service"). They include our Acceptable Use Policy, our Refund and Cancellation Policy and the prices and rates on our Pricing page. Our Privacy Policy explains how we handle personal data.
2. Accepting these Terms
You accept these Terms when you create an account (sign-up asks you to confirm this) or otherwise use the Service. If you do not agree, do not use it.
3. Eligibility
You must be at least 18 years old and able to enter into a binding contract. You confirm that you are not prohibited from receiving the Service under applicable sanctions or export-control laws. If you use the Service for an organisation, you confirm that you are authorised to accept these Terms for it.
4. Your account
4.1 Creating and securing your account
You sign up with an email address and a password. Use an address you control and check it carefully: we do not currently verify email addresses, and your registered address is how we identify you in support requests. Keep your password confidential; you are responsible for activity under your account. Each account is for one person. If you suspect unauthorised access, email support@neuen.ai promptly.
4.2 Password resets
The app does not yet offer a self-service password reset. To reset your password, email support@neuen.ai from your registered email address. We may ask you to confirm that the account is yours first.
5. The Service
neuen is a web chat application that gives you access to large language models ("AI models") developed by third parties. The models currently available belong to the Qwen, Kimi, GLM and DeepSeek families and are served through Alibaba Cloud Model Studio in its Tokyo region. Models from OpenAI (GPT), Anthropic (Claude) and Google (Gemini) are listed as "coming soon". They are not available on neuen, and we do not promise that or when they will be.
We may add, replace or withdraw models, for example when a provider retires a model. Current models and rates are shown on the Pricing page.
neuen is not affiliated with, endorsed by or sponsored by any model developer or provider. Model names and trademarks belong to their respective owners and are used only to identify the models.
6. Plans, credits and payments
6.1 How usage is charged
Each message is charged in credits based on the tokens processed and the rate tier of the chosen model. Tokens processed include your message, earlier messages in the conversation sent to the model as context, and the model's response, so longer conversations cost more per message. Each charge is rounded up to the next whole credit. Rates for each tier are shown on the Pricing page.
6.2 Plans and credit packs
- Free: 5,000 credits per day. The daily allowance resets at 00:00 UTC and unused daily credits do not carry over.
- Pro: US$20 per month, renewing automatically every month until you cancel. Pro includes 1,000,000 credits per billing period plus the daily free credits. Pro credits reset at the start of each billing period and do not roll over.
- Credit packs (one-time purchases): US$10 for 500,000 credits, US$25 for 1,250,000 credits and US$50 for 2,500,000 credits. Purchased credits expire 365 days after purchase.
6.3 Order of use
Credits are used in this order: daily free credits first, then the Pro credits for your current billing period, then purchased credits, starting with the pack that expires soonest.
6.4 Running out of credits
If a message costs more than your remaining balance, it is still completed and your balance may go slightly below zero. You cannot send further messages until credits are added, for example by your next daily allowance, a Pro renewal or a credit pack. We will never ask you to pay money to cover a negative balance.
6.5 Nature of credits
Credits have no cash value, are not transferable and cannot be exchanged for money, except as stated in our Refund and Cancellation Policy. Unused credits are lost when they expire or your account is deleted, and, subject to section 12.3, when your account is terminated.
6.6 Payments and taxes
Payments are processed by third-party payment processors (Airwallex and PayPal). You enter your payment details on the processor's checkout page; we do not receive or store your full card number. All prices are in US dollars. Applicable taxes, if any, are charged in addition. Your bank may charge currency conversion fees, which we do not control.
6.7 Delivery
The Service is purely digital. Credits and Pro access are delivered to your account immediately after successful payment. No physical goods are shipped. If a successful payment is not reflected in your account, email support@neuen.ai.
6.8 Pro renewal and cancellation
The renewal date and amount are shown before you subscribe. By subscribing, you authorise us and our payment processor to charge US$20, plus any applicable taxes, to your payment method at the start of each monthly billing period until you cancel. You can cancel at any time from your account or by emailing support@neuen.ai. Cancellation takes effect at the end of the current billing period, and Pro stays active until then. If a renewal payment cannot be collected, Pro ends and your account returns to the Free plan.
6.9 Price changes
New model rates apply only to messages sent after they are published on the Pricing page. We will give at least 30 days' notice, by email or in the app, before a Pro price change applies to you, and you can cancel before then. Purchased credit packs keep their credit amount.
6.10 Refunds and chargebacks
Refunds are governed by our Refund and Cancellation Policy. Please contact support@neuen.ai before filing a chargeback.
7. Acceptable use
You must use the Service lawfully and in line with our Acceptable Use Policy, which forms part of these Terms. In particular, you must not circumvent credit limits, rate limits or safety systems, create multiple accounts to obtain extra free credits, or share or resell account access.
8. Your content
8.1 Ownership
"Inputs" are the prompts and other content you submit; "Outputs" are the responses generated for you. As between you and us, you own your Inputs and, to the extent permitted by law and by the relevant model provider's terms, your Outputs. We assign to you any rights we may have in your Outputs.
8.2 Licence you give us
You grant AIUS Limited a worldwide, non-exclusive, royalty-free licence to host, store, transmit and process your Inputs and Outputs only as needed to provide, secure and support the Service, comply with law and enforce these Terms, including sending them to our AI model infrastructure provider to generate responses. The licence ends when the content is deleted, except for copies the law requires us to keep or that remain briefly in backups.
8.3 No training on your content
neuen does not train AI models and does not use your Inputs or Outputs to train any model. Third-party providers process Inputs under their own terms, as described in our Privacy Policy.
8.4 Your responsibilities
You are responsible for your Inputs and for having the rights to submit them. Outputs may not be unique; other users may receive similar Outputs. You are responsible for making sure your use of Outputs is lawful and does not infringe anyone's rights.
9. AI output may be wrong
AI models can produce output that is inaccurate, incomplete, outdated or offensive, and may state incorrect information confidently. Outputs are not professional advice, including legal, medical, financial or tax advice, and do not represent our views. Check important information independently before relying on it, especially for decisions affecting health, safety, legal rights or finances.
10. Our intellectual property
The Service, including its software, design and the neuen name, belongs to AIUS Limited or its licensors. We give you a limited, personal, non-transferable and revocable right to use it under these Terms. You must not copy, reverse engineer or commercially exploit the Service except as the law permits. We may use your feedback without obligation to you.
11. Changes and availability
We may add, change or remove features. We do not guarantee that the Service will be uninterrupted or error-free; it may be unavailable because of maintenance, provider failures or events beyond our control. If a fault on our side prevents you from using something you paid for, our Refund and Cancellation Policy applies.
12. Suspension and termination
12.1 By you
You can stop using the Service at any time. To cancel Pro, see section 6.8. To delete your account, email support@neuen.ai from your registered email address; we process deletions within 30 days. Deletion removes your account, conversations and remaining credits and cancels any active Pro subscription. We keep billing records for as long as the law requires.
12.2 By us
We may suspend or terminate your access, remove content or refuse service if you breach these Terms or the Acceptable Use Policy; if we reasonably suspect fraud, abuse or unauthorised use of a payment method; while a chargeback or payment reversal is being resolved; if required by law or by a provider we rely on; or if necessary to protect the Service, our users or others. Where reasonable and lawful, we will tell you why and let you respond by email.
12.3 What happens on termination
If we terminate your account because you breached these Terms, unused credits are forfeited, subject to mandatory law. If we close your account for any other reason, or discontinue the Service, we will give reasonable notice where we can and refund unused, unexpired purchased credits pro rata and the unused portion of any current Pro billing period.
Sections 6.5, 8 to 10 and 13 to 18 survive termination.
13. Disclaimers
To the maximum extent permitted by law, the Service is provided "as is" and "as available", and we exclude all implied warranties, including of merchantability, fitness for a particular purpose, accuracy and non-infringement. We are not responsible for third-party services, such as model providers and payment processors, beyond our reasonable control.
14. Limitation of liability
To the maximum extent permitted by law:
- we are not liable for any indirect, incidental, special, consequential or punitive loss, or for loss of profits, revenue, data or goodwill; and
- our total liability arising out of or in connection with the Service or these Terms is limited to the total amount you paid us for the Service in the 12 months before the event giving rise to the claim.
Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, for fraud, or for any liability that cannot be limited by law, including under the Control of Exemption Clauses Ordinance (Cap. 71) of Hong Kong.
15. Indemnity
To the extent permitted by law, you will indemnify AIUS Limited and its directors and staff against third-party claims, and related losses and reasonable costs, arising from your breach of these Terms or the Acceptable Use Policy, your Inputs or your use of Outputs, except to the extent caused by our own breach or negligence.
16. Governing law and disputes
These Terms are governed by the laws of Hong Kong. Please email support@neuen.ai first so that we can try to resolve any complaint informally. The courts of Hong Kong have non-exclusive jurisdiction over any dispute arising out of or in connection with these Terms or the Service. Consumers living outside Hong Kong keep the protection of the mandatory laws of their country of residence.
17. Changes to these Terms
We may update these Terms. For material changes, we will give at least 14 days' notice by email or in the app, unless a change is needed sooner for legal or security reasons. If you do not agree, stop using the Service and cancel any Pro subscription before the change takes effect; continued use after that date means you accept the updated Terms.
18. General
These Terms and the policies they refer to are the entire agreement between you and us about the Service. If any provision is unenforceable, the rest remains in effect, and a delay in enforcing a provision is not a waiver. You may not transfer your rights under these Terms without our consent; we may transfer ours to a successor operating the Service and will tell you if we do. No third party has rights under these Terms under the Contracts (Rights of Third Parties) Ordinance (Cap. 623) of Hong Kong. The English version prevails over any translation.
19. 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.