Refund Policy

1. Overview

All purchases made through NeuraLab AI are processed by Paddle.com, our Merchant of Record. Paddle handles all transaction-related returns and customer service inquiries. This policy outlines the conditions under which refunds may be requested.

2. Digital Content & Right of Withdrawal

NeuraLab AI provides digital SaaS services and AI-generated technical reports. In accordance with EU Consumer Rights Directive (2011/83/EU), when you purchase access to our platform or request the generation of a technical report, you expressly acknowledge and agree that:

• The service is digital in nature and delivery begins immediately upon purchase.
• The 14-day right of withdrawal expires upon commencement of service delivery.
• Once a report has been generated or platform access has been granted, the right of withdrawal is waived.

3. Eligible Refund Cases

Refunds may be considered in the following circumstances:

• Technical malfunction — the platform failed to deliver the purchased service due to a verified technical error on our side.
• Duplicate charge — you were charged more than once for the same transaction.
• Service not delivered — payment was processed but access or report was never provided.
• Billing error — an incorrect amount was charged due to a system error.

4. Non-Eligible Refund Cases

The following are not grounds for a refund:

• Change of mind after service delivery has commenced.
• Inaccurate input data provided by the user that affected report quality.
• Failure to use the service within a subscription period.
• Dissatisfaction with results that fall within expected AI model performance ranges.
• Requests submitted more than 7 days after the original purchase date.

5. How to Request a Refund

All refund requests are handled through Paddle.com, our Merchant of Record. To submit a request:

1. 1.

   Contact NeuraLab Support

   Email us at info@neura-lab.com within 7 days of your purchase, describing the issue in detail.

2. 2.

   Provide Transaction Details

   Include your order ID, purchase date, and a description of the technical issue encountered.

3. 3.

   Review & Escalation

   We will assess your request within 3 business days. If eligible, we will initiate the refund process via Paddle.

4. 4.

   Refund Processing

   Approved refunds are processed by Paddle and typically appear within 5–10 business days depending on your payment method.

6. Subscription Cancellations

You may cancel your subscription at any time through your account settings. Cancellation takes effect at the end of the current billing period. You will retain access to the platform until the period ends. No partial refunds are issued for unused time within an active billing period.

7. Contact

For refund inquiries or billing disputes, please contact our support team at: info@neura-lab.com