Effective Date: January 11, 2025
Our Commitment to Customer Satisfaction
At neolab.build (neolab.build), we are committed to providing exceptional value through our all-in-one AI platform. We understand that our service may not meet everyone's needs, which is why we offer a comprehensive refund policy to ensure your complete satisfaction.
30-Day Money-Back Guarantee
We offer a 30-day money-back guarantee for all subscription plans. If you're not completely satisfied with our service, you can request a full refund within 30 days of your initial purchase or renewal.
Subscription Refunds
Monthly and Annual Subscriptions
- Pro Plan ($29/month or $290/year): Full refund available within 30 days of purchase
- Team Plan: Full refund available within 30 days of purchase for all team licenses
- Refunds for annual subscriptions will be calculated based on the discounted annual rate
- After 30 days, subscriptions may be cancelled but are non-refundable
Lifetime Plans
- Lifetime access plans are refundable within 30 days of purchase
- After 30 days, lifetime plans are non-refundable
Credit Package Refunds
Pay-as-you-go credit packages have different refund terms:
- Unused credits: Fully refundable within 14 days of purchase
- Partially used credits: Refund calculated based on unused portion within 14 days
- Credits expire 12 months from purchase date and are non-refundable after expiration
How to Request a Refund
- Email us: Send your refund request to support@neolab.build
- Include details: Provide your account email, order number, and reason for the refund
- Processing time: We will review your request within 2 business days
- Refund completion: Approved refunds are processed within 5-10 business days
Refund Processing
Payment Methods
- Refunds are issued to the original payment method used for the purchase
- Credit card refunds typically appear within 5-10 business days
- PayPal and other payment methods may have different processing times
Currency and Exchange Rates
- Refunds are processed in the original currency of purchase
- Exchange rate fluctuations between purchase and refund dates are not covered
Partial Refunds and Proration
In certain circumstances, we may offer partial refunds:
- Mid-cycle cancellations: Pro-rated refunds may be available for annual plans cancelled within the first 30 days
- Service credits: In lieu of refunds, we may offer service credits for future use
- Promotional purchases: Items purchased with promotional discounts may be refunded at the discounted rate
Non-Refundable Items
The following are not eligible for refunds:
- Subscriptions after the 30-day guarantee period
- Credits that have been used or have expired
- Custom enterprise solutions (governed by separate agreements)
- Add-on services unless specifically stated otherwise
Account Status After Refund
- Your account will be downgraded to the free tier after refund processing
- Chat history and saved data will be retained according to our data retention policy
- You may re-subscribe at any time, but the 30-day guarantee applies only to initial purchases
Dispute Resolution
If you're not satisfied with our refund decision:
- Contact our support team for clarification at support@neolab.build
- Provide additional information to support your refund request
- If necessary, disputes may be escalated to management for final review
Chargebacks
We encourage customers to contact us directly for refunds before initiating chargebacks. Accounts associated with chargebacks may be suspended pending resolution.
Policy Changes
We reserve the right to modify this refund policy at any time. Changes will be effective immediately upon posting to our website. The refund policy in effect at the time of your purchase will apply to that transaction.
Contact Us
If you have any questions about our refund policy, please contact us:
- Company: Neolab Inc.
- Mailing Address: 548 Market St, Suite 36879, San Francisco, CA 94104
- Email: support@neolab.build
- Support Hours: Monday-Friday, 9:00 AM - 6:00 PM PT (U.S.)
- Response Time: Within 24-48 business hours
Legal Information
This refund policy is governed by the laws of the State of California, United States. For complete terms and conditions, please refer to our Terms of Service.
