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Refund Policy | Neurathm

Neurathm's refund policy details the conditions and processes for refunds across our different service types.

Last updated: 2025-06-06

Neurathm Refund Policy

Last Updated: May 31, 2025

1. General Policy Statement

This Refund Policy ("Policy") outlines the terms and conditions under which Neurathm Inc. ("Neurathm," "we," or "our") may issue refunds for our various services. This Policy is supplemental to our Terms of Service and should be read in conjunction with it.

Neurathm is committed to customer satisfaction while maintaining business predictability. Due to the nature of our services, fees are generally non-refundable unless specifically provided for in this Policy. For enterprise customers, specific refund terms may be defined in Master Service Agreements (MSA) or Statements of Work (SOW) that supersede this general policy.

2. Refund Eligibility by Service Type

Neurathm offers various service types with different value delivery models and cost structures. Accordingly, our refund policies differ by service type.

2.1 AI Strategy and Consulting Services

  • Before Work Begins: If you cancel before any work has commenced, we will refund 90% of any prepayment (10% is retained to compensate for preliminary preparations).
  • After Work Begins: Once consulting work has begun or deliverables (such as reports) have been provided, fees are generally non-refundable.
  • Grace Period: For first-time customers, we offer a 3-day grace period from the project kickoff during which you may cancel and receive a partial refund, less any costs already incurred.
  • Deliverable Quality: If deliverables fail to meet the acceptance criteria explicitly defined in the SOW:
    • We will first attempt to remedy the issues to meet the agreed standards
    • If remediation is not possible, partial refunds may be negotiated based on the specific circumstances

2.2 Custom AI Model Development Projects

  • Before Development Begins: If you cancel before development work has officially begun, we will refund 85% of any prepayment (15% is retained to compensate for preliminary design and resource allocation).
  • During Development: Refunds are strictly tied to the milestones defined in the SOW:
    • Milestones paid for but not yet started: 100% refundable
    • Milestones in progress: Generally non-refundable, but service credits may be offered
    • Completed milestones: Non-refundable
  • Guarantee Period: For certain development projects that meet specific eligibility criteria (including completion of all required steps and good-faith efforts on both sides), we may offer a guarantee period during which performance issues can be addressed or partial refunds considered.

2.3 Data Analysis, Processing, and Annotation Services

  • Completed work is non-refundable.
  • For large projects, payments and potential refunds are structured around milestones or batches of work.
  • If we are unable to deliver the agreed quality or volume of data processing, partial refunds may be issued proportional to the undelivered work.

2.4 AI PaaS/SaaS Subscriptions

2.4.1 Monthly Subscriptions

  • You may cancel your monthly subscription at any time to prevent future charges.
  • Partial months are generally not refundable.
  • For new subscribers experiencing significant service issues, we may offer full refunds if requested within the first 7-15 days of the subscription and if the issues cannot be resolved.

2.4.2 Annual Subscriptions

  • You may cancel your annual subscription at any time, but refund eligibility depends on the cancellation timing:
    • Within 30 days of purchase: Full refund (cooling-off period)
    • Within 31-60 days: 75% prorated refund
    • Within 61-90 days: 50% prorated refund
    • After 90 days: Generally non-refundable, but may be converted to service credits
  • Early termination fees may apply and will be clearly communicated at the time of purchase.
  • Service credits option: For non-refund-eligible cancellations, we may offer service credits for the remaining subscription value, usable for our other services.

3. Non-Refundable Items/Situations

The following items and situations are generally not eligible for refunds:

  • Completed services or project milestones
  • Setup fees or customization fees
  • Third-party costs incurred by Neurathm (e.g., data acquisition, specific software licenses)
  • Refund requests made outside the specified eligibility windows
  • Situations where the customer has violated the Terms of Service

4. Refund Process

4.1 How to Request a Refund

To request a refund, please contact us through one of the following methods:

  • Email: [email protected]
  • Customer Portal: Log into your account, navigate to the "Billing" section, select the relevant subscription or project, and click "Request Refund"

4.2 Required Information

Please provide the following information in your refund request:

  • Your account details (username and email address)
  • Order or invoice number
  • Name of the service or subscription
  • Reason for requesting a refund
  • Any relevant supporting documentation (if applicable)

4.3 Processing Time

  • SaaS Subscription Refunds: Typically processed within 5-7 business days
  • Consulting and Development Refunds: May require 10-14 business days due to the need to evaluate completed work

4.4 Refund Method

Refunds will be processed through the original payment method. If the original payment method is unavailable, we will contact you to determine an alternative refund method.

5. Partial Refunds and Service Credits

In certain situations, we may offer partial refunds or service credits, particularly in cases of:

  • SaaS service experiencing significant downtime beyond our Service Level Agreement (SLA)
  • Service functionality differing substantially from descriptions and not resolvable within a reasonable timeframe
  • As part of an amicable resolution to maintain customer relationships

Service credits typically have a 12-month validity period and can be applied to any Neurathm service.

6. Policy Changes

We reserve the right to modify this Refund Policy at any time. Any changes will be posted on our website and will be effective immediately upon posting. For purchased services, the refund policy in effect at the time of purchase will apply.

7. Contact Us

If you have any questions about our Refund Policy, please contact us:

Neurathm Inc.
30 N Gould St Ste N
Sheridan, WY 82801
United States

Email: [email protected]