Refund Policy

1. No Refunds

This Refund Policy is incorporated into and forms part of the Terms of Service.

All purchases — subscriptions, one-time payments, and add-ons — are final and non-refundable. By completing a purchase, you acknowledge and agree to this policy.

2. Why

When you subscribe, Neuranum immediately provisions dedicated cloud infrastructure on your behalf. Server resources are allocated, configured, and made available to you within seconds. These costs are incurred instantly and cannot be recovered.

For DIY one-time purchases, the compiled binary and protocol configurations are delivered immediately upon payment. Digital goods cannot be "returned" once delivered.

3. Cancellation

You may cancel your subscription at any time from inside the Neuranum app (Settings → Cancel all subscriptions) or from the dashboard. Cancellation is immediate. Upon cancellation:

• Your Personal Cloud Node is destroyed within sixty seconds via the Hetzner Cloud API
• Your subscription ends immediately — there is no period-end grace and no "undo" window
• Any active VPN tunnels disconnect at once
• No partial or prorated refund is issued for the unused portion of the current billing period
• No refund is issued for any previously completed billing cycle
• Your subscription cannot be reactivated — to resume service you must start a new subscription and provision a new node

Destroying an add-on node (when you operate more than one node on a single subscription) cancels the per-location billing item for that node immediately while your base subscription remains active for your other nodes.

4. Payment Failure

If a payment fails, your node is destroyed immediately. There is no grace period and no retry. You must create a new subscription and provision a new node to resume service. No refund or credit is issued.

5. Provisioning Failure Exception

If your node fails to provision due to a technical error on our infrastructure, you may retry provisioning at no additional cost within your current billing period. Your subscription remains active and no additional charge is incurred for the retry.

This exception applies only to infrastructure-level provisioning failures, not to user configuration errors on DIY plans.

6. Terminated Accounts

If your account is terminated due to a violation of our Acceptable Use Policy, no refund is issued. This includes accounts terminated by our automated abuse detection system or by manual admin review.

7. Sole Refund Exception — Termination Without Cause

If Neuranum terminates your account without cause pursuant to Section 7 of the Terms of Service, you will receive a prorated refund for the unused portion of your current billing period.

This is the only circumstance under which a refund is issued. Termination for cause (including but not limited to AUP violations, fraud, payment failure, or chargebacks) does not qualify for any refund.

7a. EU and UK Consumers — Right of Withdrawal

If you are a consumer resident in the European Union or the United Kingdom, you ordinarily have the right to withdraw from a distance contract within fourteen (14) days without giving any reason, pursuant to Directive 2011/83/EU (the Consumer Rights Directive) and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

You expressly waive this right of withdrawal at the time of purchase. Neuranum is a digital service whose performance begins immediately upon successful payment — within seconds of checkout, a dedicated cloud server is provisioned in your name, network keys are generated, and the service is fully delivered. By completing checkout and acknowledging the "Start service immediately" consent during the payment flow, you accept that:

• Performance of the contract begins immediately during the fourteen-day withdrawal period at your express request;
• You acknowledge that you will lose the right of withdrawal once the contract is fully performed by us — which occurs as soon as the cloud server is provisioned and accessible to you;
• For partial use within the fourteen-day window, any refund (if granted at all) would be reduced in proportion to the service already supplied, in accordance with Article 14(3) of Directive 2011/83/EU.

Without this express waiver and acknowledgment at checkout, Neuranum cannot deliver the service immediately. If you do not consent, do not complete the purchase.

8. Chargebacks

Filing a chargeback or payment dispute with your bank will result in immediate and permanent account termination, destruction of all nodes, and a permanent ban. If you have billing questions, contact us first.

9. Contact

Billing questions: s*****t@***.com

Phone: +1 (***) ***-****