neurodance Refund Policy

1. Fees are generally non-refundable

Subscription fees, token purchases, storage add-ons, and other charges to your payment method ("Fees") are non-refundable and are not prorated for a partial period, except as described in this policy or where required by law. This applies whether you cancel, downgrade, or stop using neurodance before a subscription period ends. See our Terms of Service and Cancellation Policy for how cancellation itself works.

2. The billing-error exception

We will review a request for a refund or account credit when there is evidence that a charge was made in error, meaning one of the following:

• You were charged twice for the same subscription period or purchase.
• You were charged after your subscription was already cancelled and your paid period had ended.
• The amount charged does not match the price shown at checkout or in your order form.
• A charge on your payment method was not authorized by you or anyone on your workspace.

3. How to request a review

Email support@neurodance.ai with the subject line "Billing dispute" from the account email on the workspace. Include the invoice or charge ID (visible in Billing or on your card/bank statement), the date and amount of the charge, a short description of what you believe went wrong, and evidence supporting it — for example a bank or card statement showing the duplicate or unauthorized charge, or a screenshot of your cancellation confirmation and its date.

Please request a review within 60 days of the charge. We may still review an older request, but the evidence available to verify it — yours and ours — is more likely to be incomplete the longer we wait.

4. What happens next

We acknowledge every billing-dispute request and review the evidence provided against our own billing and subscription records. If we confirm a billing error, we will correct it — typically as a refund to the original payment method or a credit to your account, at our discretion — usually within 10 business days of receiving sufficient evidence to verify the claim. If we cannot confirm an error from the evidence available, we will tell you what we found and why.

Tokens issued for a charge that we refund under this policy are removed from your balance if they have not yet been used; tokens already spent are not clawed back.

5. Chargebacks

If you believe you were charged in error, please contact us first — most billing errors are resolved faster this way than through a card dispute. Disputing a charge directly with your bank or card issuer instead of contacting us may result in your paid access being suspended while the dispute is investigated, consistent with our Terms of Service.

6. Enterprise agreements

If your organization has a signed Enterprise order form or other written agreement, its refund and payment terms control over this policy where they conflict.