Refund Policy

1. Scope

This policy is part of the Terms of Service and applies to NeuralOS paid plans (Starter, Pro, and Business) purchased directly from Klinworks, LLC. Payments are processed by Stripe and charged in U.S. dollars.

The Free plan has no cost and therefore does not give rise to refunds. Prices, included credits, and the features of each plan are published on Pricing.

This policy does not cover charges you make to your own customers through payment automations connected to your gateway account: you handle those refunds with your gateway, as explained in the Terms of Service.

2. The 14-day free trial

All paid plans include a 14-day free trial. The trial requires no credit card and involves no charge.

• You are only charged when you choose a plan and confirm a payment method.
• The trial exists so you can evaluate NeuralOS risk-free before paying; that is why it is the main guarantee of this policy.
• If you do not purchase a plan when the trial ends, paid features become unavailable and you are not charged anything.
• We offer one trial per person or organization. We may deny or cancel it if we detect abuse (for example, multiple accounts used to chain trials).

3. Billing, renewal, and cancellation

Billed in advance. Plans are billed at the start of each period, monthly or annually. The annual plan has a reduced equivalent monthly price and is charged in a single payment covering 12 months.

Automatic renewal. Your subscription renews automatically at the end of each period using the payment method on file, until you cancel.

Cancellation. You can cancel at any time with one click from your settings, with no calls or emails. Cancellation:

• takes effect at the end of the period already paid;
• lets you keep using the plan and its credits until that date;
• prevents any further charges.

To avoid paying for the next renewal, cancel before the renewal date shown in your billing settings. Canceling does not delete your account or projects; if you want to delete them, see the Terms of Service.

4. Plan changes

• Upgrading. Upgrades apply immediately: you are charged the prorated difference for the current period and receive the corresponding additional credits, also prorated.
• Downgrading. Downgrades take effect at the start of the next cycle. Until then you keep your current plan, so the difference is not refunded.
• Switching from monthly to annual billing, or vice versa. The change and its amount are shown before you confirm it in your billing settings.

5. AI credits

AI credits are the unit NeuralOS consumes when the AI works for you.

• Each plan includes a monthly credit allowance, including with annual billing.
• Credits are consumed when the AI runs, based on the effort of each operation, regardless of whether you are satisfied with the result or need to regenerate it.
• Unused credits do not roll over to the next month and expire at the end of each monthly period.
• Credits have no monetary value, cannot be exchanged for cash, and cannot be transferred between accounts.

Therefore, except in the cases described in the next section, used or unused credits are non-refundable. If a technical error on our side consumes credits without the AI actually running, we will return them to your balance.

6. When we issue refunds

As a general rule, payments are non-refundable, and we do not refund partial periods, unused months of an annual plan, or the time remaining after a cancellation. However, we do issue refunds in these cases:

Extended outages. If the Service suffers a serious and extended outage caused by us, we may offer service credits or a prorated refund. If your plan includes an availability commitment (SLA), the remedies set out in that commitment apply.

At our discretion. Outside these cases, we may grant courtesy refunds or credits, without creating any obligation for future cases.

No refund. There is no refund when we close or suspend an account for violating the Terms of Service or the Acceptable Use Policy, or in cases of fraud or abuse.

7. Your rights as a consumer

Nothing in this policy limits the rights that the law of your country grants you as a consumer and that cannot be excluded by contract. For example:

• European Union, EEA, and United Kingdom. Consumers generally have a 14-day right of withdrawal for distance contracts. If you expressly request that the service begin during that period, you will have to pay for the proportional part of the service already provided if you withdraw.
• Brazil. The Consumer Defense Code (art. 49) grants a 7-day right of withdrawal for purchases made outside a commercial establishment, such as online purchases.
• Colombia. The Consumer Statute (Law 1480 of 2011, art. 47) grants a right of withdrawal of 5 business days for distance sales, where applicable.

If any of these rights applies to you, write to us within the statutory period and we will apply it as that law provides.

8. How to request a refund

Write to us at ceo@neuralos.io from your account email and include:

1. your account email and workspace name;
2. the date and amount of the charge;
3. the reason for your request and, if applicable, the statutory right you are exercising.

We will review your request and respond as soon as possible. Approved refunds are returned to the original payment method through Stripe; how long they take to appear depends on your bank or card issuer and is usually 5 to 10 business days. Taxes charged are refunded in the same proportion where applicable.

Before a chargeback. If you see a charge you do not recognize, write to us first: we can usually resolve it faster than a chargeback. While a chargeback is being processed, we may suspend the affected account.

9. Changes to this policy

We may update this policy. The "last updated" date shows the current version; this version is effective as of October 20, 2026.

If a material change is adverse to you, we will notify you at least 30 days in advance by email or within the product. Changes do not apply retroactively to payments already made.

10. Contact

For any questions about billing or refunds, write to us at ceo@neuralos.io.

Klinworks, LLC · Delaware LLC, USA · file number 10704723.