1Scope

This Subscription & Refund Policy (the "Policy") forms part of the Terms of Service between you and Neox and applies to all paid Neox subscription plans and to your prepaid account balance (see "Platform Balance (Prepaid)").

It does not apply to BYOK (bring your own key) mode. There, client functionality is free and you pay your chosen third-party model provider directly; their terms govern that billing and any refunds, not ours.

All amounts are in the currency shown on the plan page, normally US dollars. Applicable sales, VAT, or GST may be added at checkout.

2Billing Cycles

Paid plans are charged in advance on the cycle you choose at checkout:

Monthly: The first charge is taken on the day you subscribe, and renews automatically on the same day each month (or the last day of the month where that date does not exist).
Quarterly: The full quarter is charged at once on the day you subscribe, and renews automatically on the same date each quarter. Quarterly plans carry a discount against monthly; the applicable discount is the one shown at checkout.

Plan allowance is available immediately on successful payment. Allowance resets on the schedule described on the pricing page (rolling 5-hour and 7-day windows, and the calendar month). Unused allowance does not roll over, has no cash value, and is not transferable unless the plan expressly states otherwise.

We may change prices. Price changes take effect only at your next renewal and are announced at least 30 days in advance by email or in-product notice. You may cancel before the new price takes effect to avoid renewing at it.

3Auto-Renewal and Cancellation

Subscriptions renew automatically by default. Unless you cancel before the current period ends, we will charge the then-current price at the end of each cycle.

You can cancel at any time from the subscription page in account settings. No need to contact support, no reason required, no cancellation fee.

What happens when you cancel:

The period you have already paid for stays fully available until its last day.
At the end of that period the account drops to the free tier and no further charges are made.
Allowance you did not use within the period is not refunded pro rata and has no cash value — cancelling stops the next charge, it does not return the current one.
Your account and data are retained per the retention periods in the Privacy Policy, and you can resubscribe at any time.

If you want more than cancellation — full deletion of your account and data — start account deletion in settings or contact us as described in the Privacy Policy.

4Cancellation and Refunds

In short: cancel anytime, keep access through the end of the period you paid for, and fees already paid are not refunded. The boundaries are spelled out below rather than buried in long sentences.

Except where this policy expressly says otherwise or applicable law requires it, subscription fees already paid are non-refundable. Cancelling stops the next charge; it does not return the current period’s fee — you paid for this period, and the service is delivered in full through its last day.

We set it this way because subscription revenue turns into real cost from day one: every model call bills upstream immediately, and that money does not come back. Refunding by remaining days sounds fair, but an allowance can be spent in the first two days — which turns "use a full week of allowance, refund four weeks of fees" into a repeatable pattern whose cost lands on the users who do not do it.

If we terminate: If we terminate or suspend your subscription under the Terms of Service for reasons other than your breach, we refund the fees for the remaining unused portion of the subscription period on a pro rata basis.
Duplicate charges and billing errors: Duplicate charges, incorrect amounts, or charges after a completed cancellation caused by our systems are refunded in full once verified, with no time limit.
Statutory withdrawal rights: Rights granted by the law of your jurisdiction are unaffected by this policy — see the next section.

We still read every other refund request individually — but that is goodwill, not an entitlement, and it sets no precedent.

5When We Do Not Refund

The following are expressly non-refundable. We list them so you know the boundaries before you pay, not after.

Usage already consumed — model calls completed through the gateway, images generated, and similar. These incur upstream cost and cannot be reversed.
Accounts suspended or terminated for breach of the Terms of Service or Acceptable Use Policy. No fees already paid are refunded.
Renewal charges. Auto-renewal bills at the end of each period — cancel before the renewal date if you do not want it.
The remainder of the current period after you cancel.
Pro rata refunds of the remaining period of your previous plan after you cancel or upgrade.
Inability to use the Service due to your network environment, device configuration, a third-party model provider outage, or your own BYOK quota running out.
Charges incurred because you did not use the Service but also did not cancel. We do not decide refunds by whether you logged in.

If there is a significant, prolonged outage caused by us, contact us. Depending on the circumstances we may extend your service period or issue a pro rata refund even where this section does not require it.

6EU / UK Statutory Right of Withdrawal

If you are a consumer in the EU or UK (buying for personal rather than business purposes), local consumer law gives you a statutory 14-day right of withdrawal from the date the contract is concluded. That right stands independently of the commercial terms above and is not reduced by this Policy.

Important — the digital services exception. Under the EU Consumer Rights Directive and the equivalent UK rules, the right of withdrawal may cease to apply once supply has begun, provided the consumer expressly requested immediate supply and acknowledged losing that right. Our checkout does not yet collect and record that acknowledgement separately, so until it does we do not rely on this exception: EU and UK consumers keep the full 14-day statutory right of withdrawal, handled as described below.

If you withdraw after partial but not full performance, you may still withdraw, and we refund the balance after deducting an amount proportionate to what you have used.

No reason is required to withdraw. Use the cancellation control in your account, or send an unambiguous statement of withdrawal to support@neox-dev.com.

If you are a consumer in Brazil, Mexico, South Korea, or Taiwan, local law gives you the right to cancel the subscription within 7 days of entering into it without giving a reason; where you cancel under that right, we refund all payments received in full.

If another jurisdiction gives you non-waivable refund or withdrawal rights, those rights likewise prevail over the commercial terms in this Policy.

7Upgrades

Upgrade: Takes effect immediately: you pay the new plan's price and a new billing period begins, with the new allowance available at once. Your previous plan stops renewing at the same time. The unused part of the previous plan's current period is not credited or refunded.
Downgrade: Downgrading mid-subscription is not supported. If you want a lower plan, turn off renewal for your current plan and subscribe to the plan you want after the period ends.
Switching cycle: Switching between monthly and quarterly billing mid-subscription is not supported. Let the current period end without renewing, then subscribe again on the cycle you want.

Payments made for an upgrade are subject to the same refund rules in this policy — upgrades take effect immediately and the higher allowance is available from that moment.

8Platform Balance (Prepaid)

You can add funds to your account as a prepaid balance. The balance has two uses: Neox Platform API calls, and usage in the Neox apps that goes beyond your plan allowance or is not included in your plan ("extra usage", which you can turn off; see below). Both are charged on actual usage at the published prices in effect at the time. This section governs that balance; the subscription plan’s own allowance and fees continue to be handled by the sections above.

Balance is denominated in US dollars and is available as soon as the top-up succeeds.
Balance currently does not expire and remains on your account for as long as the account exists. If we ever introduce an expiry, we will give at least 30 days’ notice and it will not apply retroactively to existing balance.
Balance can only be used for the two purposes above. It is non-transferable, cannot be withdrawn, earns no interest, and cannot pay the subscription fee itself.
Whether your balance pays for extra usage is your choice, and you can turn it off anytime on the Subscription page of the console. When it is off, usage pauses once the allowance is used up and the balance is kept for API calls.
Price changes apply only to calls made after the change takes effect, never to calls already completed.
When your balance runs out, new calls are rejected. We do not let the balance go negative and do not top up automatically without your confirmation.

You are responsible for all calls made with your API keys. Keep keys as you would a password — never commit them to public code or share them — and revoke a key in the console immediately if it leaks. Usage resulting from a leaked key is not refunded.

Consumed balance: Completed calls incur upstream cost immediately; the corresponding charges are not refunded.
Unused balance: Not refundable as a rule, except: duplicate charges or billing errors caused by our systems, refunded in full once verified; remaining unused balance where we terminate your account under the Terms of Service for reasons other than your breach; and any non-waivable withdrawal or refund rights under the law of your jurisdiction.
Termination for breach: Accounts suspended or terminated for breach of the Terms of Service or Acceptable Use Policy forfeit any remaining balance.

Every top-up appears in the billing records in your console for reconciliation. To request a refund, follow "How to Request a Refund" below and note that it concerns Platform balance.

9Failed Payments and Grace Period

If a renewal charge fails — expired card, insufficient funds, issuer decline — we notify you by email and retry automatically over the following days.

A 7-day grace period runs from the first failed charge, during which paid features remain available.
Within the grace period you can update your payment method and retry manually. On success the subscription continues with its original billing cycle unchanged.
If payment has still not succeeded when the grace period ends, the subscription is suspended and the account drops to the free tier.
For 30 days after suspension you can still restore the subscription by paying, keeping your existing configuration. After 30 days the subscription is terminated and you must subscribe again.

Service interruption caused by failed payment is not a breach on our part and creates no refund obligation. Keeping a valid payment method on file is your responsibility.

10How to Request a Refund

Within 14 days of payment, open the order on the Billing page of your console, choose "Request a refund" and give the reason. Review progress and the outcome appear in the same place and as an in-app notification.

After 14 days, or if you cannot request online, email support@neox-dev.com with "Refund request" in the subject line.

Please include:

the email address on your account;
the order or transaction reference;
the plan and the date of the charge;
why you are requesting a refund — please be specific. Outside clear-cut cases like duplicate charges or billing errors, this is goodwill and your reason is the main thing we weigh.

We respond within 5 business days of receiving the request. Approved refunds are initiated within 10 business days of that response; when the money reaches you depends on your bank or payment provider.

If we decline, we tell you which provision we are relying on and show the relevant usage data. You may submit further information and ask us to review again.

11Chargebacks

If you dispute a charge, contact us first. Nearly everything can be resolved directly, and far faster than a bank dispute.

Filing a chargeback without contacting us may lead to suspension of the affected account while the dispute is open. Where a chargeback proves unjustified, we reserve the right to terminate the account and recover the resulting costs.

Nothing here affects rights you have under the merchant of record’s rules or applicable law. Paid subscriptions are sold through Waffo.com Limited as merchant of record, and chargebacks are handled by them; for any given charge, please contact us or the merchant of record before filing a chargeback — a chargeback suspends the account, and almost everything is solvable by email.

12Changes to This Policy

We may update this Policy from time to time. Material changes are announced at least 30 days in advance by email or in-product notice and do not apply retroactively to transactions completed before they take effect.

Continuing to subscribe or renew after changes take effect constitutes acceptance of the updated Policy.