NeoKBase
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Refund Policy

Last updated: January 6, 2026

Quick Summary

  • • 14-day cancellation period for Consumers where applicable
  • • Credits are digital content; once delivered/used, cancellation rights may not apply
  • • Refunds are processed by Paddle (Merchant of Record)

Paddle as Merchant of Record

Payments for NeoKBase credits are processed by Paddle. Paddle acts as the Merchant of Record, which means your purchase is made from Paddle and refunds/cancellations are handled in line with Paddle’s consumer terms.

Consumer Right to Cancel (14 days)

If you are a Consumer, you may have the right to cancel your purchase within 14 days after the Transaction completes, without giving any reason, unless an exception applies.

Because credits are supplied as digital content and are typically made available immediately, your right to cancel may not apply once delivery has begun and/or you have started using the credits.

Credit Refund Eligibility

We offer refunds for unused credits under the following conditions:

  • Refund or cancellation requests should be made within 14 days of purchase (where applicable)
  • Only unused credits are eligible for refund
  • Partial refunds are available for the unused portion of your credits

How to Request a Refund

To request a refund or cancellation, follow these steps:

  1. For immediate processing, contact Paddle via https://paddle.net/
  2. Include your order information (such as the email used to purchase and any order/transaction reference)
  3. If you need help finding your order details, email us at [email protected]

Non-Refundable Items

The following are not eligible for refunds:

  • Credits that have been used for AI responses
  • Purchases made more than 14 days ago
  • Free credits provided as bonuses or promotions
  • Accounts terminated for Terms of Service violations

Calculating Refund Amount

If you have used some credits, we will refund the unused portion. For example, if you purchased $50 in credits and have $35 remaining, we will refund $35.

Payment Processing

Refunds are processed through Paddle and will be returned using the same payment method used for the original transaction. You will not be charged any additional fees for the reimbursement by us or Paddle. Processing times may vary depending on your bank or card provider:

  • Credit/Debit Cards: 5-10 business days
  • PayPal: 3-5 business days
  • Bank Transfers: 7-14 business days

Where a cancellation right applies, reimbursements are made without undue delay and no later than 14 days after Paddle is informed of your decision to cancel.

Chargebacks

We encourage you to contact us before initiating a chargeback with your bank or credit card company. Chargebacks can result in additional fees and may lead to account suspension. We are committed to resolving any issues directly and fairly.

Exceptional Circumstances

We may consider refunds outside of our standard policy in exceptional circumstances, such as technical issues that prevented you from using the Service. Please contact us to discuss your situation.

Contact Us

If you have questions about NeoKBase credits, contact us at [email protected]. For refunds/cancellations, you can also contact Paddle via https://paddle.net/.