Refund Policy

Dodo Payments as Merchant of Record

Payments for NeoKBase credits are processed by Dodo Payments. Dodo Payments acts as the Merchant of Record, which means your purchase is handled by Dodo Payments and refunds/cancellations follow the applicable 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. Contact NeoKBase support at [email protected] with your payment details
2. Include your order information (such as the email used to purchase and any order/transaction reference)
3. If needed, we will coordinate directly with Dodo Payments to complete the refund request

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 Dodo Payments and are returned using the same payment method used in the original transaction. You will not be charged additional reimbursement fees by NeoKBase. 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 Dodo Payments 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 payment-provider support, you can also contact Dodo Payments via [email protected].