Refund & Cancellation Policy

This Refund & Cancellation Policy explains when money paid to Neivan Technology Holdings, LLC ("Neivan", "we", "us") for the Synapse platform (the "Service") is refunded, credited or reversed, and how to ask. It covers everything you can be charged for in the Service: subscriptions and add-ons, prepaid AI credits, usage on your own AI keys, connected apps, and taxes.

It restates how refunds work under our Subscription & Billing Terms and Terms of Service. If anything here conflicts with those documents, or with an order form you signed, they control. All amounts are in US dollars unless an order form says otherwise.

1. The short version

2. The beta

Synapse is currently a beta and no subscription fee is charged, so there is no subscription to refund today. AI usage is still paid for, as Section 5 explains. We will give account owners at least 30 days' notice by email before subscription fees start, and nothing is charged for a subscription unless you agreed to a price on an order form or at checkout.

3. Subscriptions and add-ons

These rules apply once subscriptions begin, unless your order form says otherwise.

• General rule. Fees are charged monthly in advance and are not refunded once the billing period has started.
• Cancellation. You may cancel at any time. It takes effect at the end of the current billing period, you keep access until then, and nothing is refunded for the rest of that period, except where the law requires it.
• Upgrades. An upgrade takes effect immediately and is prorated for the rest of the billing period. The prorated charge is not refunded.
• Downgrades. A downgrade takes effect at the start of the next billing period. The current period is not refunded.
• Free trials. A trial waives the subscription fee only, so there is no subscription fee to refund during a trial. Usage during a trial is treated as in Section 5.

When we refund prepaid subscription fees. We refund prepaid fees for the unused part of the period when:

• we end the Service without cause;
• we cannot fix a failure covered by the service warranty in the Terms of Service within a reasonable time, and we end the affected subscription (that warranty remedy is the only remedy for that failure);
• we end the affected subscription because we cannot resolve an intellectual-property claim against the Service; or
• we make a material change to the Terms and you end your subscription because the change harms you.

We do not refund subscription fees when we suspend or end your account because you breached the Terms or the Acceptable Use Policy, or because you did not pay.

4. Prepaid AI credits

Credits pay for AI usage when you use Neivan-managed AI. They are bought only when you choose to buy them.

• Unused credits are not refundable and have no cash value, except where the law requires otherwise or we end the Service without cause. In that case we refund the unused balance.
• Free credits. Credit we give you at no charge has no cash value and is never refunded.
• If a top-up is refunded or disputed. When a top-up payment is refunded, or your bank reverses it, we remove the matching amount from your credit balance at the same time. If you had already spent some of that credit, the balance can go below zero.

5. AI usage

The AI provider charges for usage whether or not the Output is useful, a run finishes, or an agent's action succeeds. So usage is not refunded because Output was wrong or a run failed. This covers usage from agents, workflows and schedules you configured, approved or scheduled, and usage during a free trial.

If an error in our billing caused a charge, we correct it. Examples are the same run billed twice, a run billed at the wrong price, or a charge that continued after a stop the Service confirmed. We return the amount as credit, or to your original payment method if you ask. See Section 7 for how to report it.

6. Your own keys and connected apps

• Your own AI keys. Your AI provider bills you directly for usage on your own key, under its terms. We add no markup and cannot refund what your provider charges.
• Connected apps. Agents act in the apps you connect, with the access you grant. If you connect a payment, billing, advertising or similar app, the charges, messages and transactions an agent makes there are governed by that app's terms and are your responsibility, as the Terms of Service say. We cannot refund or reverse them.
• If you think an action happened because of a fault in the Service, tell us straight away at [email protected] and [email protected]. We will help you stop it and will review any Neivan charges connected to it. We cannot undo what another company has already done or charged.

7. Billing errors and how to ask for a refund

If you think a charge is wrong, email [email protected] within 60 days of the charge, as the Billing Terms say. Please include your organization name, the date and amount of the charge, and what you think is wrong.

• If the charge was our error, we refund or credit the full amount charged in error.
• If you are asking for a refund this policy provides, we tell you our decision by email.
• We refund the original payment method through Stripe. How long the money takes to appear depends on your bank.

We may agree a refund or credit this policy does not require. Doing so once does not oblige us to do it again.

8. Chargebacks

Please email us before you dispute a charge with your bank, so we can fix it directly. If you open a chargeback instead:

• we may restrict the account while it is resolved, as the Billing Terms say;
• if the disputed payment was a credit top-up, we remove the matching credit from your balance straight away, and put it back if the dispute is decided in our favor; and
• we may recover amounts properly owed.

A chargeback does not cancel a subscription. To stop being billed, cancel under Section 3.

9. Taxes

Taxes we collected are refunded in proportion to any refund of the charge they were collected on, as far as we can recover them. Where a tax authority requires different treatment, we follow it.

10. Rights the law gives you

The Service is for business use. If a law that applies to you gives you a refund, cooling-off or withdrawal right that cannot be waived, that right applies instead of anything here that would take it away.

11. Changes to this policy

We may update this policy as the Terms of Service describe. A change applies to charges made after it takes effect and does not reduce a refund you were already entitled to.

12. Contact

Refunds and billing: [email protected]. General support: [email protected]. Neivan Technology Holdings, LLC, 14817 SW 41st St, Davie, FL 33331, USA.