Refund Policy

Last updated: October 4, 2026

neuralbox.io (the "Service") is an AI content generation platform that uses a prepaid token system. This policy explains when and how refunds are issued.

1. When refunds are issued

You may request a refund if any of the following applies:

• Service unavailability — the Service was down for 24 consecutive hours or longer due to our fault (excluding scheduled maintenance announced in advance).
• Model mismatch — you were charged for one model but the Service silently substituted a different one without your consent (e.g. Veo 3 → Veo 3 Fast).
• Model not working — three or more consecutive failed generations on the same input, where tokens were not automatically refunded by the system. Exception: Sora 2 is not covered by this clause.

2. When refunds are NOT issued

• Unused token balance on the account. Tokens are a prepaid balance for the Service and cannot be withdrawn as cash, transferred to another user, or converted back into money outside of Section 1 above. Plan test and trial budgets accordingly.
• Tokens already spent on successful generations. A service is deemed rendered once the generation has been completed and its result has been delivered to you or made available for you to retrieve, even if the result does not match your expectations.
• Generations rejected by a third-party model provider's content policy (Google, OpenAI, Suno, etc.) — this is a decision of the upstream provider, not ours.
• Subjective quality complaints ("the picture is not what I imagined"). AI generation is probabilistic by nature.
• Promotional or bonus tokens credited to your account.
• Used portions of a subscription period (see Section 3).
• Apple In-App Purchases — refund requests must be submitted to Apple via reportaproblem.apple.com.
• Cryptocurrency payments older than 14 days, or where the refund would cost more in network fees than the refund amount.

3. Subscriptions

• You can disable auto-renewal at any time in your account settings. Disabling auto-renewal does not produce an immediate refund — you continue to use the plan until the period ends.
• If the Service is unavailable for 24+ consecutive hours during an active subscription period, you may request a pro-rata refund for the unused token allowance of that period.
• Outside of Section 1 conditions, paid subscription periods are non-refundable.

4. Automatic token refunds

When a generation fails on our side or on the provider's side, tokens are refunded automatically within seconds. You do not need to file a request. Check your transaction history in Profile → Spending.

5. Time limit for requests

Refund requests must be submitted within 14 days of the original payment date. Requests submitted after this period will not be considered, except where mandated by applicable law.

6. How to request a refund

Send an email to support@neuralbox.io with the following information:

• Email address of your account;
• Payment order_id (visible in Profile → Spending) or the date and amount of the payment;
• Detailed description of the issue;
• Screenshots or task IDs of failed generations, where applicable.

We respond within 3 business days.

7. Refund method and processing time

Refunds are issued using the same payment method as the original transaction:

• Bank card (T-Bank, YooKassa, Robokassa, Stripe): 3–14 business days, depending on the issuing bank.
• Cryptocurrency (NOWPayments, CryptoCloud): 1–3 business days. Network transaction fees are deducted from the refund amount.
• Apple IAP: handled exclusively by Apple.
• VK Pay / VK votes: in-platform currency, refunded as VK votes.

8. Anti-abuse

We reserve the right to refuse a refund and suspend the account in case of:

• Multiple unjustified refund requests;
• Indicators of fraud (chargebacks filed without prior contact, payment-method abuse, repeated split-account refund patterns);
• Use of the Service in violation of our Terms of Service.

Filing a chargeback with your bank without first contacting support@neuralbox.io will result in immediate account suspension and forfeiture of any remaining balance.

9. Governing law

This policy is governed by the laws applicable to the legal entity operating the domain through which you accessed the Service (see the "Legal entities" section below).

10. Changes

We may update this policy at any time. The effective date is shown at the top of this page. Material changes will be announced via email or in-product notification.