Refund policy

Why there are no refunds

• Blockchain payments can't be reversed. You send crypto from your own wallet straight to Neptuv's public address. No bank, card network or payment processor sits in between, so there is nothing to charge back.
• Neptuv doesn't send crypto. Neptuv is non-custodial and read-only: it never holds funds for anyone and does not make outgoing transfers, including refunds.
• Access is immediate. Your plan, API limits and paid features switch on as soon as the payment confirms.

What this covers

No refunds are given for: unused time on a plan; choosing a longer period than you needed; upgrading, downgrading or changing your mind; not using the Service; disagreeing with a score or policy result; changes to prices or features for future purchases; or accounts suspended or closed for breaking the Terms or Acceptable Use Policy.

Your agreement at checkout

Before an invoice is created you confirm that you have read this policy, that you want your plan to start as soon as your payment confirms, and that — where the law lets you give it up — you give up any right to cancel and get your money back once the service has started. We keep a record of that confirmation with the invoice.

What we do instead

We don't send money back, but we will make things right with plan time where it's fair:

• Outages on our side. If paid features are unavailable for more than 24 hours in a row because of a problem on Neptuv's side, we add the length of the outage to your plan. Ask us at the address below with the dates.
• Paid twice for one invoice. A transaction counts toward one invoice only. If you accidentally paid an invoice twice, send us both transaction hashes; we'll turn the second payment into the same value of plan time.
• Overpaid from your own wallet. Paying more than the invoice from the wallet you signed in with is accepted as payment in full. Large overpayments can be turned into extra plan time on request.
• Paid an expired invoice. If the transaction reached Neptuv's address, send us the hash and we'll apply it to a plan of the same value.

Payments sent on the wrong network, in a token we don't accept, or to any address other than the one on your invoice may not be recoverable at all. We'll look into it if you send the transaction hash, but we can't promise anything.

Invite credits

Free plan time earned through invites has no cash value and can't be exchanged or refunded.

Your legal rights

Nothing in this policy takes away rights you have under mandatory law that cannot be waived by agreement. If such a law gives you a right this page doesn't, that law wins.

Contact

Payment questions: [email protected] — include your invoice number and transaction hash.