Last updated: 2 October 2026
This policy applies to services sold by NeuralIndex IP Holding Company Pty Ltd. It is part of our Terms of Service.
Your statutory rights
Nothing in this policy excludes, restricts or modifies rights or remedies that cannot lawfully be excluded, including consumer guarantees under the Australian Consumer Law. Depending on the circumstances, a service that has a major problem may entitle an eligible consumer to cancel and receive a full or partial refund. A minor problem generally gives the supplier an opportunity to fix the service within a reasonable time.
Subscription cancellation
You may cancel a recurring subscription through the available account or support channel. Unless your order states otherwise or law requires a different outcome, cancellation stops the next renewal and access continues until the end of the current paid billing period.
Change of mind
We do not provide an automatic refund solely because you change your mind after a billing period has begun. We may consider a discretionary request based on use, timing and circumstances. This does not affect any statutory right to a remedy.
Billing errors and duplicate charges
If NeuralIndex charges the wrong amount or processes a duplicate charge, contact us so we can investigate and correct the error. Approved refunds are returned to the original payment method where practical.
Service problems
Tell us what went wrong and give us a reasonable opportunity to investigate and fix a minor problem. For a major failure or another situation covered by non-excludable law, the remedy may include cancellation, re-supply, a price reduction or a full or partial refund as applicable.
Optional add-ons
Any optional add-on fee will be disclosed and agreed before it is charged. Refund eligibility depends on the accepted order and applicable law. We will not add a mandatory fee that was not disclosed before purchase.
How to request a refund
Email support@neuralindex.ai with the account email, invoice or charge reference, date, amount and a short description of the issue. Do not send full card details. We may request information needed to verify the account and assess the request. We will respond within a reasonable time; payment-provider processing times can apply after approval.