Refund Policy

This Refund Policy explains when and how NeuroDocs Ltd will issue refunds for payments made to use the NeuroDocs service. By subscribing to any paid plan, you agree to this policy.

If you have a question about a specific charge, contact our billing team at billing@neurodocs.io before requesting a refund.

All new accounts receive 10 sessions free with no credit card required. No payment is taken during the trial period, so no refund is applicable. When your trial sessions are exhausted, you will be prompted to choose a paid plan before generating additional sessions.

Monthly subscription fees are charged at the start of each billing period and are non-refundable once the period has begun. You retain access to all paid features until the end of the billing period you have paid for.

If you cancel your monthly subscription, your access continues until the end of the current billing period. No partial refunds are issued for unused days within a paid period.

Annual subscriptions are billed upfront for 12 months. If you cancel an annual subscription:

• Within 14 days of the annual renewal date and before generating more than 5 sessions in the new period: you are entitled to a full refund of the unused annual fee.

• After 14 days or after generating more than 5 sessions: a prorated refund will be calculated based on the number of complete calendar months remaining in your subscription period, less a 10% administration fee.

To request a refund for an annual subscription, email billing@neurodocs.io with your account email and reason for cancellation.

If you purchase additional session credit packs (available to Free plan users as an add-on), unused credits are refundable within 14 days of purchase provided that fewer than 3 credits have been used from the pack.

After 14 days or once 3 or more credits have been used, session credit packs are non-refundable.

Refund terms for Team and Enterprise plans are governed by the individual order form or Master Services Agreement (MSA) agreed at the time of purchase. If no separate agreement exists, the standard annual subscription refund policy in Section 4 applies.

Seat reductions mid-contract are not eligible for prorated refunds unless agreed in writing with your account manager.

We will issue a full refund regardless of the above timelines if:

• You were charged incorrectly due to a billing error on our part.

• The service experienced a major outage (>4 hours of downtime) that prevented you from using a session you paid for.

• You were charged after submitting a valid cancellation request that we failed to process.

In these cases, contact billing@neurodocs.io with details and we will resolve the issue within 5 business days.

Approved refunds are issued to the original payment method within 5–10 business days, depending on your card issuer. We are unable to issue refunds to a different payment method than the one used for the original charge.

If your original payment method is no longer valid (e.g. expired card), we will issue a refund via bank transfer to a UK or international account. Contact billing@neurodocs.io to arrange this.

We encourage you to contact us before raising a chargeback with your bank or card provider. In most cases, we can resolve billing disputes faster directly. Filing a chargeback without first contacting us may result in suspension of your account pending resolution.

For all refund and billing queries:

Email: billing@neurodocs.io

Response time: within 2 business days

NeuroDocs Ltd, 100 Euston Road, London, NW1 2DB, United Kingdom