Refund Policy

This policy applies to purchases for the international Neylora service at neylora.ai. It supplements our Terms of Service. It does not apply to purchases on the separate Russian website. The service operator is:

Dmitry Pelipas, Individual entrepreneur registered in the Kyrgyz Republic. Tax identification number (TIN): 23110198650059. Registration number: 002-2024-169-2294. Address: 424/63 Shabdan Baatyra Street, Bishkek, Kyrgyz Republic. Contact: support@neylora.ai.

Contact support@neylora.ai about an incorrect or duplicate charge, missing results, a service problem or a refund request. Include your account email, purchase date, amount, currency and order or transaction reference if available. Explain what happened. Do not send passwords, full payment-card details or security codes.

Email support@neylora.ai

Terms of Service

For an order processed by Paddle, Paddle is the merchant of record and handles payment refunds under its Buyer Terms and Refund Policy. This applies only to orders actually processed by Paddle; publishing this page does not mean checkout is already available.

Request a refund through the support link in your Paddle receipt or at paddle.net. Neylora support can help investigate service problems and identify the order. Paddle's purchase terms and any stronger mandatory rights take precedence over conflicting limits in Neylora's terms.

Paddle purchase and refund support

Paddle Refund Policy

Paddle Buyer Terms

If a generation finally fails without delivering a result, reserved credits are released or deducted credits are returned automatically or following support review. A pending request or a temporary error does not necessarily mean final failure. Contact support if a result is missing or unusable because of a technical problem.

A return of internal credits is separate from a monetary refund. We do not replace money with credits without your agreement where you are entitled to a monetary refund.

For unused prepaid credit packs, a refundable unused paid portion is assessed against the amount actually paid. Subscription requests take account of the purchased plan and service actually supplied. Logging in or receiving credits alone does not establish full performance. Free bonus and trial credits have no independent cash value.

Disliking an artistic result does not by itself establish defective delivery. You may still report failure to meet the agreed parameters, missing functionality or other defects. Mandatory rights and the applicable Paddle purchase terms remain available.

For Paddle subscriptions, use the management link in the subscription confirmation email or ask Paddle support to cancel. Cancellation prevents future renewals and normally takes effect at the end of the current billing period. Cancelling renewal and requesting a refund are separate actions.

If you cannot access the cancellation controls, contact support@neylora.ai. Deleting the app or stopping use of Neylora is not a cancellation request.

Statutory withdrawal rights, including applicable 14-day rights, depend on your location and the purchase. For Paddle orders, consult its Refund Policy for regional periods and conditions. We do not treat account creation or credit allocation alone as a waiver of mandatory rights.

Paddle may consider discretionary refund requests made within 14 days of the transaction; submitting a request does not guarantee approval. Mandatory rights are unaffected. Approved Paddle refunds use the original payment method where possible; processing deadlines follow Paddle's Refund Policy and applicable law.

Nothing in this policy excludes mandatory rights relating to non-delivery, defects, cancellation or refunds, or imposes a fixed cancellation penalty. Contact us promptly about a problem so we can investigate it; this does not shorten any statutory period.