Refund Policy

This Refund Policy explains when NeuroSound may provide refunds for purchases of track credits and how to request a refund.

This policy applies to purchases made directly from NeuroSound. It does not limit or exclude any statutory right, remedy or protection that cannot lawfully be excluded or restricted.

1. Purchases covered by this policy

NeuroSound currently offers the Starter, Creator and Studio credit packs through one-off purchases.

Each credit pack provides the number of track credits and the features and benefits specified for that pack at the time of purchase. The track credits may be used to generate music through the Service, subject to the applicable Terms of Service.

This Refund Policy applies to purchases of these one-off credit packs.

If NeuroSound introduces subscriptions or other recurring payment products in the future, separate cancellation and refund terms may apply to those products and will be presented before purchase.

2. Your statutory consumer rights

If you are a consumer, you may have statutory rights under applicable consumer protection law.

Nothing in this Refund Policy limits or excludes any right or remedy that cannot lawfully be limited or excluded, including rights relating to digital content or services that are faulty, not as described, or not provided in accordance with applicable legal requirements.

Depending on the circumstances, you may be entitled to a repair, replacement, price reduction, refund or other remedy.

These statutory rights apply separately from any voluntary refund offered by NeuroSound under this policy.

3. Cancellation of digital content and the 14-day period

If you are a consumer, you may have a statutory right to cancel a distance contract within 14 days, subject to applicable law and the nature of the product or service purchased.

NeuroSound may make track credits available immediately after purchase and may provide access to the AI music generation service immediately after purchase. Where applicable law requires your express consent to the immediate supply of digital content or the immediate performance of a service, we will obtain that consent before supply begins.

Where applicable law provides that your statutory cancellation right is lost or affected once supply begins following the required consent and acknowledgement, that right will apply only to the extent and in the circumstances provided by applicable law.

If the legally required consent or acknowledgement has not been obtained, NeuroSound will not rely on the immediate supply of the Service or digital content as automatically removing or limiting your statutory cancellation right.

Your statutory cancellation rights may vary depending on your country of residence, the nature of the product or service purchased and the applicable law.

4. Refunds for unused credits

If you have purchased a credit pack and have not used any credits from that purchase, you may request a refund within 14 days of the purchase, subject to any applicable statutory rights.

Where the request falls within a statutory cancellation right and the applicable legal requirements for cancellation have been met, we will provide the refund required by law.

Where a refund is provided voluntarily under this policy, the amount refunded will normally correspond to the amount paid for the applicable credit pack.

5. Partially used credit packs

If you have used one or more credits from a credit pack, the treatment of the purchase depends on the reason for the refund request and any statutory rights that apply.

Where a statutory cancellation right has been validly waived following the legally required express consent and acknowledgement, NeuroSound is not required to refund the portion of the purchase corresponding to digital content or services that have already been supplied, except where another statutory right or remedy applies.

Outside any statutory entitlement, NeuroSound may, at its discretion, consider a refund of unused credits from a partially used credit pack.

Any discretionary refund will be assessed based on the circumstances of the request and does not create a general entitlement to a pro-rata refund or limit any statutory right or remedy that may apply.

6. Failed generations and technical problems

A successful music generation uses one track credit.

If a generation fails before a Generated Track is successfully created, the applicable credit will not be charged or will be restored to your account, as applicable.

If a technical error results in a credit being deducted without a successful generation, please contact us. We will investigate the issue and, where appropriate, restore the affected credit or provide another appropriate remedy.

If a technical problem prevents you from using a paid feature or means that the Service does not conform to the contract, you may have statutory rights to a repair, replacement, price reduction, refund or another remedy depending on the circumstances and applicable law.

Nothing in this section limits any statutory right or remedy that cannot lawfully be excluded or restricted.

7. Incorrect or duplicate payments

If you have been charged more than once for the same purchase, or if you believe that you were charged an incorrect amount, please contact us as soon as possible.

We will investigate the transaction and, where an incorrect or duplicate charge is confirmed, refund the amount that was incorrectly charged.

8. Refunds and generated tracks

If a refund is granted for a credit pack, NeuroSound may remove or deactivate any unused credits associated with that purchase.

Where a refund relates to a purchase for which credits have already been used, any effect of the refund on your rights to use Generated Tracks will depend on the reason for the refund and the applicable Terms of Service and AI Music Licence & Intellectual Property Policy.

Nothing in this section removes any rights that cannot lawfully be removed or affected by a refund.

9. How to request a refund

To request a refund, contact us at:

hello@neurosound.net

Please provide:

• the email address associated with your NeuroSound account;
• the date of the purchase;
• the amount charged;
• your order or transaction reference, if available; and
• a brief explanation of your request.

We may request reasonable additional information where necessary to verify your account, purchase or refund request.

You do not need to provide a reason where you are exercising a statutory cancellation right that does not require one.

10. Refund processing

Where a refund is approved, we will normally issue it to the original payment method used for the purchase, unless applicable law requires or permits another method or you expressly agree otherwise.

Where a statutory refund is due, we will process it within the period required by applicable law.

For voluntary refunds, we will normally process an approved refund without undue delay.

Once we have submitted a refund, the time it takes for the funds to appear in your account may depend on your payment provider, card issuer or bank.

We do not charge an administrative or processing fee for a refund that is required by applicable law.

11. Chargebacks and payment disputes

If you do not recognise a transaction, believe that you have been charged incorrectly, or have another payment dispute, you may contact us at hello@neurosound.net so that we can investigate and, where appropriate, resolve the issue directly.

You remain entitled to use any lawful chargeback or payment dispute procedure available through your bank, card issuer or payment provider.

Contacting NeuroSound before initiating a chargeback is not a condition of exercising any statutory or contractual right.

We may take reasonable steps to prevent duplicate refunds or investigate suspected fraud or unauthorised transactions.

12. No waiver of statutory rights

Nothing in this Refund Policy is intended to:

• exclude or restrict your statutory consumer rights;
• prevent you from exercising a statutory cancellation right where it applies;
• exclude or restrict remedies available to you for faulty or improperly supplied digital content or services; or
• prevent you from exercising any other right or remedy that cannot lawfully be excluded or restricted.

If any provision of this Refund Policy conflicts with a mandatory provision of applicable law, the mandatory provision will prevail.

13. Contact

If you have questions about refunds, cancellations or payments, please contact us:

OBJECT&FORM LIMITED
Company number: 17413696
Registered office: Initial Business Centre Unit 7, Wilsons Business Park, Manchester, United Kingdom, M40 8WN
Email: hello@neurosound.net
Website: neurosound.net