Refund Policy

Paid Nekoly plans include monthly allowances such as approximately 20,000 creative credits, up to 20 competitor library scrapes per billing period, and storage of approximately 2 GB for brand assets and generated creatives (may vary with your brand library). Exact limits may be shown in your account or at checkout. The free tier uses a limited one-time credit grant and is not a paid subscription.

Nekoly is a subscription service that consumes computational resources, third-party AI usage, infrastructure, and operational costs from the moment a paid subscription begins. As a general rule, subscription fees are non-refundable after the Money-Back Guarantee period, except in the specific cases set out below or where required by applicable law.

This means we do not generally provide refunds for:

• The unused portion of a current billing period (cancellation ends auto-renewal—see Section 6);
• Failure to use the Service during a paid period;
• Failure to cancel before automatic renewal;
• Dissatisfaction with creative style, copy tone, or subjective quality where the Service functioned as described;
• Ad performance, ROAS, CPA, reach, or Meta ad approval outcomes, which depend on many factors outside our control;
• Change of mind or switching providers after the guarantee window;
• Issues caused by your Meta account status, hosting, third-party tools, or platform changes outside our control;
• Accounts terminated for breach of our Terms;
• Usage that exceeded the fair-use limits described in our Money-Back Guarantee.

We will issue a refund in the following circumstances:

3.1 Money-Back Guarantee

First-time paid subscribers may request a refund within 14 days of their initial subscription under the Money-Back Guarantee. That guarantee is the primary path for new customers who decide Nekoly is not right for them—please use it.

As a fair-use line, the guarantee is not available where, before the request, you have exceeded either: 5 creative generation runs, or 1 competitor library scrape job. Full details are in the Money-Back Guarantee.

3.2 Billing errors

If you have been charged in error—including duplicate charges, charges after a confirmed cancellation, or amounts inconsistent with your selected plan—we will investigate and refund the verified error.

3.3 Unauthorized charges

If a charge to your payment method was unauthorized, contact us immediately. We will suspend the account, investigate, and refund verified unauthorized charges. Where appropriate we will cooperate with your card issuer.

3.4 Material service failure

If the Service is materially unavailable or unable to deliver its core functionality (creative generation, competitor research where included in your plan, and workspace access) for an extended period, and you notify us and give us a reasonable opportunity to resolve the issue, we may issue a prorated refund covering the period of the failure.

3.5 At our discretion

We may issue a partial refund, credit, or extension when we believe it is the right thing to do—for example, where you experienced setup difficulties, where our team made a mistake, or where you encountered an unusual issue.

If you are a consumer (acting outside your trade, business, craft, or profession) ordinarily resident in the EU or EEA, you have a statutory right to withdraw from your subscription within 14 days of starting it, under the Consumer Rights Directive (2011/83/EU).

Important—immediate performance. Nekoly is a digital service that begins performance as soon as you subscribe (your account is created, brand workflows may run, and AI features become available within minutes). By subscribing, you expressly request and consent to the Service beginning immediately, and you acknowledge that:

• The Service is a digital service that begins performance during the withdrawal period at your request;
• You may lose your statutory right of withdrawal once the Service has been fully performed; and
• For services already provided when you exercise your withdrawal right, you may be required to pay a proportionate amount corresponding to the services rendered up to that point.

In practice, if you withdraw within 14 days of your initial paid subscription, we will refund your first billing period in full provided you have not previously received a refund from us, are not breaching our Terms, have stayed within the fair-use limits in our Money-Back Guarantee (in particular, no more than 5 generation runs and no more than 1 competitor scrape before the request), and submit your request via the Money-Back Guarantee process.

This approach is designed to be straightforward for customers. Nothing in this section limits any mandatory statutory rights you may have under the consumer protection laws of your country of residence.

If you are a consumer in the United Kingdom, the protections in Section 4 apply to you on materially equivalent terms under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you are a consumer resident in a U.S. state with statutory cancellation or refund rights, those rights continue to apply notwithstanding anything in this policy.

You can cancel your subscription at any time:

• From your account: log in, open dashboard Settings, choose Manage billing, and follow the Stripe Customer Portal prompts to cancel renewal (when Stripe billing is enabled).
• By email: write to [email protected] from the email address registered on your account.

Cancellation takes effect at the end of your current billing period. You retain access until then, and you will not be charged again unless you reactivate. Your data is retained in accordance with our Privacy Policy.

Send an email to [email protected] with:

• Subject line: "Refund Request" (or "Money-Back Guarantee Request" if you are within the guarantee window)
• The email address associated with your account
• The invoice number or charge date, if available
• A brief description of the reason

We will acknowledge your request within one business day and provide a written decision within five to seven business days. We may ask for additional information to verify the request.

If your refund is approved:

• We refund to the original payment method used for the charge;
• Processing on our side takes up to 10 business days; your bank or card network may take additional time;
• We refund the amount actually charged;
• We do not refund foreign exchange spreads or fees imposed by your bank or card issuer.

If you have a billing concern, please contact us first at [email protected]. We aim to resolve issues quickly and in good faith. Filing a chargeback before contacting us may result in:

• Account suspension while the dispute is investigated;
• Termination of the account if the chargeback is determined to be unwarranted;
• Future subscription requests being declined.

We respond to chargebacks through the card network's standard process with documentation showing the service was provided as described. We do not impose penalty fees for chargebacks.

Subscriptions are billed in U.S. Dollars (USD) unless another currency is explicitly shown at checkout. Refunds are issued in the same currency in which you were charged, in the same amount, regardless of exchange rate fluctuations between the charge and the refund.

We may update this Refund Policy from time to time. If a change is material, we will notify you by email or in-product notice at least 30 days before it takes effect, except where a shorter timeline is required by law. The "Last updated" date at the top reflects the most recent revision.

Changes do not apply retroactively to refund requests made before the change.

This Refund Policy is governed by the laws of the Republic of Lithuania and is subject to the dispute resolution provisions in our Terms of Service. Mandatory consumer protection laws of your country of residence apply where they grant you stronger rights.

Reviu app, MB

Billing and refunds

V. Nagevičiaus g. 3, LT-08237 Vilnius, Lithuania

Email: [email protected]