This is an English translation provided for convenience. In case of any discrepancy with the Russian version, the Russian text prevails. The agreement is governed by the laws of the Russian Federation.
1. General provisions
This Refund Policy (the "Policy") sets out the conditions and procedure for refunding payments for the Ai.Neiroset Service available at https://ai.neiroset.com/.
The Policy is developed in accordance with the Law of the Russian Federation No. 2300-1 of 7 February 1992 "On the Protection of Consumer Rights" and the Civil Code of the Russian Federation.
2. Conditions for a refund
2.1. A refund is possible only in the following case:
- The Service is unavailable for 24 consecutive hours — if the Service was completely unavailable for 24 hours continuously and the User could not use the paid services during that period;
- Double or erroneous charge of funds.
Important: By using the Service and making a payment, the User agrees that refunds are made only when the Service is unavailable for 24 hours continuously. The User confirms that they had the opportunity to try the Service for free before paying, using free tokens granted at registration, and to evaluate the generation quality and functionality before deciding to purchase.
2.2. Refunds are not made in the following cases:
- For Tokens already used for image generation, even partially;
- For free Tokens granted at registration or under promotions;
- After expiration of purchased Tokens;
- If the User is dissatisfied with the quality of generated images (generation quality depends on AI algorithms and is not guaranteed);
- For brief technical glitches lasting less than 24 hours continuously;
- If the User changed their mind about the purchase;
- If the generation result does not meet the User's expectations;
- If the User did not use the purchased Tokens by their own choice;
- If the User violated the Terms of Service;
- If the User deleted their account;
- For subjective reasons related to personal preferences.
3. Refund procedure
To request a refund:
Step 1. Send a refund request
Email ai@neiroset.com with the subject "Refund request".
Step 2. Provide information
In the email, please include:
- Email used at registration;
- Date and amount of payment;
- Reason for the refund;
- Refund details (card number or bank account).
Step 3. Wait for review
We will review your request within the established timeframes and notify you of the decision.
3.1. Once the refund request is approved, funds will be returned to the bank card or account from which the payment was made.
3.2. If payment was made via a payment system, the refund period may depend on the rules of that payment system and your bank.
4. Partial refund
4.1. If part of the purchased Tokens has been used, the refund is made only for the unused portion proportionally to the pack price.
Calculation example for regular plans:
- Pack purchased: a certain number of tokens;
- Used: part of the tokens;
- Calculation: pack price ÷ number of tokens = price per token;
- Refund amount: number of unused tokens × price per token.
4.2. Refunds for unlimited plans:
4.2.1. For unlimited plans, refunds are calculated based on the actual generations performed and the current token price at the moment of the refund request.
4.2.2. The refund amount is calculated by the formula:
Formula: Refund = Plan price − (Number of generations × Token price at refund time). If the result is negative or zero, no refund is made.
Example No. 1 (no refund):
- An unlimited plan was purchased at the current price;
- Many generations were performed;
- Calculation: plan price − (number of generations × per-token price at refund time);
- Result: no refund if the cost of used generations equals or exceeds the plan price.
Example No. 2 (refund granted):
- An unlimited plan was purchased at the current price;
- A small number of generations were performed;
- Calculation: plan price − (number of generations × per-token price at refund time);
- Result: a refund is granted if the cost of used generations is less than the plan price.
4.2.3. A refund for an unlimited plan is possible only within the period set from the moment of purchase.
4.2.4. The price of one token (generation) is determined based on current Service prices at the moment of the refund request.
5. Technical issues and Service unavailability
5.1. A refund related to technical Service unavailability is granted only when all the following conditions are met:
- Continuous unavailability for 24 hours — the Service must be entirely unavailable for 24 hours continuously;
- Documentary proof — the User must provide evidence of access attempts during that period;
- Timely notice — the refund request must be submitted within 3 days from the moment the Service is back online.
5.2. Brief technical glitches (under 24 hours continuously) are a normal part of any web service operation and are not grounds for a refund.
5.3. Scheduled technical work and updates with prior notice are not grounds for a refund.
6. Refund denial
We may deny a refund if:
- The set period since purchase has elapsed;
- All purchased Tokens have been used;
- The reason for refund is subjective dissatisfaction with the generation result;
- The User violated the Terms of Service;
- Signs of fraud or abuse have been detected.
If the refund is denied, we will provide a written justification of the decision.
7. Refund timeframes
- Request review — within the established timeframe.
- Funds refund — from the moment of approval.
- Receipt on card — depends on the issuing bank and payment system.
8. Contacts
If you have questions about refunds or want to file a refund, contact us:
Email: ai@neiroset.com
Subject: "Refund request".
Sole Proprietor Pavel Sergeevich Bataev
TIN 540135549436
OGRNIP 322547600138098
Legal and postal address: 630015, Novosibirsk, Trikotazhnaya St. 29, apt. 57
9. Dispute resolution
9.1. All disputes between the Parties are resolved by negotiation. If the dispute cannot be resolved by negotiation, the Parties have agreed on a mandatory pre-trial (claim) procedure.
9.2. The Party who believes its rights are violated must send the other Party a written claim stating the breaches and the requirements to resolve them. The deadline for review and reply is 10 calendar days from the date of the claim.
9.3. If no agreement is reached, all disputes are referred to the Arbitration Court at the location of the Provider.
10. Changes to the Policy
10.1. We reserve the right to change this Policy.
10.2. The current version of the Policy is always available at https://ai.neiroset.com/refund.