Refund Policy

Where a paid plan is available, its price, renewal, and cancellation terms are shown before purchase and in Billing. Cancellation takes effect at the end of the current paid period. Permanently deleting an account ends product access and removes remaining Credits.

To request a cash refund or report a payment issue, contact support@neyvo3d.com and provide your account email and relevant transaction details.

When a generation fails, the Credits reserved for it are released back to your balance automatically and immediately. You do not need to contact support, and released Credits behave exactly like the rest of your monthly allotment.

The single exception is a failure caused by a clear Acceptable Use Policy violation, where Credits may be forfeited.

If a completed model is clearly defective — for example severe geometry artifacts unrelated to your input photos — you can request a Credit refund from the model page or through support. Each request is reviewed by our team against the input photos and generation details.

Approved requests return the request's Credits to your balance as a refund Credit grant. Credit refunds are reviewed case by case and are not instant or guaranteed; they are adjustments in Credits, not cash.

The trial uses 100 trial Credits rather than payment, so there is no cash amount to refund. Trial results can be inspected in the browser, and the Lightweight GLB can be downloaded; the Full-quality file requires a plan.

Open a support ticket from the Support page, choose the generation-quality category, and select the related model or request. Include a short description of what went wrong and, where useful, screenshots. You must submit the review request within 14 calendar days after the model is successfully generated. A timely review keeps the associated generation photos on an evidence hold until the review is finally closed; they then enter scheduled deletion immediately and are processed within the next 24-hour scheduling window.

We aim to respond to Credit reviews within five business days. Approved Credit adjustments appear in your balance with a corresponding entry in your Credit ledger.

Partial cash-refund requests require manual review and do not automatically change Credits, subscription access, or model access. If we approve and process a full refund, unused Credits funded by that payment are removed and future subscription Credit grants stop; models that were already completed remain downloadable for their applicable access period. A verified chargeback, unauthorized-payment claim, or confirmed fraud also blocks model downloads. We may ask for information needed to associate a request with the correct payment and will not change account entitlements when that association cannot be verified.

Nothing in this policy limits a refund, cancellation, cooling-off, or other mandatory consumer right that cannot legally be waived in your jurisdiction. We may update this policy from time to time; material changes are announced in the app or by email before they take effect.

For a cash refund, email support@neyvo3d.com. Questions about Credit adjustments may also be submitted through the in-app Support page.