Refund Policy

We want you to pay only for results you can use. These rules apply to every purchase on NeatPix.

Automatic full refunds

• Within 7 days of purchase, if you have used no more than 5 credits since buying. This is available once per customer.
• If you accidentally bought the same product twice within 10 minutes, we refund the second purchase.

Outages

If a purchase was made during a confirmed outage, a refund request for it within 30 days is approved automatically, and it does not count toward the once-per-customer limit. If you prefer, we add credits to your balance instead.

Other requests within 30 days

Other requests within 30 days of purchase are reviewed individually. We usually refund the credits you have not used, or add bonus credits instead.

After 30 days

Purchases older than 30 days are not refunded, except after a confirmed outage or if you were charged twice for the same product.

Failed runs

If a run fails or times out, its credits are returned to your balance automatically. No request needed.

How to request a refund

Use the Request refund button next to the order on your account page, or email support@neatpix.com from the address on your account with your order number. Refunds go back to the original payment method through Creem, our merchant of record. Credits from a refunded purchase are removed from your balance.

Please contact us before disputing a charge with your bank. It is faster for you and for us.