Effective Date: January 11, 2025
Our Commitment to Customer Satisfaction
At neogpt.engineering, we are committed to providing exceptional value through our prepaid AI API gateway. We understand that our service may not fit every team's workflow, which is why we offer a straightforward refund policy to keep things fair.
Credit Purchase Refunds
NeoGPT AI sells prepaid API credits. If a credit purchase was made in error, contact support within 30 days before the credits are used.
Prepaid Credit Packs
Pay-as-you-go, Builder, and Enterprise credits
- Unused credits: Refunds may be available when the purchase was accidental and credits have not been consumed
- Used credits: Consumed model, coding, and image usage is generally not refundable
- Enterprise commitments: Refund and cancellation terms are handled in the signed order or procurement agreement
- After 30 days, subscriptions may be cancelled but are non-refundable
Lifetime Plans
- Lifetime access plans are refundable within 30 days of purchase
- After 30 days, lifetime plans are non-refundable
Credit Package Refunds
Pay-as-you-go credit packages have different refund terms:
- Unused credits: Fully refundable within 14 days of purchase
- Partially used credits: Refund calculated based on unused portion within 14 days
- Credits expire 12 months from purchase date and are non-refundable after expiration
How to Request a Refund
- Email us: Send your refund request to support[at]neogpt.engineering
- Include details: Provide your account email, order number, and reason for the refund
- Processing time: We will review your request within 2 business days
- Refund completion: Approved refunds are processed within 5-10 business days
Refund Processing
Payment Methods
- Refunds are issued to the original payment method used for the purchase
- Credit card refunds typically appear within 5-10 business days
- Refund processing times may vary by payment rail
Currency and Exchange Rates
- Refunds are processed in the original currency of purchase
- Exchange rate fluctuations between purchase and refund dates are not covered
Partial Refunds and Proration
In certain circumstances, we may offer partial refunds:
- Mid-cycle cancellations: Pro-rated refunds may be available for annual plans cancelled within the first 30 days
- Service credits: In lieu of refunds, we may offer service credits for future use
- Promotional purchases: Items purchased with promotional discounts may be refunded at the discounted rate
Non-Refundable Items
The following are not eligible for refunds:
- Subscriptions after the 30-day guarantee period
- Credits that have been used or have expired
- Custom enterprise solutions (governed by separate agreements)
- Add-on services unless specifically stated otherwise
Account Status After Refund
- Your account will have paid access removed after refund processing
- Chat history and saved data will be retained according to our data retention policy
- You may re-subscribe at any time, but the 30-day guarantee applies only to initial purchases
Dispute Resolution
If you're not satisfied with our refund decision:
- Contact our support team for clarification at support[at]neogpt.engineering
- Provide additional information to support your refund request
- If necessary, disputes may be escalated to management for final review
Chargebacks
We encourage customers to contact us directly for refunds before initiating chargebacks. Accounts associated with chargebacks may be suspended pending resolution.
Policy Changes
We reserve the right to modify this refund policy at any time. Changes will be effective immediately upon posting to our website. The refund policy in effect at the time of your purchase will apply to that transaction.
Contact Us
If you have any questions about our refund policy, please contact us:
- Company: AltaLink Core LLC
- Mailing Address: 1500 N GRANT ST, STE N, Denver, CO 80203
- Email: support[at]neogpt.engineering
- Support Hours: Monday-Friday, 9:00 AM - 6:00 PM PT (U.S.)
- Response Time: Within 24-48 business hours
Legal Information
This refund policy is governed by the laws of the State of Colorado, United States. For complete terms and conditions, please refer to our Terms of Service.
