This Policy describes the circumstances under which Neomeric Pty Ltd will refund subscription fees paid for NeoMind. It is supplementary to, and does not limit, your rights under the Australian Consumer Law.
1. Trial period
New accounts include a free trial. You will not be charged during the trial and may cancel at any time before it ends without liability for fees.
2. Monthly subscriptions
NeoMind subscriptions are billed monthly in advance. If you cancel, the subscription remains active until the end of the current billing period and is not pro-rated.
We will, on request submitted within fourteen (14) days of your first subscription charge, refund that charge in full when the account has had de minimis usage during that billing period (defined as fewer than ten (10) agent-handled conversations and no voice minutes consumed). This satisfaction guarantee applies to the first billing period only, once per customer; renewal charges are not refundable under this clause. [LEGAL REVIEW REQUIRED] confirm the “de minimis” thresholds for AU consumer-protected customers.
We may decline refund requests that, in our reasonable assessment, constitute misuse of this guarantee — including repeated subscribe-and-refund patterns across accounts, substantial use of the service before requesting a refund, or requests connected with fraudulent payment activity. Nothing in this section limits your rights under section 5.
3. Annual subscriptions
Where you have prepaid for an annual subscription, refunds for the unused portion are considered on a case-by-case basis. Contact billing@neomeric.com.
4. Service failures
If NeoMind fails to meet the service levels described in your order form (or, where no order form exists, the service-level statements published at neomeric.com), you may be entitled to a credit or refund. Contact us within thirty (30) days of the event.
5. Australian Consumer Law
Nothing in this Policy excludes or restricts your rights under the Australian Consumer Law, including the consumer guarantees of acceptable quality, fitness for purpose, and supply with due care and skill. [LEGAL REVIEW REQUIRED] consider whether a separate consumer guarantee summary is required for B2C customers given NeoMind's predominantly B2B positioning.
6. How to request a refund
Submit a refund request from the dashboard Billing settings page, or email billing@neomeric.com. We aim to respond within seven (7) business days. Approved refunds are processed back to the original payment method.
7. Disputes
If you disagree with our refund decision, please reply to the determination email within fourteen (14) days. Persistent disputes may be escalated to the Australian Financial Complaints Authority (afca.org.au) or, for general consumer matters, the relevant state consumer-affairs body.