Refund Policy

We refund when Nemu is the reason you could not get what you paid for. If our platform failed, went down or kept you from using a paid feature, we give money back in proportion to the harm. We do not refund a purchase that worked as described but turned out not to be what you wanted.

Payments for Nemu are processed by Dodo Payments, our Merchant of Record and authorized reseller. We decide on refunds under this policy, and Dodo Payments issues them to your original payment method.

• -Downtime or an outage on Nemu's side that made the gateway, the chat, the computer, the reader or the console unavailable to you.
• -A paid feature that does not work because of a fault in our platform, where we could not fix it within a reasonable time after you reported it.
• -Loss of service caused by our infrastructure, such as a failed deployment, data loss on our systems or a billing bug that locked you out of a plan you paid for.
• -A charge our systems made in error, such as a duplicate charge or a renewal taken after your cancellation had already taken effect.

The amount follows the damage. We look at how long the problem lasted, how much of the service it affected and how far it stopped you from using what you paid for, measured against the billing cycle it happened in.

• -Short or partial disruption: a partial refund of the affected cycle, proportional to the time and features lost.
• -The service was substantially unusable for most of a cycle: a full refund of that cycle.
• -A charge made in error: a full refund of that charge.

Where it suits you better, we can add platform credits or extend your current cycle instead of refunding money, but only if you agree to it.

• -You bought the wrong plan, or a plan with more or less than you needed. Upgrades apply straight away and downgrades apply at the end of the cycle, so change the plan instead.
• -You changed your mind, or did not use the service or your credits during the cycle.
• -Credits that were unused, expired at the end of a cycle or were issued through a campaign or the referral program.
• -Problems caused by a model provider, integration or key you connected yourself, or by an outage at a third party outside our control.
• -Limits working as described for your plan, such as a quota, a rate limit or credits running out.
• -An account suspended or terminated for breaking our Terms of Service.
• -The rest of a cycle after you cancel. Cancellation stops the next renewal and you keep access until the paid cycle ends.

Nothing in this policy removes a right you have under mandatory consumer law. If you buy as a consumer in the European Union, the United Kingdom or another country with a statutory right to withdraw from an online purchase, you can use that right within the period the law gives you. Because your subscription starts as soon as you pay, a withdrawal may be refunded minus the proportionate value of the service already provided, where the law allows that.

Write to [email protected] from the email address on your account within 30 days of the charge the request relates to. Tell us what went wrong, when it happened and what it stopped you from doing. Screenshots, request IDs or error messages help us confirm the fault quickly.

We confirm the fault against our own records and reply by email with the amount we will refund. An approved refund is issued through Dodo Payments to the payment method you used, and Dodo Payments sends you a refund receipt. How long it takes to show on your statement depends on your bank.

Please contact us before you open a dispute with your bank. Most problems are resolved faster by email, and a chargeback opened without contacting us first can lead to the account being suspended while it is investigated. Purchases are also covered by the Dodo Payments Buyer Terms, which ask you to contact them before raising a dispute.