Billing, Credits & Refunds

Every generation costs credits. The price depends on the model, and on what you asked it for (length, resolution and quality all move it), so the composer shows the cost of the run you have configured before you start it.

A run reserves an estimated maximum when it starts, not a final price. When the provider reports the real cost, the difference is released back to your balance. This is why a balance can dip while a long render is in flight and recover when it lands.

If a run fails, the reservation is released and you keep the credits. If a run fails after the provider already billed for it, the charge stands with the provider but is not passed on to you as a completed generation. Tell us the run and we will correct the balance.

Credits and plans are bought through a payment provider. Neuvix never receives or stores your card details; the provider handles the payment and returns only the transaction result.

A purchase is credited when the payment provider confirms it, which is checked against the provider directly rather than trusted from the page you were returned to. If you were charged and the credits have not appeared within a few minutes, that is a real fault. See below.

Your purchases, current balance and plan are on the Billing page.

Credits bought as a pack are valid for 90 days from the day the payment settles, and can be spent only while a paid plan is active on the account. Any paid plan will do. While no plan is active they wait, unspent. Whatever is left at the end of the 90 days expires, whether or not a plan is active.

A plan is a prepaid period. Buying one grants its credits at once and opens the period it covers, which is thirty days for each month you bought. Credits granted by a plan do not expire: they stay on the account after the period ends.

Nothing renews by itself. We do not store your card, no plan rebills, and there is no recurring charge to cancel. Buying again while a plan is still running extends it from the date it was already due to end, rather than throwing away what you paid for.

Pack credits are the exception: they stay on the account but cannot be spent until a paid plan is active again, and their own deadline keeps running in the meantime.

A purchase is refunded in these circumstances:

• You were charged twice for the same order, or charged for an order that never completed.
• The service was unable to deliver what you bought, and the failure was ours rather than a rejected request.
• The payment was not authorised by the account holder. Tell us immediately. This is also a security matter.

Credits already spent on completed generations are not refundable, and neither is dissatisfaction with a model’s output: a generation that ran and returned a result was delivered, whether or not it was the result you wanted. Pack credits that reached their deadline are gone and are not reinstated, and credits cannot be turned back into money. Where local consumer law gives you a stronger right than this paragraph, that law applies.

Refunds are returned to the original payment method. The time it takes to appear is set by your bank or provider, not by us.

Write to the address below with enough to find the payment. Include:

• The order reference from the Billing page, or the date, amount and currency of the charge.
• The email address on the Neuvix account.
• What went wrong, and the run identifier if a generation is involved.

Operator

Pioneers of Intelligence Ltd

Email

support@neuvix.io

Notice address

Office A, Innovation City Business Centre, RAK BANK ROC Office, Ground Floor, Al Rifaa, Sheikh Mohammed Bin Zayed Road, Ras Al Khaimah, United Arab Emirates

If you dispute a charge with your bank before contacting us, the account may be suspended while the dispute is open, because the provider reverses the funds and the credits have usually already been granted. Writing to us first is faster and does not put the account at risk.