Legal
Support
Most questions are answered by a screen you already have. If yours is not, write to us, and bring the few details that let us look at the right thing first time.
Effective date:
1. Try these first
These five screens answer the majority of what reaches us.
- Library
- Every generation you have run, including the ones that failed and why. A result that seems to have vanished is almost always here.
- Billing
- Your balance, plan, purchases and order references.
- Security settings
- Password, two-factor authentication and active sessions. Sign out everywhere from here if a session looks wrong.
- Connected apps
- Social accounts and third-party clients you have authorised, and the switch that revokes any of them.
- Account & data
- Export your data, or delete the account and everything under it.
All but one of these are inside your account, so opening one signed out will take you through sign-in and then straight back to it.
2. Contact us
Write to the support address below from the email address on your account where you can. It is the fastest way for us to be sure we are looking at the right account.
- Operator
- Pioneers of Intelligence Ltd
- 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
Support is handled by people, not around the clock, and no response time is guaranteed. Anything reported as a security or safety issue is prioritised.
3. What to include
A first reply can be an answer instead of a question if the message carries:
- The email address on the account.
- The run, order or post identifier, copied from the screen it appears on.
- Roughly when it happened, and your time zone.
- What you expected to happen, and what happened instead, including the exact error text if there was one.
- Your browser and device, if it looks like a display or upload problem.
Never send a password, an API key or a recovery code. We will never ask for one, and anything you send us stops being secret. If you have already sent a key, rotate it in Settings.
4. Specific kinds of request
Some requests have a page of their own that will answer faster than a message:
- Reporting content or conduct: Acceptable Use Policy.
- Data access, correction, export or deletion: Privacy Policy.
- A charge, a balance or a refund: Billing, Credits & Refunds.
- A copyright or likeness claim: Licenses.
5. Outages
There is no public status page yet. If generations are failing across the board rather than for one request, say so in your message. A platform-wide failure is treated differently from a single run, and knowing it is widespread is useful to us.