Fair, and written plainly

This policy applies to custom development, design, automation, AI and optimisation services purchased from NeuroSiteAI. Where a signed proposal, statement of work or contract sets out different refund terms, that document takes precedence over this page.

If you cancel before we have begun work on your project, you receive a full refund of anything you have paid. “Begun work” means the point at which we have started the first agreed milestone — not the point at which we issued an invoice or held a discovery call.

Projects are divided into milestones, each with its own deliverable and price, agreed in writing before work begins. If you cancel mid-project:

• Milestones we have completed and delivered are payable in full and are not refundable.
• The milestone in progress is charged pro rata, based on the work completed at the point of cancellation.
• Milestones not yet started are refunded in full, or not invoiced.

We will provide a written breakdown of what was completed so you can see how the figure was reached.

Custom development hours that have been worked and delivered — including design, engineering, configuration, integration and deployment time — are not refundable. This is because the work is bespoke to your project and cannot be resold.

This does not limit our obligation to fix defects. If a delivered milestone does not meet the specification we agreed, we correct it at no additional cost.

Amounts paid on your behalf to third parties — hosting, domains, licences, paid APIs, app store fees, advertising spend — are refundable only to the extent that the third party refunds them to us.

Ongoing support arrangements can be cancelled with written notice as set out in your agreement. Fees already paid for a support period that has been provided are not refundable; a period that has not yet begun is refunded in full.

Email contact@neurositeai.com with your project name, the invoice or payment reference, and a short description of why you are requesting a refund.

• We acknowledge every request within two business days.
• We give a written decision, with a work breakdown, within five business days.
• Approved refunds are issued to the original payment method within ten business days.

If you disagree with a refund decision, reply to our written response and ask for it to be reviewed. We would rather resolve a disagreement directly and in writing than leave it unresolved.

We may update this policy. The version that applies to your project is the one published on the date your agreement was signed, and we will tell you if a change affects an active engagement.