Refund Policy

1. What this policy covers

The policy covers three categories of payment, each with its own rules, because the nature of delivery differs:

• PDF guides and other downloadable digital products purchased directly through online checkout — sections 2, 3 and 4
• Professional services contracted separately (consulting, audits, implementation, application development, courses and training programmes) — section 5
• The OutOfDesk application, with an activation fee and a monthly subscription — section 6

"Consumer" means a natural person purchasing outside their professional activity. For business customers (B2B), the right of withdrawal under Romanian Government Emergency Ordinance 34/2014 does not apply — the signed contract governs, supplemented by sections 5 and 6 below.

Payments are processed by Stripe Payments Europe Limited, and invoices (including credit notes issued on refund) are generated through Oblio Software S.R.L. NeuroAI Advance S.R.L. never has access to your card details, neither at payment nor at refund.

2. The rule for immediately delivered digital content

Under art. 9 of Emergency Ordinance 34/2014, distance purchases generally give the consumer 14 calendar days to withdraw without giving reasons.

Art. 16 letter m) of the same ordinance sets out an exception for digital content not supplied on a tangible medium — such as our PDF guides — provided two conditions are met cumulatively: delivery began with your prior express consent, and you acknowledged that you lose the right of withdrawal once delivery starts.

Both conditions are met at checkout, through a separate, non-pre-ticked box you confirm before paying. By ticking it you expressly waive the right of withdrawal from the moment the download link reaches your inbox.

In practice: once the guide has been delivered, it cannot be "returned" like a physical product and a change of mind is not a ground for a refund. All your rights regarding product conformity remain fully intact — see section 4.

If you do NOT wish to waive the right of withdrawal, write to [email protected] to request delivery on a tangible medium (for example a USB stick by courier). The 14-day period then runs from receipt of the physical product, and delivery costs are communicated to you in advance.

3. When we refund

We refund the amount collected in full, whatever the product type, in the following situations:

• Duplicate payment — the same order was charged more than once. We return the extra amounts without further formalities as soon as we confirm the duplicate in the Stripe records
• Unauthorised payment — the card was used without the cardholder's consent. We review the case together with Stripe and refund if the transaction cannot be attributed to the cardholder
• Technical delivery failure — payment was collected but the product never reached you (undelivered email, broken download link, corrupted file) and the issue cannot be fixed by resending
• Unremedied non-conformity — the product does not match its product page description and bringing it into conformity is not possible within a reasonable time (section 4)
• Wrong product ordered and not downloaded — you bought a different guide from the one you intended and never opened the download link. We check the delivery logs; if the file was not accessed, we refund or, at your choice, swap it for the correct product
• Service not started — you paid for a service or course that was not delivered for reasons attributable to us (cancellation, impossible rescheduling, unavailability)
• Legal obligation — a legal provision, a decision of a competent authority or a decision of the payment processor requires restitution

Outside these situations we may still approve a refund on an exceptional basis where circumstances justify it. We assess each request on its merits, not only on its formal classification.

4. Non-conforming product — your statutory remedies

Under Emergency Ordinance 141/2021, digital content must match the description, quantity, quality and functionality announced, as well as the reasonable expectations for a similar product. Where it does not, you have remedies applied in order:

• Bringing into conformity — we fix the issue free of charge within a maximum of 14 calendar days from your report, by resending the file, correcting the error or supplying an updated version
• Proportionate price reduction — where a fix is technically impossible or would involve disproportionate cost
• Termination with a full refund — within a maximum of 14 calendar days from the date you communicate your decision, using the same payment method as the purchase

The period for reporting a non-conformity is at least 2 years from delivery for products supplied in a single act (a downloadable PDF guide) and the whole contract duration for continuously supplied services.

Report the issue to [email protected], describing it and, where possible, attaching a screenshot or the error message. We respond within a maximum of 15 calendar days.

5. When we do not refund

We do not refund in the following cases, none of which affects your rights under section 4 where the product is genuinely non-conforming:

• The guide was delivered and downloaded and the reason given is a matter of subjective assessment — the content was already familiar, the level felt too basic or too advanced, you would have preferred a different angle. Each product page states the table of contents, page count and intended audience precisely so the purchase decision is an informed one
• The product cannot be opened because of your own hardware or software, after we provided support and confirmed the file works (minimum requirements: email access, a compatible PDF reader and an internet connection)
• You did not use the product or service although it was delivered and available to you
• The request arrives after the applicable statutory deadlines have expired
• The amount was paid by a business customer for services already delivered under the signed contract

A refusal is always reasoned in writing and sets out the steps available to you next (section 10).

6. Professional services contracted separately

Consulting, audits, implementation, application development and live courses are not bought through online checkout. They are contracted through the standard flow: enquiry → scoping meeting → proposal → signed contract. The financial terms, including cancellation and restitution, are therefore those of the signed contract, which prevails over this policy.

Absent a contrary contractual clause, the following rules apply:

• The initial scoping meeting is free and may be cancelled or rescheduled at any time at no cost
• Rescheduling a paid session is free if you notify us at least 48 hours before the agreed time
• The advance payment covers work already started. If you withdraw from the project after it has begun, we return the part of the advance exceeding the value of work performed up to the notification date, on the basis of an itemised statement
• If we are the ones unable to deliver the contracted service, we refund in full the amounts collected for the undelivered part, within a maximum of 14 calendar days
• For courses and training programmes with a fixed date, notifying withdrawal at least 7 calendar days before the first session entitles you to a full refund or to transferring your seat to a later edition, at your choice

7. OutOfDesk — activation fee and monthly subscription

OutOfDesk is a B2B service intended exclusively for legal entities, with two pricing components: a one-off activation fee and a monthly subscription based on the number of active employees.

• The activation fee covers company account creation, initial configuration and issuing the access code. It is non-refundable once the account is activated, because the corresponding service has been fully delivered. If payment was collected but the account was not activated for reasons attributable to us, the fee is refunded in full
• The monthly subscription can be stopped at any time by written request to [email protected]. Cancellation takes effect at the end of the current billing period: you keep access until then, and that period is not refunded pro rata
• Changes to the number of seats mid-month are handled pro rata, from the day of the change: an increase is billed proportionally to the days remaining in the current period, while a decrease generates a credit applied to the next invoice
• If the application is unavailable for a prolonged period for reasons attributable to us, we grant a proportionate reduction of the subscription or refund the value of the affected period

Before stopping the subscription we recommend exporting your data from the application. Export methods and data retention periods after termination are described in the Terms, at point 7.7.

8. How to request a refund

Send an email to [email protected] with the subject "Refund request". There is no mandatory form; we only need to identify the payment quickly. Include:

• The name and email address used for the order
• The order or invoice number, or the date and amount of the payment
• The product or service the request concerns
• A short reason and any useful evidence (screenshot, error message, bank statement in the case of duplicate payments)

We confirm receipt within a maximum of 48 working hours. We communicate a reasoned decision within a maximum of 15 calendar days of receipt, and considerably faster in straightforward cases (duplicate payment, undelivered product).

Once approved, the refund is issued to the same payment method used for the purchase, within a maximum of 14 calendar days of the decision. We cannot refund to a different card or account from the one the payment came from — that is a processor limitation, not our choice.

For withdrawal requests where the right was not lost under section 2 (for example delivery on a tangible medium), the standard withdrawal form is set out in the Terms, at point 5.7.

9. Costs, exchange rates and credit notes

• Refunds are full: we do not retain processing fees from the amount returned and we charge no administration fee
• If you paid with a card issued in a currency other than RON, your bank performs the conversion at its own rate, both at payment and at refund. The exchange difference between those two moments is outside our control and cannot be compensated by NeuroAI Advance S.R.L.
• The time it takes for the money to appear in your account depends on your card issuer — usually 5 to 10 working days from the moment Stripe processes the refund
• For every approved refund we issue a credit note through Oblio, sent automatically to the email address on the order. No further action is needed from you

10. Appeals, chargebacks and consumer protection

If you are not satisfied with our decision, you may request a review by email at [email protected], adding any further arguments you consider relevant. The review is carried out by the company's administrator.

We recommend contacting us before opening a dispute with your bank (chargeback). It is resolved faster and at no cost to either party. Should you open a dispute anyway, we cooperate with Stripe and your bank and supply the documents requested.

As a consumer, you may contact the Romanian National Authority for Consumer Protection (anpc.ro) or use the Alternative Dispute Resolution mechanism it coordinates. Details on ADR and on the competent courts are set out in the Terms, at point 12.

11. Changes to this policy

We may update this policy as new products appear or payment flows change. The version applicable to an order is the one published when the order was placed — a later change cannot reduce your rights for a purchase already made.

The date of the last update is shown at the top of the page. Previous versions are available on request at [email protected].

12. Contact

NeuroAI Advance S.R.L., tax ID 54729441, trade register no. J2026032931002, registered office in Str. Călugărului nr. 17, Sat Bălteni, Comuna Periș, jud. Ilfov, RO.

Email: [email protected] · Phone: +40 736 495 817. We handle refund requests in the order received, during the working hours stated on the contact page.