Legal
Refund & Cancellation Policy
This Refund & Cancellation Policy (“Policy”) explains how subscriptions, credit packs, and related purchases for the neo-fashion.ai platform (“Service”) operated by Fipera Trading F.Z.E (“Fipera”, “we”, “us”, “our”) may be cancelled and when refunds are available.
This Policy supplements our Terms of Service. Enterprise customers with a signed order form should refer to that document — order form terms take precedence where they conflict.
1. Billing overview
1.1 Self-serve plans (Pay-as-you-go, Starter, Pro) are billed through Stripe in USD unless otherwise stated at checkout.
1.2 Credit packs are one-time purchases that add credits to your workspace balance.
1.3 Enterprise plans are invoiced per the applicable order form and may use different payment terms.
1.4 Prices shown at checkout are exclusive of applicable taxes (including UAE VAT where applicable). B2B reverse-charge may apply for qualifying business customers.
2. Subscriptions
2.1 Billing cycles
Monthly subscriptions renew automatically each billing period until cancelled. Your renewal date is visible in billing settings inside the application.
2.2 Included credits
Plan credits are allocated at the start of each billing cycle. Unused monthly credits do not roll over to the next cycle unless explicitly stated in your plan description at purchase.
2.3 Upgrades and downgrades
- Upgrades take effect immediately; charges are prorated where supported by Stripe.
- Downgrades take effect at the end of the current billing period unless otherwise stated at checkout. You retain access to higher-tier features until the period ends.
2.4 Cancellation
You may cancel a subscription at any time from Settings → Billing in the application or by contacting legal@neofashion.ai.
Cancellation stops future renewals. You retain access to paid features until the end of the current billing period. Cancellation does not automatically refund fees already paid for that period.
3. Credit packs
3.1 Credit packs are non-refundable once purchased, except where required by applicable law or Section 5 (billing errors).
3.2 Credit pack credits may be subject to expiry as stated at checkout. Expired credits are not restorable.
3.3 Credits are consumed when generations complete successfully per module pricing shown in the application. Failed generations that are refunded to your balance per our credit policy are not eligible for cash refund.
4. Refund eligibility
4.1 General rule
Fees paid for subscriptions and credit packs are generally non-refundable because the Service delivers digital goods and compute resources immediately upon purchase.
4.2 Exceptions
We may issue a full or partial refund at our discretion, or where required by law, in the following circumstances:
| Situation | Typical remedy |
|---|---|
| Duplicate charge or clear billing error | Full refund of duplicate amount |
| Service unavailability for extended period attributable to Fipera (not third-party AI outages) | Prorated credit or refund |
| First subscription within cooling-off period where UAE or applicable consumer law provides a right of withdrawal | Refund less value of credits already consumed |
| Unauthorized charge verified after investigation | Full refund |
4.3 Non-refundable items
- Credits already consumed for successful generations;
- Subscription periods already elapsed;
- Enterprise setup fees and custom model training fees once training has commenced, unless otherwise stated in the order form.
5. How to request a refund
5.1 Contact legal@neofashion.ai within fourteen (14) days of the charge (or longer where mandatory law requires), including:
- Workspace name and billing email;
- Invoice or Stripe receipt reference;
- Reason for the request.
5.2 We aim to respond within five (5) business days. Approved refunds are processed to the original payment method via Stripe. Bank processing times vary.
6. Chargebacks and disputes
6.1 Please contact us before initiating a chargeback. We will work in good faith to resolve billing disputes.
6.2 Unjustified chargebacks may result in account suspension pending resolution. We may provide evidence of Service delivery to the payment network.
7. Enterprise customers
Enterprise billing, refunds, and termination are governed by the executive order form and any attached SLA. Contact your account manager or legal@neofashion.ai for enterprise billing questions.
8. UAE consumer considerations
Where applicable UAE consumer protection rules apply to your purchase, nothing in this Policy limits mandatory statutory rights. Business (B2B) customers purchasing on behalf of a company generally acknowledge that consumer cooling-off rules may not apply.
9. Changes
We may update this Policy before paid plans go live or when billing features change. Material updates will be posted here with a new version number. Continued use after the effective date constitutes acceptance where permitted.
10. Contact
Billing and refunds: legal@neofashion.ai
Postal: Fipera Trading F.Z.E, Ajman Free Zone, United Arab Emirates
See also our Contact & Complaints Procedure.