Refund Policy

1. This Refund Policy governs the payment for and refund of paid credits for the Neona service (the "Service") provided by Neosapience, Inc. (the "Company").
2. This Policy applies to payments made through the website (neonachat.io).
3. Matters not specified in this Policy shall be governed by the Act on the Consumer Protection in Electronic Commerce (the "E-Commerce Act"), the Content Industry Promotion Act, and other applicable laws.

A purchased credit may be refunded only if all of the following conditions are met.

1. You request a refund within 7 days of the payment date.
2. You have not used any of the purchased credits at all.

Refund eligibility by credit type is as follows.

Refunds are restricted in the following cases.

1. Where there is a history of using the purchased credits (any use, even partial, makes that payment non-refundable).
2. Where 7 days have passed since the payment date (except where the Company is at fault, such as a service failure).
3. Where the account has been suspended or deleted for violation of the Terms of Service.
4. Refund requests based on subjective criteria, such as dissatisfaction with the responses or content quality of AI characters.
5. Refund requests due to a simple change of mind.
6. This Service is digital content for which the right of withdrawal (refund) is restricted after purchase, pursuant to Article 17 of the Act on the Consumer Protection in Electronic Commerce.

1. To request a refund, please contact our customer support email (help@neonachat.io) with the following information.
   • Account email address
   • Date and time of payment
   • Payment amount
   • Reason for the refund
2. We will notify you whether the refund is approved within 3 business days of receiving your request.
3. If the refund is approved, it will be processed using your original payment method (card, bank account, etc.).
4. Depending on the payment method, it may take an additional 3–5 business days for the refunded amount to appear on your actual account or card statement.

1. Purchased credits cannot be transferred to other members and cannot be converted into cash.
2. Credits granted free of charge (daily check-in, referral rewards, login bonuses, notification rewards, etc.) are separate from paid purchased credits and are not eligible for refund.
3. This Service is AI-based content, and all character responses are automatically generated simulation results.

1. A refund of the full payment amount is made only where none of the purchased credits have been used.
2. If any of the purchased credits have been used, even partially, no refund is available.
3. Upon service termination: Upon termination of the Service, unused credits may be used until the termination date, and for unused paid credits above a certain amount, the Company may offer a cash refund or the option to transfer to another service. Service termination will be announced at least 30 days in advance.

If a minor (under 19 years of age) makes a payment without the consent of their legal guardian, a refund is available at the request of the payer or the legal guardian. However, refunds may be restricted if the minor disguised themselves as an adult or pretended that the legal guardian’s consent had been given.

Refunds for payments made through the Apple App Store or Google Play are subject to the refund policy of each app store. Please request refunds for in-app payments directly from the relevant store.

• Apple: Apple Support page
• Google: Google Play Help Center

1. If the content of this Refund Policy changes, we will give advance notice through in-service announcements at least 7 days before the effective date of the change.
2. For changes that materially affect users' rights, we will give notice at least 30 days in advance and may obtain users' consent again if necessary.
3. If you do not agree to the changed policy, you may discontinue use of the Service and request to withdraw your membership.

1. The Company may refuse a refund for any act of requesting a refund by fraudulent means or abusing the refund system.
2. Any dispute related to this Policy shall be governed by the laws of the Republic of Korea, and the competent court shall be the court having jurisdiction over the location of the Company.

This Refund Policy is effective as of May 1, 2026.