This Refund Policy applies to purchases and subscriptions of NSQR ("Service"), provided by Neurasense (Private) Limited ("Neurasense," "we," "us," or "our"), accessible at https://nsqr.neurasense.io.
It forms part of our Terms of Service and should be read alongside our Privacy Policy.
We want you to be satisfied with the Service. This policy explains when and how refunds are available.
1. 14-Day Money-Back Guarantee
If you are not satisfied with the Service, you may request a full refund within 14 calendar days of your initial purchase or subscription start date.
- This guarantee applies to your first payment on a new subscription or purchase.
- Requests must be submitted within 14 days of the original charge date.
- The guarantee applies to all customers regardless of location. It is offered voluntarily and in addition to, not in place of, any statutory rights you have — see Section 3.
- Requests submitted after the 14-day window are reviewed case-by-case at our discretion (see Section 4).
All fees are charged in Sri Lankan Rupees (LKR), and refunds are issued in LKR. Where your payment method is denominated in another currency, the amount you receive back may differ slightly from the amount you paid because of exchange rate movement between the two transactions. That difference is set by your bank or card issuer and is outside our control.
2. How to Request a Refund
Email payments.nsqr@neurasense.io with:
- The email address associated with your account;
- The date of the charge you would like refunded;
- A brief reason for your request — this is optional within the 14-day guarantee period, and helps us improve the Service.
We respond to all refund requests within 5 business days.
3. Statutory Rights of Consumers
If you are a consumer resident in the European Union or United Kingdom, you have a statutory right to withdraw from a distance contract within 14 days of purchase without giving a reason. Our 14-day guarantee in Section 1 meets or exceeds that right, so in practice you can simply use the process in Section 2.
Consumers elsewhere may have equivalent statutory rights under local law. Nothing in this policy limits or replaces any right you have that cannot lawfully be excluded, and where this policy conflicts with such a right, your statutory right prevails.
4. Refunds Outside the 14-Day Window
Requests made after the initial 14-day period are considered case-by-case. We take into account factors such as:
- Whether the Service was materially unavailable or non-functional for a sustained period;
- Billing errors, duplicate charges, or charges made after a valid cancellation;
- Extenuating circumstances explained in your request.
Submitting a request outside the guarantee period does not mean a refund will be granted.
5. Subscription Renewals
- Renewal charges after your first billing cycle are not covered by the 14-day money-back guarantee, which applies only to a first payment.
- No pro-rata refunds. If you cancel part-way through a billing period, you keep access until the end of that period, and we do not refund the unused portion. This applies to monthly and annual plans alike.
- Cancelling stops future renewals. It does not automatically refund past charges — see Sections 1 and 4 for eligibility.
- To avoid a renewal charge, cancel before your next billing date. You can cancel in your account settings or by emailing payments.nsqr@neurasense.io.
- We give at least 30 days' notice before any price increase applies to your renewal, so you have time to cancel if you do not accept it.
6. Effect of a Refund on Your Account
When a refund is issued:
- Your subscription is cancelled immediately and access to paid features ends;
- QR codes created through the Service stop resolving. Any code you have already printed or distributed will cease to function. Consider this carefully if your codes are in circulation;
- Your Customer Data is retained for 30 days so you can export it on request, then deleted in accordance with our Privacy Policy.
7. Non-Refundable Circumstances
We may decline a refund request where:
- The request falls outside the applicable window and does not meet the case-by-case criteria in Section 4;
- There is evidence of abuse of this policy, such as repeated purchase-and-refund cycles or multiple accounts used to extend the guarantee period;
- The account has violated our Terms of Service.
Abuse of QR code destinations. Where we disable a QR code or terminate an account under Section 5.2 of the Terms of Service — for phishing, malware, impersonation, or similar misuse — no refund or credit is due for any affected period, whether the enforcement action was against a single code or the whole account. This applies even if the request falls within the 14-day window.
8. Chargebacks
If you believe a charge is incorrect, please contact us at payments.nsqr@neurasense.io before disputing it with your bank or card issuer. Most billing problems are resolved within a few days, and a refund reaches you faster than a chargeback does.
Filing a chargeback without contacting us first may result in immediate suspension of your account and all associated QR codes, which will stop resolving. Where a chargeback is filed while a refund request is already in progress, we will treat the chargeback as superseding that request and respond through the payment provider's dispute process instead. We reserve the right to recover fees charged to us as a result of a chargeback we successfully contest.
This section does not affect your right to dispute a charge you believe to be fraudulent or unauthorised.
9. How Refunds Are Processed
- Approved refunds are issued to the original payment method used for the purchase. We cannot refund to a different card, account, or person.
- Refunds may take 5–10 business days to appear, depending on your bank or payment provider.
- Refunds are processed through the payment provider used for the original charge, which is identified at checkout and on your invoice. Where that provider acts as merchant of record, it is the seller of record for your purchase and its own refund terms and processing timelines apply in addition to this policy — in that case this policy describes when Neurasense will approve and request a refund on your behalf, rather than a separate mechanism for issuing one.
10. Taxes
Where VAT, sales tax, or other applicable taxes were charged on your original purchase, an approved refund includes the proportionate tax amount where required by law. Tax handling may depend on our payment provider's arrangements in your jurisdiction.
11. Changes to This Policy
We may update this Refund Policy from time to time. The version in effect on the date of your purchase governs that purchase. Material changes will be posted here with a revised "Last updated" date.
12. Contact Us
Questions about this Refund Policy:
Neurasense (Private) Limited Company registration number: PV 00286247 Incorporated in the Democratic Socialist Republic of Sri Lanka under the Companies Act No. 7 of 2007 Email: payments.nsqr@neurasense.io Website: https://nsqr.neurasense.io