Refund Policy

Effective Date: 16 April 2026 | Last Updated: 16 April 2026

This Refund Policy applies to all subscriptions and purchases made through the Mindelyx mobile application and mindelyx.com website, operated by Vaultneur PTY LTD, a company registered in the Republic of South Africa.

1. No Refunds Policy

ALL SUBSCRIPTION FEES AND PURCHASES ARE FINAL, NON-REFUNDABLE, AND NON-TRANSFERABLE UNDER ANY CIRCUMSTANCES EXCEPT AS EXPLICITLY STATED IN SECTION 3 BELOW.

By purchasing a subscription or any paid feature of the Mindelyx service, you acknowledge and agree that:

All payments are processed immediately and are absolutely non-refundable
You will not receive a refund for any unused portion of your subscription under any circumstances
Canceling your subscription does not entitle you to a refund for the current billing period
You will retain access to premium features until the end of the current billing period after cancellation
Dissatisfaction with AI-generated content is not grounds for a refund
Changes to the Service, features, or pricing do not entitle you to a refund

This policy applies regardless of:

Whether you actively used the Service during the subscription period
Whether you are satisfied with the AI-generated content, features, or performance
Whether you experienced technical difficulties (unless caused solely by our systems and meeting the criteria in Section 3)
Whether you changed your mind about the subscription
Whether you claim the Service did not meet your expectations
Any other reason not explicitly listed as an exception in Section 3

2. Why We Have a No Refunds Policy

The Mindelyx service provides immediate access to premium features upon payment, including:

Instant AI processing credits — costs are incurred immediately when you send messages to the AI
Server infrastructure — your encrypted data storage begins immediately upon subscription
Third-party API costs — we pay per-request fees to Anthropic (Claude API) for every message you send

Because these costs are incurred immediately and cannot be reversed, we cannot offer refunds for services already rendered.

3. Exceptions to the No Refunds Policy

Refunds may be issued in the following limited circumstances, at Vaultneur's sole discretion:

3.1 Billing Errors

If you were charged incorrectly due to a technical error on our end (e.g., duplicate charges, incorrect subscription tier), we will refund the erroneous charge.

To request a refund for a billing error:

Contact info@vaultneur.com within 7 days of the charge
Provide your account email, transaction ID, and a description of the error
We will investigate and respond within 5 business days

3.2 Service Unavailability

If the Mindelyx service is substantially unavailable for an extended period (more than 72 consecutive hours) due solely and exclusively to our fault (not including third-party service failures by Anthropic, Supabase, or hosting providers), and you were completely unable to use any aspect of the Service during your paid subscription period, you may request a pro-rata refund for the downtime only.

To request a refund for service unavailability:

Contact info@vaultneur.com within 7 days of the outage ending
Provide your account email and details of the outage period
Provide evidence that you attempted to use the Service during the outage
We will verify the outage was caused solely by Vaultneur systems (not third-party providers)
We will issue a pro-rata refund only if all criteria are met

No refund will be issued for:

Outages caused by Anthropic, Supabase, or other third-party service providers
Scheduled maintenance (with advance notice)
Internet connectivity issues on your end
Device compatibility issues
Outages lasting less than 72 consecutive hours

3.3 Fraudulent or Unauthorized Charges

If you believe your payment method was used without your authorization, contact us immediately at info@vaultneur.com and also notify your payment provider (bank, credit card company, Apple, Google, PayPal).

We will investigate and work with you and the payment provider to resolve the issue.

3.4 Legal or Regulatory Requirements

If we are required by law or court order to issue a refund in your jurisdiction, we will comply with applicable legal requirements.

4. How to Request a Refund (Exceptions Only)

To request a refund under one of the exceptions listed in Section 3:

Email us at info@vaultneur.com within the applicable timeframe
Include the following information:
- Your account email address
- Transaction ID or receipt number
- Date and amount of the charge
- Detailed explanation of why you believe you qualify for an exception
- Any supporting documentation (screenshots, error messages, etc.)
We will respond within 5 business days with a decision
If approved, refunds are processed within 7–10 business days to the original payment method

Refund requests that do not meet the criteria in Section 3 will be denied.

5. Subscription Cancellation

You may cancel your subscription at any time to prevent future charges. Cancellation does not result in a refund for the current billing period.

5.1 How to Cancel

Via the App: Go to Settings → Subscription → Cancel Subscription
Via Apple App Store: Settings → [Your Name] → Subscriptions → Mindelyx → Cancel Subscription
Via Google Play Store: Play Store → Menu → Subscriptions → Mindelyx → Cancel Subscription
Via PayPal or Stripe: Log into your payment provider and cancel the recurring payment

5.2 Effect of Cancellation

Cancellation takes effect at the end of the current billing period
You will retain access to premium features until the subscription expires
Your account will revert to the free tier after expiration
No refund will be issued for the unused portion of the current billing period

6. Free Trials

If we offer a free trial period:

You must cancel before the trial period ends to avoid being charged
If you do not cancel before the trial ends, your payment method will be charged automatically
No refunds are issued if you forget to cancel before the trial ends — it is your responsibility to track the trial expiration date
We will send a reminder email 24–48 hours before the trial ends (if you have email notifications enabled)

7. Third-Party Payment Processors

Payments are processed through third-party providers:

Apple In-App Purchase (for iOS subscriptions)
Google Play Billing (for Android subscriptions)
Stripe (for direct credit card payments)
PayPal (for PayPal payments)

These providers have their own refund policies, which may apply in certain circumstances. However, Vaultneur's No Refunds Policy takes precedence unless prohibited by law or the payment provider's mandatory terms.

Chargebacks and Disputes:
If you dispute a charge through your payment provider or bank (a "chargeback") without first following the refund request process in Section 4, we reserve the right to:

Immediately suspend or terminate your account without notice
Provide evidence to the payment provider or bank demonstrating that the service was rendered as agreed
Ban your payment method, email address, and device from future use of the Service
Pursue legal action for fraudulent chargebacks, including recovery of damages, legal fees, and chargeback fees
Report fraudulent chargebacks to credit bureaus or fraud prevention services

You agree that initiating a chargeback for services rendered constitutes a material breach of these Terms.

8. Warranty Disclaimer for Refunds

TO THE EXTENT PERMITTED BY LAW, VAULTNEUR MAKES NO WARRANTIES OR REPRESENTATIONS ABOUT:

The quality, performance, or suitability of the Service for your purposes
The accuracy, reliability, or usefulness of AI-generated content
Your satisfaction with the Service or its features
The compatibility of the Service with your device or software
The uninterrupted or error-free operation of the Service

PURCHASING A SUBSCRIPTION DOES NOT ENTITLE YOU TO A REFUND BASED ON DISSATISFACTION, UNMET EXPECTATIONS, OR SERVICE QUALITY.

9. Statute of Limitations for Refund Requests

Any refund request under the exceptions in Section 3 must be submitted within the timeframes specified:

Billing errors: Within 7 days of the charge
Service unavailability: Within 7 days of the outage ending
Fraudulent charges: Immediately upon discovery

Refund requests submitted after these deadlines will be automatically denied, regardless of merit.

10. Promotional Discounts & Offers

Promotional discounts, coupon codes, and special offers:

Are applied at the time of purchase and cannot be refunded
Cannot be combined with other offers unless explicitly stated
May have expiration dates and usage limits
Are non-transferable and have no cash value

If you use a promotional discount, the discounted price is the final price — no refunds will be issued.

11. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Continued use of the Service after changes take effect constitutes acceptance of the updated policy.

Material changes to this Refund Policy will be communicated via email or in-app notification at least 7 days before taking effect.

Price Changes: We reserve the right to change subscription pricing at any time. Existing subscriptions will continue at the current price until renewal, at which point the new price applies. Price changes do not entitle you to cancel and receive a refund for the current period.

12. Contact Us

If you have questions about this Refund Policy or need to request a refund under one of the exceptions, please contact us:

Vaultneur PTY LTD
Pretoria, South Africa
Email: info@vaultneur.com
Website: https://mindelyx.com

Please allow 1–2 business days for a response to non-urgent inquiries.

For refund requests: Include your account email, transaction ID, date and amount of charge, and detailed explanation with supporting documentation.

13. Acknowledgment

By purchasing a subscription or any paid feature of the Mindelyx service, you acknowledge and explicitly agree that:

You have read and fully understood this Refund Policy in its entirety
You agree to the No Refunds Policy stated herein without exception
You understand that all sales are final unless an exception explicitly listed in Section 3 applies
You accept full responsibility for managing your subscription and canceling before renewal if desired
You waive any right to dispute charges or request refunds except as explicitly permitted in Section 3
You understand that free trials must be canceled before the trial period ends to avoid charges

Last Updated: 16 April 2026
Vaultneur PTY LTD — Pretoria, South Africa