Refund Policy

This policy applies to prepaid token packs and other prepaid fees for the Neccessory cloud platform purchased directly from Individual Entrepreneur Ilia Egorov.

If you bought through a reseller, a marketplace, or an app store, that channel's refund rules apply to the payment, and you should raise the request there.

If a signed agreement or order form covers your purchase, that document controls to the extent of any conflict with this policy.

Understanding what a refund is calculated against starts with how the balance works.

• A pack is credited to the organization's token balance at the rate published at the time of payment; the reference rate is one US dollar to one hundred thousand tokens.
• Every credit and every charge appears in the organization's ledger in the console, with its reason and the resulting balance.
• A completed cloud measurement is charged for the seconds it processed plus a fixed price for each metric set it was asked to produce. Jobs that fail, are aborted, or expire are not charged at all.
• Test keys and the on-device tier never spend tokens.
• Tokens do not expire while the organization is active.

An unused token balance can be refunded on request, provided all of the following hold.

Refunds are made to the original payment method and in the currency of the original payment.

• The request reaches us within twelve months of the payment being refunded.
• The refund covers the unused part only, calculated as the unused tokens attributable to that payment multiplied by the price actually paid per token.
• Where several payments funded the balance, unused tokens are attributed to the most recent payments first.
• The refunded tokens are debited from the balance when the refund is approved, and the debit appears in the ledger.
• The organization has no outstanding amounts owed to us and is not suspended for a breach of the Terms of Use.

The following are not refundable.

We do not issue refunds, service credits, or other compensation for downtime, degraded quality, or failed measurements. Jobs that fail, are aborted, or expire are never charged, so no balance is consumed by them.

• Tokens already spent on completed measurements, including measurements whose results did not meet your expectations. Measurement quality depends on lighting, camera, motion, and how closely the person follows the instructions; the limits are documented before purchase and a free welcome grant and free test mode exist so that you can evaluate them.
• The welcome grant, promotional credits, and any other tokens credited without payment. They have no monetary value.
• Fees charged by your bank or payment provider, and losses caused by currency conversion between the payment and the refund.
• A balance on an organization we suspended or terminated for a breach of the Terms of Use.
• Payments older than twelve months at the moment the request reaches us.

A billing error is not a refund request and is not subject to the limits above: we correct it either way.

• A payment made twice for the same pack is refunded in full.
• A pack credited twice is corrected by removing the duplicate credit from the balance.
• Tokens charged because of a defect on our side are credited back to the balance.
• Report a suspected billing error within sixty days of the ledger entry so that it can be reconciled against our records.

Send a request to support@neccessory.com from the email address of an organization owner, and include:

We confirm receipt and respond with a decision within ten business days. An approved refund is sent within fourteen days of the decision; how long it then takes to appear depends on your bank or payment provider.

If we decline a request, we say why, and you can respond with additional information and ask us to look again.

• The organization name as it appears in the console.
• The date and reference or invoice number of the payment.
• The amount requested, or a statement that you are asking for the full unused balance.
• The reason for the request, if there is one you want us to consider.

Nothing in this policy limits rights that cannot be limited under the law that applies to you. If you purchase as a consumer and a mandatory right of withdrawal or refund applies, that right prevails over this policy.

For business customers, this policy is the complete refund arrangement unless a signed agreement says otherwise.

We may update this policy. The version that applies to a payment is the one published on the date the payment was made.

Questions about a refund, an invoice, or a ledger entry can be sent to the address on this page.