Refund and Returns Policy

Refund Policy (Digital Content)

Effective date: 25 September 2025

Company: WORLDWIDE DECISION LTD

Registered office: 20 Preston St, Liverpool, United Kingdom, L1 6DQ

1. Overview

This Refund Policy explains when refunds, cancellations, or replacements may be available for purchases made on neuro-avatar.com. Our products are AI-generated avatar images supplied as instant digital downloads (the “Digital Content”). These rules apply to all purchases, regardless of whether you pay in USD, EUR, AUD, or CAD.

2. Key principles

Digital Content is delivered immediately after payment via account download—no shipping of physical goods.
Once a download or streaming of the Digital Content begins, you lose the statutory right to cancel under consumer laws for that specific purchase.
If you have not started a download, you may request to cancel within 14 days of purchase (see Section 3).
If the Digital Content is faulty or does not perform as described, you may be entitled to a repair, replacement, or refund (see Section 4).
For non-delivery, duplicate charges, or unauthorised transactions, please contact us promptly (see Sections 5–6).

3. Cooling-off and pre‑download cancellation

3.1 For digital content, the law provides a 14‑day right to cancel from the day after purchase unless you consent to immediate supply and acknowledge losing the right to cancel once the download starts.

3.2 On our checkout, you agree that we may begin supplying the Digital Content immediately after payment and that you will lose the right to cancel once download commences.

3.3 If you have not started a download, you may request to cancel within 14 days of purchase. We will cancel the licence and process a refund within 14 days of approval.

4. Faulty digital content

4.1 If the Digital Content is faulty (e.g., corrupted file not caused by your device or software), contact us within a reasonable time. We may provide a re‑download, repair, or replacement at no additional charge.

4.2 If repair or replacement is impossible or fails, we will issue a refund for the affected purchase. This does not affect your mandatory consumer rights.

5. Non‑delivery and technical issues

If your order completed but no download link is available in your account, or links do not function, contact us within 7 days.
Please include your order number, the email used at checkout, and screenshots or error messages where applicable.
We will restore access, provide a new link, or refund if we cannot deliver the Digital Content.

6. Duplicate or unauthorised payments

Duplicate charges: If you were charged more than once for the same order, we will refund the duplicate charge(s).
Unauthorised transactions: If you suspect an unauthorised payment, contact your payment provider immediately and notify us so we can secure the account and investigate.

7. Exclusions (where refunds are not available)

Change of mind after a download has started.
Issues caused by your device, software, connectivity, or incompatibility where the file we supplied is not defective.
Content usage outside the permitted licence, account bans or suspensions due to Terms violations.

8. How to request a cancellation or refund

Email us at info@neuro-avatar.com from the address used for your account/order.
Include: order number, purchase date, description of the issue (e.g., no download link, duplicate charge), and screenshots if relevant.
Do not delete or modify local files until we confirm the outcome; we may ask for non-PII diagnostic information (e.g., file hash, error code).

9. Processing refunds

Method: Refunds are made to the original payment method where possible. If not, we will contact you to arrange an alternative.
Timing: Once approved, we aim to issue refunds within 14 days; bank processing times may vary.
Currency: Refunds are processed in the original checkout currency (USD, EUR, AUD, or CAD). Your bank or card issuer may apply FX fees or differences in exchange rates outside our control.

10. Chargebacks

We are committed to resolving issues quickly. If you file a chargeback without first contacting us, your account access may be suspended while we investigate. Providing the information requested in Section 8 helps expedite resolution.

11. Contact

Questions or requests should be sent to info@neuro-avatar.com.