Cancellation & Refund Policy

Credits are used when an analysis runs — and the system is built so that no credit is spent on work it didn't deliver:

Files are checked before you pay. The type, size and length of an upload, and whether it can be read at all, are checked before any credit is used. A file that fails those checks is refused and costs nothing.

Failed runs refund themselves. If an analysis cannot be completed because of an error on our side after credits were deducted, those credits are returned to your balance automatically and the refund is recorded on your account. No request needed. If they came from a plan whose credits have since expired, or expire within 7 days, they come back usable for 7 days from the refund, so a failure of ours never costs you them.

Our own limits never cost you credits. We cap how many analyses we run in full each day. If a cap means we can't complete yours in full, we turn the upload away before any credit is used — or, if the credits were already taken, they come back automatically. The same goes for an AI read of your clip that we can't generate on our side: its credits come back, and the page says so.

A completed analysis is a delivered analysis, whatever it finds — including when a part of the read, such as the emotion read, reports that the clip gives it no clear signal.

Credit packs, monthly or yearly plans, and team credits bought by invoice are one-time, prepaid purchases, and they are final: we don't refund unused credits, including if you change your mind after buying. The credits, the price, how long the credits last and what the credits read are all shown before you pay. Credits from a monthly plan last 30 days and from a yearly plan 12 months; renew the same plan before they end and the unused ones carry over, once. Credits bought as a pack never expire.

When we do refund money. If a payment is taken but its credits never arrive in your account, or you are charged twice for the same purchase, we refund that payment in full. Refunds go back to your original payment method through Razorpay, our payment processor. Razorpay initiates the refund immediately on our action; banks typically post it within 5–7 business days.

Nothing in this policy limits any right you have under consumer law that cannot be waived.

Credits for a failed or cancelled analysis come back by themselves — there is nothing to ask for. For a payment that didn't deliver its credits, or one taken twice, write to hello@sandmatter.com from the email on your NeuroVidz account, or use Talk to us. Include the payment reference from Razorpay if you have it. We respond within 2 business days.

Payments. There is no subscription: packs are one-time, and plans are prepaid for their period and never renew by themselves, so there is nothing recurring to cancel. A checkout you close before paying is never charged, and a failed payment attempt is not captured — if your bank shows a hold for a payment that didn't complete, Razorpay reverses it automatically per its standard timelines.

Analyses. You can cancel a running analysis at any time until its results are ready, and cancelling stops the work immediately.

Cancel before the results are ready and every credit comes back. It makes no difference how far the analysis had got or how many credits it used: cancel a 30-credit, three-minute video moments before its results are ready and all 30 go back to your balance, automatically.

Credits a cancellation returns go back exactly where they came from, with the same expiry. If their plan ended while the analysis was running, they end with it, as they would have had you not started it.

Once an analysis has finished it can no longer be cancelled, because at that point the result exists and is yours to read. If a finished analysis is wrong or unusable, write to us: that is a support question rather than a cancellation, and where the fault is ours we return its credits.

NeuroVidz is operated by Sandmatter LLP, a limited liability partnership registered in India.

hello@sandmatter.com · +91 74358 84422 · sandmatter.com