Refunds
Refund and cancellation policy
Last updated: September 2026
We sell software work and software subscriptions, not physical goods, so there is nothing to ship back. Here is exactly when you get your money back and how to ask for it.
Before work starts
If you paid a deposit and you cancel before we begin, you get the full deposit back. No questions and no fee.
Once work is underway
You pay for the work already done and we refund the rest. We show you the hours or the milestones the charge covers so you can check the arithmetic yourself. Milestones already delivered and accepted are not refundable.
Retainers and subscriptions
Cancel any time. Cancellation takes effect at the end of the period you have already paid for, and you keep access until that date. We do not prorate a period that has already started. If you cancelled and we billed you anyway, that charge is refunded in full.
If something is broken
If a deliverable does not do what the proposal says it does, tell us within 30 days and we fix it at no charge. If we cannot fix it, you get back what you paid for that deliverable.
Duplicate or wrong charges
Refunded in full as soon as we confirm them, always.
How to ask for a refund
Email hello@nerailabs.com with the invoice number or the email you paid with, and a line about what happened. There is no special form, and for a deposit refund you do not need to give a reason.
What happens next
We reply within 3 business days. If we approve the refund it goes back to the original payment method within 10 business days. Card refunds can take a few extra days to appear on your statement: that timing comes from your bank, not from us. We answer in writing either way, and if we say no we explain why in the same message.
Currency and fees
Refunds are issued in the currency you paid in, for the amount you paid. Exchange rate movements between the payment and the refund are outside our control. We do not deduct processing fees from the amount refunded.
Disagreements
If you are unhappy, email us before you open a chargeback. A chargeback freezes the money for months and settles nothing for either side. Talking to us is faster for you.