Refund Policy

Effective date: October 29, 2026

This Refund Policy applies to Nevoro story-credit purchases made through our website.

1. Our credit model

Nevoro offers one-time story-credit purchases. Standard self-service credit packs are not subscriptions and do not automatically renew. Purchased story credits do not expire. Nevoro may also provide complimentary trial or promotional credits. Complimentary credits have no cash value and are not refundable.

2. Refunds for unused credit purchases

You may request a full refund within 14 calendar days of purchase if none of the story credits included in that purchase have been consumed. A story credit is considered consumed when a customer interview receives its first answer and the credit is applied to that story. Creating an interview does not permanently consume a credit if that credit is subsequently released through Nevoro's normal workflow.

3. Purchases where credits have been used

Once one or more credits from a purchased pack have been consumed, the purchase is generally non-refundable. Nevoro does not normally provide prorated refunds for unused credits remaining in a partially used pack. This does not affect any mandatory refund, withdrawal, or consumer rights that apply under applicable law.

4. Duplicate or erroneous purchases

If you believe you were charged more than once or made a purchase in error, contact support@nevoro.in as soon as possible. We will review the transaction and, where appropriate, arrange a refund through Paddle.

5. Technical problems

If a material technical problem with Nevoro prevents you from using the service as described, contact us so we can first try to resolve the issue. If the problem cannot reasonably be resolved, a full or partial refund may be provided where appropriate or required by applicable law.

6. How refunds are processed

Payments for Nevoro's self-service credit purchases are processed by Paddle, our Merchant of Record. Approved refunds are processed through Paddle and are normally returned to the original payment method, subject to Paddle's processing rules and the payment method used.

7. Effect of a refund on credits

When a purchase is fully refunded, unused Nevoro credits associated with that purchase may be removed from the relevant workspace. Where a partial refund is approved, Nevoro may adjust the corresponding credit balance to reflect the refunded amount. Credits already consumed cannot be reused after a refund.

8. Consumer rights

Nothing in this Refund Policy limits mandatory consumer rights available under applicable law. Depending on where you live, statutory cancellation, withdrawal, or refund rights may apply regardless of this Policy. Where those rights provide greater protection than this Policy, those rights will apply.

9. Abuse and fraud

Refund requests may be declined where there is evidence of fraud, refund abuse, chargeback abuse, or other manipulative activity, subject always to applicable law.

10. Contact

For questions about a Nevoro purchase or refund request, contact us at support@nevoro.in.