neld — Refund Policy

This Refund Policy takes effect on the date the Service is officially launched.

1. Overview

This Refund Policy explains when payments for the neld service (the "Service"), provided by SNOW Corporation ("SNOW", "we"), are refundable. It applies to purchases made through the Service at neld.ai, namely paid subscription plans ("Pro" plans, billed monthly or annually) and one-time purchases of Top-up Credits.

This policy supplements the neld Terms of Service (in particular §12, Fees, Payment and Plans). Capitalized terms not defined here have the meaning given in the Terms of Service. Nothing in this policy limits any rights you have under applicable law that cannot be waived or limited by agreement (see Section 7).

At a glance

• Subscriptions — cancel at any time; cancellation takes effect at the end of the current billing period; no refunds for partial or unused periods, except as described in this policy or required by law.
• Top-up Credits — full refund within 14 days of purchase if none of the purchased credits have been used.
• Accidental upgrades — the prorated upgrade charge is refunded if you cancel the upgrade within 24 hours and the additional credits issued for it are unused.
• Free Credits — provided free of charge; no cash value; not refundable.
• Statutory rights — your non-waivable consumer rights (including the 14-day withdrawal right for EU/EEA/UK consumers and the 7-day withdrawal right under Korean law) are always preserved and are administered by our payment processor as merchant of record.

2. Payments are processed by a payment processor (Merchant of Record)

All payments for the Service are processed by a third-party payment processor designated by SNOW, acting as merchant of record. This means that you purchase from the payment processor as an authorized reseller of the Service, and the payment processor handles payment processing, billing, tax collection, invoicing, refunds, withdrawals and payment reversals. The payment processor or its affiliates may appear as the seller or merchant on your billing statement. The specific payment processor is identified at checkout and on your receipt.

Refunds under this policy are executed by the payment processor to your original payment method. In addition to this policy, the payment processor's refund policy and buyer terms may apply to your purchase, and the payment processor may consider refund requests at its own discretion in accordance with its policies.

3. Credits at a glance

The Service uses three types of Credits (Terms of Service §12.5). The rules most relevant to refunds are:

• Credits are consumed in order of nearest expiration date first. In practice, Top-up Credits (with 5-year validity) are normally consumed last, which helps keep an unused top-up purchase eligible for a refund.
• Credits have no cash value, do not constitute property or legal tender, and are non-transferable and non-redeemable for cash, except as expressly required by applicable law or the Terms of Service.
• When a refund is issued for a purchase, the Credits issued for that purchase are revoked.

4. Subscriptions (Pro plans)

4.1 Cancellation — effective at the end of the billing period

You can cancel a paid subscription at any time through the account management functionality within the Service. Cancellation takes effect at the end of the current billing period (month or year):

• You keep access to paid features, and Subscription Credits already granted remain usable, until the end of the period you have paid for. For annual plans, Subscription Credits continue to be granted monthly until the end of the paid annual term.
• You will not be charged again after cancellation takes effect.
• Except as described in this policy or required by applicable law, subscription fees are not refundable once a billing period has started, and no refunds or credits are provided for partial billing periods, unused time, or unused Subscription Credits. This applies to both monthly and annual plans (annual plans are not refunded pro rata for remaining months).

4.2 Renewals and advance notice

Paid subscriptions renew automatically at the end of each billing period. We send a renewal reminder by email before each charge — at least 7 days before a monthly renewal and at least 30 days before an annual renewal. To avoid being charged for the next period, cancel before the renewal date.

If a renewal payment fails, paid features are suspended and the payment is retried in accordance with the payment processor's procedures; you will be notified by email.

4.3 Plan changes (upgrades and downgrades)

• Upgrades take effect immediately. You are charged a prorated difference for the remainder of the current billing period, and prorated Subscription Credits are issued. The amount charged is shown for confirmation before you complete the upgrade.
• Downgrades (and switching from annual to monthly billing) take effect from the next billing date. You keep your current plan until then, and no mid-period refund of the price difference is provided.

4.4 Accidental upgrades — 24-hour correction window

If you upgrade by mistake, you can cancel the upgrade within 24 hours through the Service or by contacting support. If none of the additional credits issued for the upgrade have been used, we will refund the prorated upgrade charge and return your account to the previous plan.

If any of those credits have been used, or more than 24 hours have passed, the upgrade charge is not refundable; you can instead schedule a downgrade effective from the next billing date (Section 4.3).

5. Top-up Credits

5.1 14-day full refund for unused purchases

A Top-up Credit purchase is eligible for a full refund if both of the following are met:

1. the refund request is submitted within 14 days of the purchase date; and
2. none of the credits from that purchase have been used.

5.2 Once use begins, the purchase is non-refundable

Consuming credits from a top-up purchase — even a single credit — constitutes the start of the supply of the purchased digital content, and the purchase is then no longer refundable, to the maximum extent permitted by applicable law. After 14 days from purchase, the purchase is non-refundable regardless of use. This restriction is disclosed at checkout before you complete a purchase.

Because credits are consumed in order of nearest expiration first (Section 3), Top-up Credits are normally the last to be consumed, so a recent top-up purchase will in many cases remain fully unused and refundable within the 14-day window.

5.3 Auto-refill purchases

If you enable auto-refill, each auto-refill charge is treated as a separate top-up purchase, and the rules in Sections 5.1 and 5.2 apply to each charge individually. The same refund restriction is disclosed when you enable auto-refill. You can disable auto-refill at any time in account management.

6. Free and promotional credits

Free Credits (including sign-up bonuses, promotional grants, coupons and goodwill or compensation grants) are provided free of charge, have no cash value, and are not refundable, redeemable or exchangeable. They expire on the date stated at the time of grant. Free Credits also give you a way to try paid features of the Service before making a purchase.

7. Your statutory rights

This policy is a product policy that sits on top of your statutory rights. It does not reduce or replace them. Because the payment processor is the merchant of record, statutory withdrawal and refund rights connected to your purchase are administered by the payment processor in accordance with applicable law and its policies.

7.1 Consumers in the EU, EEA and UK

If you are a consumer in the European Union, the European Economic Area or the United Kingdom, you have a statutory right to withdraw from a purchase within 14 days without giving a reason. Under the payment processor's buyer terms, this right applies to one-off purchases and to the first payment under a subscription; it does not apply to subsequent subscription renewal payments (for UK consumers, an annual subscription renewal starts a new 14-day withdrawal period).

Where digital content is supplied immediately (such as Credits, or immediate access to paid features) and you expressly consent at checkout to immediate supply, your right of withdrawal lapses once you begin downloading, streaming, using or otherwise benefiting from the purchase (for example, by consuming credits), to the extent permitted by law.

7.2 Consumers in the Republic of Korea

If you are a consumer in the Republic of Korea, you may withdraw from a purchase within 7 days in accordance with the Act on the Consumer Protection in Electronic Commerce. The right of withdrawal may be restricted for digital content whose supply has begun (for the Service, consuming credits from a purchase constitutes the start of supply). For divisible digital content, withdrawal remains available for the portion whose supply has not begun, as provided by law.

In accordance with that Act, the restriction on withdrawal is clearly disclosed before purchase (at checkout), and Free Credits are provided so that you can try the relevant features before purchasing.

7.3 No limitation of non-waivable rights

Nothing in this policy limits any right that applicable consumer protection law grants you and that cannot be waived or limited by agreement. Where applicable law requires a refund, it will be provided through the payment processor regardless of the rules in Sections 4 to 6.

8. Refunds in special cases

Regardless of Sections 4 and 5, we will provide a refund (through the payment processor) in the following cases:

• Billing errors. If you were charged in error — for example a duplicate charge or an incorrect amount — the erroneous charge will be corrected and refunded.
• Failure to deliver. If the Service fails, or is unreasonably delayed, in making a paid feature or purchased Credits available to you due to technical issues attributable to us, you are entitled to a replacement or a refund of the relevant charges, in accordance with the payment processor's buyer terms.
• Discontinuation of a paid Service. If SNOW discontinues a paid Service or paid feature, SNOW may provide a substantially similar replacement, a prorated refund of prepaid unused fees, or another appropriate remedy, in accordance with the Terms of Service.

9. How to request a refund

You can request a refund through either channel:

1. neld support — contact dl_neld@snowcorp.com from the email address registered to your account, with the receipt or transaction number from your payment receipt email.
2. Payment processor — follow the refund request instructions provided in your payment receipt email.

We may check the usage records of the relevant purchase to confirm eligibility under this policy. Approved refunds are issued by the payment processor to the original payment method in the original transaction currency, typically within 5–10 business days of approval (timing may vary by payment method and provider) and in any event within the period required by applicable law. Where a purchase is refunded, associated taxes are handled by the payment processor as merchant of record.

10. Chargebacks and payment disputes

If you believe a charge is incorrect, please contact us or the payment processor first — most billing issues can be resolved faster than a card dispute.

When a chargeback or payment dispute is opened with your payment provider, the dispute is handled between your payment provider and our payment processor. While the dispute is pending, your account may be temporarily restricted and the Credits associated with your account may be frozen. If the dispute is resolved in your favor, your account and Credits are restored in full. If the dispute is resolved against you, the Credits connected to the reversed payment are revoked and your account may remain restricted or be suspended.

11. Fraud and abuse

We may refuse a refund, and may revoke Credits, where we reasonably determine that a purchase or refund request involves fraud or abuse of this policy (for example, repeated cycles of purchasing, consuming and requesting refunds). Credits granted, credited or used as a result of technical error, fraud, abuse or payment reversal may be corrected, adjusted, cancelled or reclaimed in accordance with the Terms of Service. Accounts suspended or terminated for violations of the Terms of Service are not entitled to refunds, except as required by applicable law.

12. Changes to this policy

We may update this Refund Policy from time to time. Changes apply prospectively from their effective date and will not reduce your rights for purchases made before the change. Material changes will be notified in accordance with the Terms of Service. The current version will always be available on our website.

13. Contact

• Service: neld (neld.ai), provided by SNOW Corporation
• Support: dl_neld@snowcorp.com · +82-31-784-5589
• Business information: SNOW Corporation · CEO: Changwook Kim · Business registration no. 786-87-00371 · E-commerce registration no. 2018-성남분당B-0023 · 15F, Green Factory, 6 Buljeong-ro, Bundang-gu, Seongnam-si, Gyeonggi-do, Republic of Korea