Refund Policy

Product: LeaseLens (neolain.com/leaselens) Operator: NeoLain Trading Co. Limited, Hong Kong HK Business Registration No.: [BR number placeholder] Contact: support@neolain.com Last updated: [last-updated date placeholder]

Plain-English summary. First-time subscribers get a no-questions-asked refund within 7 days. Pay-as-you-go charges are non-refundable once a lease has been extracted, because we have already paid for the compute. Enterprise customers get pro-rated refunds on cancellation. Email support@neolain.com and we will close out within 5 business days.

This Refund Policy is part of our Terms of Service (/legal/terms). Where this policy and the Terms conflict on refund matters, this policy governs.

This document is informational; it is not legal advice. Local consumer-protection laws may grant you stronger refund rights, and those always apply in addition to what is written here.

1. First-time subscriber refund — 7 days, no questions

If you are a new subscriber (this is your first paid subscription to LeaseLens), you can request a full refund of your first subscription charge within 7 calendar days of that charge.

Applies to Starter, Professional, and Unlimited monthly or annual plans.
Applies to your very first paid subscription only. Subsequent renewals, reactivations after cancellation, and tier upgrades are not covered by this clause.
No reason required. Email support@neolain.com from the address on your account with the subject line "First-time refund" and we will process it.

Once we confirm the refund, your subscription ends immediately and extracted data remains available for export for 30 days in line with the Terms.

2. Pay-as-you-go — fair warning before extraction

Pay-as-you-go charges (currently USD $15 per lease) are non-refundable once an extraction has been successfully completed. This is because:

Once an extraction has run, we have already paid the underlying compute cost to our LLM provider.
You have the structured output and can download, export, or copy it.

To make sure you are never surprised:

Pre-extraction confirmation. Before you trigger an extraction that will incur a charge, the dashboard shows a clear confirmation dialog with the price. No charge is incurred without your explicit confirmation on that dialog.
No charge for system failures. If an extraction fails due to a system error on our side, you are not charged. If it fails because the document is unreadable (e.g., password-locked, corrupted), you are not charged.
Goodwill refunds. If a pay-as-you-go extraction returned output that you reasonably believe is materially wrong, email support@neolain.com with the lease ID and a description of the issue. We review these on a goodwill basis and can issue a credit or refund at our discretion.

3. Subscription renewals

For monthly and annual subscription renewals (anything after your first paid period):

No automatic refund on partial periods. If you cancel mid-cycle, you keep access until the end of the current period; we do not refund the unused portion.
Accidental renewal. If you intended to cancel before a renewal date but the charge went through (e.g., you missed the renewal email), contact support@neolain.com within 7 calendar days of the renewal charge. We will review and, in genuine cases of accidental renewal where you have not used the Service in the new period, offer a refund. We reserve judgment to prevent abuse.
Annual plans. Annual prepayments are non-refundable mid-term, except where required by mandatory law or addressed under Section 4 (Enterprise).

4. Enterprise and Unlimited tier — pro-rated on cancellation

For customers on the Unlimited tier with an annual commitment, or any customer with a signed order form ("Enterprise customers"):

On cancellation for convenience, you may request a pro-rated refund of the unused portion of a pre-paid annual term, calculated from the effective cancellation date to the end of the pre-paid period.
On termination by us for convenience under Section 13.3 of the Terms, we refund the unused pre-paid portion automatically.
On termination by us for cause (material breach by Customer), fees are non-refundable.
On termination by you for our uncured material breach, you receive a pro-rated refund of the unused pre-paid portion.

Enterprise order forms may set out different refund terms, which prevail.

5. Tier downgrades and upgrades

Upgrades (e.g., Starter to Professional mid-cycle) are prorated: you pay the difference for the remainder of the current period and the full new-tier fee at the next renewal.
Downgrades take effect at the next renewal. No partial refund is issued for the current period. You retain the higher-tier features through the end of the current period.

6. Chargebacks

Please contact us before initiating a chargeback. A chargeback triggers fees for us and an investigation on your account. We resolve the vast majority of billing questions within 5 business days by email and prefer to handle disputes directly.

If a chargeback is opened and later found to be unwarranted (e.g., subscription was used and valid), we may suspend the account pending resolution and are not obligated to issue service credits in addition to any amount refunded through the chargeback process.

7. How to request a refund

Email support@neolain.com from the address on your account.
Subject line: "Refund request — [your account email]".
Include: plan name, charge date, amount, and a brief note on the reason (for first-time refunds within the 7-day window, "first-time refund" is sufficient).
We respond within 2 business days and complete refund processing within 5 business days of confirming eligibility.
Refunds are issued to the original payment method. Depending on your bank and card network, it may take an additional 5 to 10 business days for the refund to appear on your statement.

8. Questions

Email support@neolain.com. For anything involving legal or contractual interpretation, email legal@neolain.com.

Postal: NeoLain Trading Co. Limited, [registered address placeholder], Hong Kong SAR.

LeaseLens output is informational. It is not legal advice. Always have qualified counsel review lease terms before relying on them for legal or financial decisions.