Refund Policy

Request a refund within 14 days of purchase.

Legal review is pending.

The policy

14 days. No questions asked. If you bought Neap software and you want your money back within 14 days of purchase, you get it back. No reason is required.

How to ask

Email support@neap.cloud from the address you bought with. Your order number is on your account page. Including it makes it faster, but we can find you by email address alone.

We aim to process refunds within 2 business days. Moonbase, as Merchant of Record, issues the refund to your original payment method. Your bank then takes its own time, usually 5–10 business days, which is out of everyone’s hands.

What happens to your licence

The licence is revoked when the refund is processed. Any activations are released, and the software returns to its unlicensed state on the computers where you installed it. It does not delete your settings or your presets, and sessions that used it will still open.

You must stop using the software and remove it from your computers.

After 14 days

The window has passed and we are not obliged to refund. Email us anyway if something is genuinely wrong, such as a bug we cannot fix or a system we said we supported and do not. We would rather refund an unhappy customer than keep the money.

Exclusions

We may decline a refund, or decline to sell to you again, if:

• The licence has been shared or used in a way the EULA forbids.
• The same person repeatedly buys and refunds the same product.
• The purchase was fraudulent or made with a stolen payment method.

These exclusions apply to fraudulent or abusive use of the refund policy.

Try before you buy

There is a free 14-day trial of the full plugin, with no card required. Use it to check compatibility with your computer and DAW before buying.

Chargebacks

Please email us before contacting your bank. A chargeback costs us a fee and takes months to resolve, and the refund above is faster for you. A licence subject to a chargeback is deactivated while it is investigated.

Statutory rights

If you are a consumer, this policy is in addition to your legal rights and does not limit them. Consumers in the EU and the UK have a statutory 14-day right of withdrawal on distance contracts, which for downloadable software can end once the download starts with your agreement. Our policy gives you at least as much either way.