Refund Policy
Short version: try it free for 30 days, and if you pay and change your mind within 14 days, you get the money back — no questions asked.
The trial comes first
Every family starts with 30 days free, no card needed. Nothing is charged until you subscribe, so the trial is the place to decide whether Neiliro fits your household.
14 days, no questions
Any payment — the first one or a renewal, monthly or yearly — can be refunded in full if you ask within 14 days of the date it was taken. You don't have to give a reason. This is also your right of withdrawal under EU consumer law, and we apply it to everyone, wherever you live.
After those 14 days a payment is final: we do not refund the remaining part of a month or a year. Cancel instead — the plan runs to the end of the period you paid for, and nothing is charged again.
How to ask
- From the receipt: every payment e-mail from our payment provider, Paddle, has a link to the customer portal, where you can request the refund yourself.
- Or write to [email protected] or through support from the address on the receipt, naming your family's address. We ask Paddle to refund the same day we read it.
Paddle sends the money back to the card or account that paid. It usually shows up within 5–10 business days, depending on your bank.
What a refund changes
A refunded period ends the subscription. Your family's space becomes read-only — everyone can still sign in, read everything and export the full archive — and stays that way for 60 days, exactly as when a subscription lapses. Subscribing again within those days brings everything back.
Cancelling is not a refund
Cancelling stops the next charge; it does not return the current one. If you cancel within 14 days of a payment and also want that payment back, ask for the refund as above.
If we let you down
If the service was unavailable for a meaningful part of a period you paid for, write to us — we would rather refund than argue about what "meaningful" means. And if we ever discontinue the hosted service, the unused part of every paid period is refunded without you asking, as the terms say.