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Legal
Last updated: July 10, 2026
This Refund Policy explains when fees paid for Neptune EHSS subscriptions, pilots, or related services may be refunded. It applies unless a signed order form or enterprise agreement states otherwise.
Subscription fees are generally non-refundable once a billing period has started. You may cancel renewal before the next billing date so you are not charged for a subsequent term. Access continues through the end of the paid period unless otherwise agreed.
Fees for time-boxed pilots or proof-of-concept engagements are non-refundable after the pilot start date, except where Neptune fails to deliver the agreed scope due to our material breach and does not cure within a reasonable period after written notice.
If you are charged twice for the same invoice, or charged in clear error, contact us promptly. After verification, we will refund the duplicate or erroneous amount to the original payment method.
Where an SLA or order form provides service credits for downtime or unmet commitments, those credits are the exclusive remedy and are not cash refunds unless the agreement expressly says so.
Email billing@neptunehs.com with:
We aim to respond within ten (10) business days. Approved refunds are typically processed within fourteen (14) business days to the original payment method.
Nothing in this policy limits rights you may have under mandatory consumer or local law that cannot be waived by contract.
See also our Terms of Service and Contact page.