NDEY Enhance

Refund Policy

Last Updated: November 21, 2025

This Refund Policy explains the conditions and process for requesting refunds for token purchases made on NDEY Enhance. We are committed to customer satisfaction while maintaining fair policies that prevent abuse.

1. Service Provider

NDEY AI
Benderstraße 99
40625 Düsseldorf, Germany
Email: support@ndey-enhance.com

2. Refund Eligibility

2.1 Standard Refund Window

You may request a refund within 14 days of your purchase date if you meet the following conditions:

2.2 Token Usage Examples

PlanTotal TokensMaximum Usage for Refund
Standard Plan100 tokens9 tokens or fewer
Premium Plan400 tokens39 tokens or fewer
Ultra Plan1,200 tokens119 tokens or fewer

2.3 Technical Issues

If you experience technical problems that prevent you from using the Service, you may be eligible for a refund outside the standard window. Technical issues include:

  • Persistent service outages affecting your ability to use tokens
  • Billing errors resulting in duplicate charges
  • Tokens not being credited to your account after successful payment

You must report technical issues to support@ndey-enhance.com within 30 days of the purchase to be considered for a refund.

3. Non-Refundable Situations

Refunds will not be granted in the following circumstances:

  • More than 14 days have passed since purchase (unless due to technical issues as described above)
  • You have used more than 10% of the purchased tokens
  • Your account has been suspended or terminated for violating our policies
  • You are engaged in or suspected of fraudulent activity
  • You simply changed your mind after using a significant portion of tokens
  • You are dissatisfied with the quality of AI-generated outputs (as results may vary based on input quality and other factors)
  • You have initiated a chargeback with your payment provider

4. How to Request a Refund

To request a refund, follow these steps:

  1. Send an email to support@ndey-enhance.com with the subject line "Refund Request"
  2. Include the following information:
    • Your account email address
    • Transaction ID or payment date
    • Amount paid and plan purchased
    • Reason for requesting a refund
  3. Our support team will review your request within 5 business days
  4. If approved, refunds will be processed to your original payment method within 10 business days

5. Refund Processing

5.1 Processing Time

  • Review: We will review your refund request within 5 business days
  • Processing: Approved refunds are processed within 10 business days
  • Bank/Card Processing: Additional 3-10 business days depending on your financial institution

5.2 Refund Method

Refunds are issued to the original payment method used for the purchase. We process refunds through Stripe, our payment processor. You will receive:

  • Email confirmation when your refund is approved
  • Email notification when the refund is processed by Stripe
  • The refund amount in the original currency (EUR)

5.3 Partial Refunds

If you have used some tokens but remain within the 10% usage threshold, you may receive a full refund. We do not offer partial refunds for users who have exceeded the usage threshold.

5.4 Account Status After Refund

Once a refund is processed:

  • The refunded tokens will be deducted from your account balance
  • Your account will remain active unless you request closure
  • You may make new purchases in the future

6. Chargebacks

Important: If you initiate a chargeback with your credit card company or bank instead of contacting us for a refund:

  • Your account may be immediately suspended pending investigation
  • You forfeit your right to a refund through our normal process
  • We may pursue dispute resolution through Stripe and your payment provider
  • Fraudulent chargebacks may result in permanent account termination

We strongly encourage you to contact us at support@ndey-enhance.com before initiating a chargeback so we can resolve any issues directly.

7. European Consumer Rights

For customers in the European Union, you have additional rights under the EU Consumer Rights Directive:

7.1 Right of Withdrawal (14-Day Cooling-Off Period)

EU consumers have the right to withdraw from the purchase within 14 days without giving any reason. However, this right does not apply if:

  • You have expressly requested that service provision begins immediately
  • The service has been fully performed (i.e., you have used all purchased tokens)

When you make a purchase, you acknowledge that the Service begins immediately upon payment, and you may lose the right of withdrawal if you use the tokens.

7.2 Withdrawal Process

To exercise your right of withdrawal, send a clear statement to legal@ndey-enhance.com within 14 days of purchase. We will process the refund within 14 days of receiving your withdrawal notice.

8. Currency and Exchange Rates

All purchases are processed in Euros (EUR). If your bank or card issuer applies currency conversion:

  • Refunds are issued in EUR
  • Your bank may apply different exchange rates for the original charge and refund
  • We are not responsible for currency conversion fees or rate differences
  • Any currency conversion fees charged by your bank are non-refundable

9. Promotional and Bonus Tokens

This refund policy applies only to purchased tokens. Free promotional tokens, bonuses, or credits provided by NDEY Enhance are non-refundable and may be subject to separate terms.

10. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be communicated via email or through a notice on the Service. The updated policy will apply to purchases made after the effective date of the change.

11. Dispute Resolution

If you are not satisfied with our response to your refund request, you may:

12. Contact Information

For refund requests, billing questions, or concerns about this policy:

Email: support@ndey-enhance.com
Legal: legal@ndey-enhance.com
Address: NDEY AI, Benderstraße 99, 40625 Düsseldorf, Germany

13. Related Policies

This Refund Policy should be read in conjunction with: