NEUE ACADEMY — REFUND AND CANCELLATION POLICY

Revelium Studios FZCO · Version: 1.1 · Last Updated: 29 July 2026

This Policy applies to every purchase of Neue Academy access: Founding Member Lifetime Access (Pro and VIP tiers) sold before the public launch of 31 October 2026, and — from launch — the Basic plan (monthly/yearly), the Pro plan (monthly/yearly), and Lifetime Access. It forms part of our Payment Terms and Terms and Conditions. Nothing in this Policy reduces any non-waivable right you have under the consumer law of your country of residence; where local law gives you more than this Policy does, local law wins.

1. The Principles Behind This Policy

Three rules govern everything below, so you always know where you stand:

First — a real 14-day guarantee. We apply the strictest applicable standard in the world (the EU's 14-day cooling-off right) to every customer, worldwide, and we make it more generous than the law requires: full refund, no questions, even if you've already used the Service, with no proportionate-use deduction.

Second — a refund is a full exit. When we refund a purchase, the access that purchase paid for ends at the moment the refund is processed. You cannot keep lessons, community access, live-event access, or any other entitlement after being refunded for them. This applies to every plan type without exception.

Third — subscriptions buy time; only Lifetime doesn't expire. A monthly plan buys a month; a yearly plan buys twelve months. When the paid period ends without renewal, access ends. Returning later means paying the price in force at that time. Lifetime Access is the only purchase whose access does not expire.

2. The 14-Day Money-Back Guarantee

You may cancel any initial purchase — Founding Member Lifetime Access (Pro or VIP), Lifetime Access bought after launch, or the first term of any Basic or Pro plan — within 14 days of the purchase date and receive a full refund of everything you paid, without giving any reason.

Details that matter:

(a) The 14 days run from the calendar date of purchase shown on your receipt, and include weekends and holidays. A request submitted at any time on day 14 (your local time, per your billing address) is in time.

(b) Having watched lessons, attended a live event, or participated in the community during those 14 days does not reduce your refund. EU law would permit us to deduct a proportionate amount for use; we choose not to.

(c) The refund covers the full amount charged, including any tax we collected. Foreign-exchange differences and fees charged by your own bank or card issuer are outside our control and are not reimbursed.

(d) Refunds are issued to the original payment method only, within 14 days of our confirmation, subject to processor and bank timelines (typically 5–10 business days to appear on your statement).

(e) When the refund is processed, your access ends immediately (Section 6).

3. How to Cancel or Request a Refund — No Tricks

Cancellation and refund requests work through the same channels you used to sign up, entirely online. There are no phone calls, no mandatory "retention" conversations, no chat queues you must survive, and no hidden buttons. Either of these is sufficient on its own:

1. In the app: Account → Settings → Manage plan → Cancel plan or Request refund. The confirmation takes at most three clicks from the settings screen.
2. By email: write to support@theneue.academy from your registered email address. The words "cancel" or "refund" are enough; you do not need to give a reason, fill in a form, or answer follow-up questions before we act.

What happens next: we acknowledge receipt by email within 2 business days; we process the cancellation or refund and confirm the outcome by email; and for refunds, the confirmation states the amount, the payment method credited, and the date access ended. If you ask us to reconsider or to pause instead, that is always your choice — we may mention alternatives once, but we will never make accepting one a condition of processing your request.

4. Recurring Subscriptions — Basic and Pro (from 31 October 2026)

4.1 Cancelling. You may cancel at any time using the methods in Section 3, with effect from the end of the current billing period. You keep full access until that date, and nothing further is charged. Cancellation is not a refund: amounts already paid for the current period stay paid (except as provided in Sections 2 and 4.3).

4.2 Monthly plans. Each charge buys one month of access. Outside the initial 14-day guarantee, monthly charges are not refunded — you simply cancel and run out the month. Where the mandatory law of your country requires a refund in specific circumstances (for example, prolonged inability to deliver the service), that law applies.

4.3 Yearly plans. Each charge buys twelve months of access. In addition to the initial 14-day guarantee, every renewal charge carries its own 14-day window: cancel within 14 days of a renewal being charged and that renewal is refunded in full, with access reverting to the end of the previous paid period. After the 14-day window, the year runs to its end and no partial or pro-rated refund applies, except where local mandatory law provides otherwise. We send a reminder email at least 15 days before every yearly renewal, stating the amount, the charge date, and how to cancel — so a renewal should never surprise you.

4.4 When your subscription ends, access ends. At the end of the last paid period — whether because you cancelled, a payment failed and was not cured (Payment Terms Section 7), or a yearly term simply expired without renewal — your access to plan content ends. Your account itself stays open, and your learning progress is retained per the Privacy Policy retention periods, so if you return, you pick up where you left off.

4.5 Coming back costs the current price. If you re-subscribe after your access has ended, you pay the price in force at that time for the plan you choose. Earlier pricing — beta pricing, founding-member pricing, promotional pricing, or simply the price you used to pay — is not guaranteed to be available again. This is stated here so there is no misunderstanding: leaving and returning is always possible, but the terms of return are those on offer at the time of return.

4.6 Upgrades and downgrades. Upgrading (Basic → Pro, or any subscription → Lifetime) takes effect immediately; the unused value of your current period is credited pro rata against the new purchase. Downgrading (Pro → Basic) takes effect at your next renewal; until then you keep Pro access you have already paid for.

5. Lifetime Access — Founding Member (Pro/VIP) and Post-Launch

5.1 Lifetime Access is a one-time purchase of access for the commercial lifetime of the Service (defined honestly in Section 4.1 of the Terms and Conditions and Section 3 of the Founding Member & Course Terms — the life of the product, not of the purchaser).

5.2 Beyond the 14-day guarantee in Section 2, Lifetime Access purchases are not refundable, with one exception: if Revelium permanently discontinues the Service within 24 months of your purchase, you receive a partial refund pro-rated on a straight-line basis over that 24-month period. Example: discontinuation 18 months after your purchase refunds 25% of what you paid.

5.3 A refunded Lifetime Access (under Section 2) ends immediately and permanently, including Founding Member status, tier perks, badge, and community access. Founding Member terms and pricing are tied to the pre-launch period and will not be offered again after launch; a refunded Founding Member who later returns does so on the plans and prices then available (Section 4.5).

6. What Exactly Ends When Access Ends

For clarity, "access ends" — after a refund, at the end of an unrenewed subscription period, or on termination for breach — means all of the following stop at the same moment: streaming and viewing of all lessons (including any offline-viewing copies, which expire); participation in live events and access to recordings; access to community spaces, including the corporate/professional community; and any tier perks. What does not end: your account login, your learning-progress history (retained per the Privacy Policy in case you return), your right to your own data (Privacy Policy Section 10), and any right or claim that accrued before access ended.

7. Fair Use of the Guarantee

The 14-day guarantee exists so you can judge the product honestly, and we intend to honor it without suspicion. We reserve the right to decline a refund only in cases of clear abuse — for example, repeated purchase-and-refund cycles on the same or linked accounts, or evidence of systematic content downloading followed by a refund request — and never where the refund is required by mandatory law. If we decline on abuse grounds, we tell you why in writing, and you can escalate under Section 8.

8. Disagreements and Escalation

Step 1 — reply. Reply to the decision email, or write to legal@theneue.academy, explaining what you think went wrong. Step 2 — independent review. Someone other than the original decision-maker reviews the case and responds within 14 days with a reasoned outcome. Step 3 — formal routes. If we still disagree, Section 15 of the Terms and Conditions applies — including, where your local law grants it, your right to go to your local courts or consumer-protection authority. EU residents may also use available ADR/ODR mechanisms; UAE residents may contact the Ministry of Economy's consumer-protection channels.

About chargebacks: you always have the right to dispute a charge with your card issuer. We ask that you contact us first — our process is usually faster than a card dispute, and payment-network rules automatically suspend accounts with open chargebacks, which we cannot override while the dispute is pending.

9. Relationship to Statutory Rights

This Policy adds to, and never subtracts from, your statutory rights. In particular: EU/EEA and UK consumers keep their 14-day withdrawal right and conformity remedies; UAE consumers keep their rights under Federal Law No. 15/2020 (as amended); and California and other US-state consumers keep all rights under their state's consumer and auto-renewal laws. Where anything in this Policy conflicts with a right you cannot waive, the right prevails and the rest of the Policy stays intact.