Neetrix sells digital products and file-processing jobs. The applicable price and purchase model are shown before payment. If we take payment and fail to deliver the paid service because of a Neetrix-side problem, we do not expect you to pay for that failure. This policy does not reduce any mandatory consumer rights that apply to your purchase.
Refunds for service or payment failures
We will correct the charge or provide a refund when:
- the same order was charged more than once;
- the charged amount or currency does not match the order you accepted;
- a paid decompiler job cannot run because of a Neetrix-side service failure and no usable paid result is delivered;
- a paid product, download or license cannot be delivered and support cannot restore delivery within a reasonable time; or
- a material defect prevents the product from doing what its release page specifically advertised and we cannot provide a reasonable correction.
Decompiler jobs
Every decompiler job is quoted before payment. Decompilation cannot recreate information that was never present in the compiled file, so original names, comments and source structure are not guaranteed. A successful analysis can therefore be partial and still be a valid result. The result is not refundable only because it differs from the original source or from a preferred reconstruction.
If the paid job fails on our side and no usable paid output is produced, we will either rerun the job without another charge or refund that job, according to your support request and what is technically possible.
Digital products and licenses
If a download or licensed product is not delivered, is materially defective, or does not provide compatibility that the release page specifically promised, open a ticket. We may first provide a corrected build or restore access where that solves the problem promptly. If the problem cannot be reasonably corrected, the affected purchase can be refunded. A refunded license, server seat or associated product access is revoked when the refund is completed.
Change-of-mind purchases
If you bought the wrong item, contact support as soon as possible and, where possible, before downloading, activating or consuming it. Eligibility depends on what has already been supplied and on any withdrawal or other consumer rights that apply to the transaction. Nothing in this policy is intended to waive a right that cannot legally be waived.
Requesting a refund
Open a Support ticket, choose Refund, and include the order number and a short description of the problem. Do not send payment credentials, passwords or recovery codes. We may ask for additional information needed to verify the order or reproduce a product problem.
Approved refunds are sent back through the original payment method where the payment provider supports it. The provider or financial network may need additional time to post the returned funds after Neetrix submits the refund.