1. Current payment status
Live payments are not yet enabled. This policy applies once Nerune's payment provider and merchant account are formally approved. Questions may be sent to [email protected].
2. Canceling a subscription
When subscriptions are enabled, you may cancel through Nerune's subscription settings or the payment provider's customer portal. Cancellation stops future renewals but does not automatically reverse a completed charge. Access normally continues through the paid period unless a refund or provider action ends it earlier.
3. Requesting a refund
Send [email protected] the account email, payment provider order identifier, purchase date, amount, and a short explanation. Do not send a full card number, password, government identity document, tax number, or authentication code. Refund eligibility depends on the purchase circumstances, payment provider rules, abuse prevention, and mandatory consumer rights that apply where you live.
4. Duplicate or incorrect charges
Report a duplicate, unauthorized, or incorrectly priced charge promptly. Nerune will compare the request with verified provider records and may suspend related subscription access while investigating fraud or account compromise.
5. Processing
Approved refunds are sent through the original payment provider. Bank or wallet processing times are controlled by the payment provider and financial institution. Nerune does not guarantee a specific settlement time and does not limit rights that cannot legally be excluded.