REFUND, RETURN AND CANCELLATION POLICY
Effective 11 October 2026
Neural Deep Network LTD, company number C114166, Malta. Customer support: work@neuraldeep.net. Correspondence: DiHubMT, Zone 3, Central Business District, Triq L-Intornjatur, Birkirkara CBD 3050, Malta.
1. Request a return, refund or cancellation
Email work@neuraldeep.net with your name, order reference, contact email and the goods or service concerned. For a fault, describe the issue; photos can help but are not a condition of exercising statutory rights. An unequivocal withdrawal statement is sufficient for an eligible change-of-mind cancellation. We will provide appropriate return instructions and a return destination. Do not send goods to the correspondence office without checking the return destination.
2. Consumer withdrawal
For eligible EU/EEA distance purchases, notify us within 14 days after receiving goods, or within 14 days after the service contract is concluded. Where one order is delivered in separate goods or lots, the applicable period runs from receipt of the last good or lot. You may notify us before delivery. Return goods within 14 days after notifying withdrawal. You may examine goods as you would in a shop; a deduction may apply for diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Original packaging is helpful, but its absence does not automatically remove your rights.
You pay the direct return cost for a change-of-mind return only where we disclosed it before purchase. For goods that cannot normally be returned by post, the estimated return cost must be disclosed before purchase. We cover reasonable return costs for defective, incorrect or damaged goods where required.
3. Refunds
For a valid withdrawal, we reimburse the eligible amount, including the cost of the least expensive standard delivery offered for the original order, within 14 days after being informed. For goods we may withhold reimbursement until we receive the goods or evidence of return, whichever is earlier, unless we offered to collect them. Additional express-delivery costs are not refundable under statutory withdrawal. Refunds use the original payment method unless you expressly agree otherwise, with no refund fee. Your payment provider's posting time may vary.
4. Personalised and printed goods
The withdrawal exception applies to goods made to your specifications or clearly personalised, where legally applicable. Standard catalogue products retain applicable withdrawal rights even if printed after an order is placed. Customisation does not remove rights where goods are defective, misdescribed or fail to meet the agreed specification. Ask us promptly about changing a custom order; any voluntary cancellation arrangement will be confirmed in writing.
5. Digital content and services
Downloading, generating or using a product does not automatically waive withdrawal rights. Immediate supply of digital content loses the withdrawal right only where the legal conditions are met, including prior express consent, acknowledgement of the loss and the required contract confirmation. For services begun during the withdrawal period at your express request, a lawful proportionate amount may be due if you withdraw. The withdrawal right is lost for a fully performed service only where the required prior consent and acknowledgement were obtained. If the necessary conditions were not met, statutory rights remain.
6. Subscriptions, faults and non-delivery
Cancellation of renewal and statutory withdrawal are distinct. Cancel future renewal in the account or billing portal where available, or email us before the next billing date. Paid-period access normally continues until expiry. Outside statutory rights or an expressly offered refund, renewal cancellation does not automatically refund an already supplied billing period.
EU consumers have statutory conformity rights, including a minimum two-year legal guarantee for goods, and applicable conformity remedies for digital content and services. Contact us for repair or replacement, or price reduction or termination/refund where the legal conditions are met. A delivery-damage reporting request does not shorten statutory rights. For non-delivery, statutory rights to require delivery and terminate remain available.
7. Optional withdrawal form
To: Neural Deep Network LTD, work@neuraldeep.net, correspondence address above.
I/We hereby give notice that I/We withdraw from my/our contract for the following goods/service:
Order reference:
Ordered on / received on:
Consumer name:
Consumer address:
Email for acknowledgement:
Date:
Signature (only if submitted on paper):
Delete whichever wording does not apply.
Business purchases do not automatically carry consumer cooling-off rights; the agreed business contract applies. Nothing here reduces mandatory rights in your jurisdiction.