Legal
Refunds and cancellation
Last updated: 2026-09-07
The short version
If Neaten does not do what you needed, write to support@tryneaten.com within 14 days of buying and you will be refunded. No form, no interview, no “let me connect you with someone”. Telling us which part did not work is appreciated and is not a condition.
Refunds go back to the card you paid with, and usually take five to ten working days to appear, depending on your bank. When a purchase is refunded, the licence key issued for it stops applying and Neaten returns to trial mode. Nothing on your computer is removed — your files, your recipes and anything you have already exported are yours and stay where they are.
Your statutory right of withdrawal
Under EU consumer law you normally have 14 days to withdraw from a distance purchase. For digital content delivered immediately, that right ends once delivery has begun with your express consent — which is what happens when you are shown your licence key on the payment success page. You are asked to agree to that at checkout, as the law requires.
The 14-day policy above is offered regardless of that, so in practice you are not worse off. It is a policy, not a waiver: it does not reduce any right you have by law.
Cancelling a subscription
Cancel from the billing portal linked in your subscription confirmation email, or write to support and it will be done for you. Cancellation takes effect at the end of the period you have already paid for; there is no early-termination charge and no retention flow to get past.
Cancelling stops future payments. It is not by itself a refund of the period already paid for, though if you cancel because something is broken, say so and it will be treated as a refund request.
Failed payments
If a subscription payment fails, your licence keeps working for a short grace period and you will be emailed before anything stops. Updating your card within that window means nothing changes for you.
If a payment is disputed
A chargeback ends the licence associated with that payment. If a charge looks wrong to you, writing to support is faster than a chargeback and does not cost either side a fee.
What plans are refundable
| Plan | Refund | Cancel |
|---|---|---|
| Lifetime | Within 14 days | Nothing to cancel |
| Yearly | Within 14 days | Any time, effective at period end |
| Monthly | Within 14 days | Any time, effective at period end |
| Seller | Neaten |
|---|---|
| Registered in | Denmark |
| VAT / CVR | 46775813 |
| Contact | support@tryneaten.com |
These pages were written by the people who built the product. They have not been reviewed by a lawyer, and they say so here rather than implying otherwise.