Our complete policy on payments, refunds, and customer satisfaction. Written in plain language so there are no surprises — for you or for us.
Neovace ("we", "us", "our") delivers personalized, AI-generated digital portraits to customers worldwide. This Sales Policy governs every purchase made on neovace.com and forms part of our Terms of Service.
All sales are final. Because Neovace portraits are personalized, digital, and immediately rendered by artificial intelligence, purchases cannot be refunded once generation begins. To safeguard your satisfaction, every plan includes at least one complimentary regeneration.
This policy applies to all customers worldwide who purchase services on neovace.com. By placing an order, you ("Customer") accept the present Sales Policy in its entirety.
The seller is Neovace, a sole proprietorship operated by Younes Bouhouri, registered at:
Neovace provides a digital service consisting of:
All services are digital, intangible, and made-to-order. They are delivered via the Customer's account on neovace.com, in electronic format only. No physical product is shipped.
Prices are displayed in Euros (EUR) on the pricing page and are final. The five plans currently offered are:
For European Union customers, prices are VAT-inclusive. The exact VAT rate applied is calculated based on the Customer's billing country and is itemized on the invoice.
For customers outside the EU, prices may be subject to local taxes, customs duties, or fees, which are the sole responsibility of the Customer.
We reserve the right to update our prices at any time. Any price change applies only to orders placed after the update; orders already paid are not affected.
All payments are processed exclusively through Stripe Payments Europe Ltd., a PCI-DSS-compliant payment provider. Neovace never sees, stores, or has access to your card details.
Accepted payment methods include:
Orders are confirmed only after successful payment. A PDF invoice is automatically issued and emailed to the Customer's account address upon completion of payment, and remains accessible from the Customer's dashboard.
Delivery is fully digital and immediate. After payment confirmation, the AI model is trained on the Customer's selfies and the gallery is generated, then delivered through the Customer's account on neovace.com.
Average delivery times by plan:
These delivery times are indicative and may vary slightly depending on system load. The Customer receives an email notification as soon as the gallery is ready.
By placing an order on Neovace, the Customer expressly acknowledges and accepts that:
Under European Union law (Directive 2011/83/EU on consumer rights), consumers normally have a 14-day right of withdrawal on online purchases. However, this right does not apply to certain types of digital content.
Article 16(m) of Directive 2011/83/EU excludes from the right of withdrawal "the supply of digital content which is not supplied on a tangible medium if the performance has begun with the consumer's prior express consent and his acknowledgment that he thereby loses his right of withdrawal".
By confirming an order on Neovace, the Customer:
Although all sales are final, we are committed to your satisfaction. Every plan includes at least one complimentary regeneration of your gallery if the initial results do not adequately reflect you.
Free regenerations included by plan:
To request a regeneration, the Customer must email support@neovace.com within 30 days of the original delivery, briefly explaining the unsatisfactory aspects of the initial gallery. The regeneration request is reviewed and processed within 48 hours.
To improve regeneration results, we may ask the Customer to provide an updated batch of selfies that better adheres to our photo guidelines.
A full refund will be issued exclusively in the following cases:
Refund requests under these exceptions must be sent by email to support@neovace.com, with the order number and a brief description of the issue. Refunds are processed within 10 business days via the original payment method.
Before initiating a chargeback with your bank, we ask that you contact us at support@neovace.com. The vast majority of disputes can be resolved amicably and quickly through direct communication.
Unjustified chargebacks — chargebacks initiated when the service was correctly delivered and matches its description — may result in:
We may update this Sales Policy from time to time to reflect changes in our service, applicable law, or industry practices. The current version is always accessible at neovace.com/sales-policy.
The "Last updated" date at the top of this page indicates the most recent revision. Any change applies only to orders placed after the update; orders already paid are governed by the version of the policy in effect at the time of purchase.
For any question, regeneration request, billing concern, or refund inquiry, please contact us:
We respond to every inquiry, typically within 24 hours.