Refund Policy
Last updated: October 6, 2026
Our Commitment
Neutrino's public refund rules are for consultancy (assessments and fixed-price builds). Ideas Network marketplace rules below apply only when that product is live — it is not live today.
Consultancy & Assessment
Governed by the Assessment Order and Consultancy Client Agreement.
Not happy with your Opportunities Report? Full refund if you claim in writing within 14 days of report delivery. That's the full $975 AUD fee.
- Full refund if you claim in writing within 14 days of report delivery.
- Applies to paid assessments.
- If the assessment fee is refunded, it is no longer credited toward a build.
- This doesn't limit your rights under the Australian Consumer Law.
To claim, email hello@neutrino.au with your booking details.
Paid Opportunities Report: The online report is currently AUD $975. Full refund if cancelled more than 48 hours before your scheduled call. After the report is delivered, the Opportunities Report Guarantee applies: Full refund if you claim in writing within 14 days of report delivery. This doesn't limit your rights under the Australian Consumer Law. If the assessment fee is refunded, it is no longer credited toward a build. One free reschedule with 24+ hours notice.
Pioneer invite (not the public offer): Pioneer terms apply only if you booked under a valid invite. Free invite assessments are exchanged for a written testimonial; refund rules on this page apply to paid assessments, not to a $0 invite booking.
Consultancy builds: Deposit credited toward the fixed fee on cancellation before delivery; wind-down costs may be retained from the deposit per your SOW and the Consultancy Client Agreement. Balance refunds only where work has not been performed.
How to request a consultancy refund
- Email hello@neutrino.au with your booking or invoice details
- Give a brief explanation of why you are requesting a refund
- We will review the request against the Assessment Order or your SOW
- If approved, we process any refund to your original payment method
Applies when Ideas Network is live
The following marketplace stages, dashboard cancellation, designer/maker cancellation, shipping damage, and platform subscription fees are not the default public policy. They apply only if and when the Ideas Network marketplace is live.
Marketplace — refund eligibility by project stage
When Ideas Network is live, refund eligibility depends on how far a prototype project has progressed:
Full refund is generally available, as no production work has started. Final approval is subject to a brief review.
Processing time: We aim to process within 3-5 business days after approval
You can usually cancel before accepting a quote without platform fees. Any third-party costs already incurred may be deducted.
Processing time: We aim to process within 3-5 business days after approval
Partial refunds may be available. The deposit typically covers initial design work; any refund depends on the work completed.
Processing time: We aim to process within 5-7 business days after review
Partial refunds may be available in some cases. Design fees are usually non-refundable once work is delivered, but manufacturing balances may be refundable.
Processing time: We aim to process within 7-10 business days after review
Refunds are handled case-by-case. Once manufacturing begins, material and labor costs are typically not refundable.
Processing time: Timing depends on the review and any supplier responses
Refunds not available for shipped orders. Contact support for delivery issues or damaged goods.
Processing time: N/A
Refunds not available for completed projects. Quality issues are handled through our support process.
Processing time: N/A
How to request a marketplace refund (when Ideas Network is live)
- Navigate to your project in the dashboard or contact us via the support channels listed below
- Provide your project details and a brief explanation of why you’re requesting a refund
- Our team will review your request and may ask for additional information if needed
- We’ll let you know the outcome and, if approved, process any refund to your original payment method
Special circumstances (when Ideas Network is live)
If your delivered prototype doesn't match the approved design specifications, contact us within 14 days. We'll work with you to either remake the item or provide an appropriate refund.
Document any shipping damage with photos within 48 hours of delivery. We'll file a claim with the carrier and arrange for a replacement or refund.
If a designer or maker cancels your project, you'll receive a full refund for any work not yet completed. We'll also help you find a replacement.
If you're charged incorrectly due to a platform error, we'll correct the issue and, where you’ve been overcharged, refund the incorrect amount.
Non-refundable marketplace items (when Ideas Network is live)
- Rush order fees once work has begun
- Custom material costs after materials have been ordered
- Completed design work that has been delivered
- Shipping costs for items already in transit
- Platform subscription fees (see Subscription Terms)
Refund Processing
Once approved, refunds are processed to your original payment method:
- Credit/Debit Card: 5-10 business days depending on your bank
- Bank Transfer: 3-5 business days
You'll receive an email confirmation when your refund is processed.
Questions?
If you have questions about our refund policy or need help with a specific situation, please contact our support team. We're here to help ensure you have a positive experience with Neutrino.