Refund & Satisfaction Guarantee
Digital goods satisfaction guarantee & refund guidelines
At Neola (https://www.neola.online), our mission is to craft exceptional digital tools, Notion workspaces, and automated spreadsheet planners that elevate your daily workflows. We are committed to complete transparency and customer satisfaction regarding our digital products.
1. Nature of Downloadable Digital Products
All products sold on Neola are intangible digital goods, including Notion workspace duplicate links, downloadable Microsoft Excel workbooks (.xlsx), Google Sheets access links, and digital guides. Because digital products are delivered instantly and cannot be physically returned or un-downloaded once delivered, standard physical retail return policies do not apply.
2. Our 14-Day Customer Satisfaction Guarantee
We stand firmly behind the craftsmanship and functionality of our digital architecture. We offer a transparent 14-day satisfaction guarantee from your date of purchase. You are eligible for a prompt replacement, technical resolution, or a full refund under the following circumstances: (a) Corrupted or Defective Files: The digital download file is damaged, corrupted, or contains unfixable formula errors that prevent standard operation; (b) Material Discrepancy: The product is fundamentally different from what was represented or demonstrated on the product preview page; (c) Unresolvable Duplication Issue: You experience persistent technical issues duplicating a Notion template into your account and our concierge support is unable to resolve it within 48 hours.
3. How to Request a Refund
To initiate a refund request, simply email our dedicated concierge desk at support@neola.online within fourteen (14) calendar days of your original purchase date. Please provide: (1) Your Order ID and/or Paddle transaction receipt number; (2) The email address entered during checkout; (3) The title of the template or workspace purchased; (4) A concise explanation of the defect, discrepancy, or technical issue encountered (screenshots or short screen recordings are appreciated to help us diagnose the problem).
4. Refund Processing via Paddle (Merchant of Record)
Our billing and payment transactions are managed by our authorized Merchant of Record, Paddle.com. Once your refund request is verified and approved by our support team, the refund will be submitted directly through Paddle. Funds will be credited back to your original payment method (Credit/Debit Card, PayPal, Apple Pay, Google Pay) within 5 to 10 business days, depending on your card issuer or banking institution's processing cycles.
5. Non-Refundable Situations
To prevent fraudulent exploitation of digital goods, refunds may not be approved in the following cases: (a) Requests submitted after the 14-calendar-day guarantee window has expired; (b) Simple 'change of mind' or accidental purchase claims made after the full digital template has already been downloaded, duplicated, and copied without any technical defect; (c) Refusal to allow our technical support team to provide assistance or replacement links for minor formula configurations.
6. Lifetime Access & Lost Link Re-issuance
Accidentally misplaced your Notion workspace link, deleted a spreadsheet formula, or switched computers? You do not need to purchase again! Every Neola purchase includes lifetime perpetual access. Simply log into your Neola account at https://www.neola.online/account/library or email support@neola.online with your original order receipt, and we will happily re-issue your fresh template links free of charge.
7. Concierge Inquiries
If you have questions about template compatibility, currency adaptations, or setup before or after purchasing, please reach out to us at support@neola.online. We are dedicated to ensuring your systems run seamlessly.