Sales Terms and Conditions

These Terms are updated as of November 6, 2026.

1. Pre-contractual information

These Terms and Conditions shall govern the relationship between NeuraLIA Labs and the User contracting the services offered by this website.

These Terms and Conditions have been prepared in accordance with the current Spanish regulations governing Information Society Services and Electronic Commerce, pursuant to the General Law for the Defense of Consumers and Users.

In accordance with Article 10 of Law 34/2002, of July 11, on Information Society Services and Electronic Commerce (LSSICE), the following information is provided:

Trade name: NeuraLIA Labs
Name: NeuraLIA Labs S.L.
VAT number: B26681452
Address: AVINGUDA MIQUEL BATLLORI, 81, Piso 0, 25001, LLEIDA, ESPAÑA
Domain name: https://neuralialabs.com
Email: support@neuralialabs.com
Activity: Software as a Service (SaaS) with artificial intelligence: chat with artificial intelligence models, agents and chatbots, customer support channels and teamwork tools.

The use and/or contracting of any of the services on this website imply the express acceptance, as a User, without reservation of any kind, of each and every one of the Terms and Conditions described herein.

NeuraLIA Labs informs that the procedures for contracting the services provided are those described in these Contracting Terms and Conditions, as well as any other procedures indicated on the screen during navigation, so that the User declares to know and accept such procedures as necessary to access the services offered by NeuraLIA Labs.

Any modification and/or correction of the data provided by Users during navigation must be made in accordance with the instructions included on this website.

2. Contracting Process

2.1 Service provided by NeuraLIA Labs

NeuraLIA Labs is a software service with artificial intelligence, on the web and in mobile apps: chat with artificial intelligence models, agents and chatbots, customer support channels and teamwork tools. NeuraLIA Labs may also offer software for sale.

2.2 FREE TRIAL

NeuraLIA Labs may offer Free Trials of various durations to introduce users to the tool and its functionalities.

FREE TRIALS do not entitle the User to any refund or financial compensation as it is a free training. However, participants have full rights regarding their data and can exercise the right of access, rectification, or deletion of personal data at any time. These rights are outlined in the Privacy Policy section.

2.3 Service Purchase

To make a purchase, the User must access the website and enter the personal and payment details requested to process the purchase.

The prices of the plans and credit top-ups for individuals shown on the website include various consumption taxes such as VAT, taking into account the tax peculiarities of Spain (Spain, Europe). Those of the Business plan for organizations are shown without taxes, which are added at checkout (clause 2.4). The automatic request system collects the data entered by the User.

Plan credits. Each paid plan for individuals includes an amount of credits per period: a month's worth on the monthly plan and a year's worth on the yearly plan, added in full at the start of each year. From November 5, 2026, plan credits are used before those of credit packs, and those left over when the plan renews do not carry over to the next period: on renewal, the User has the credits of the new period, without the ones left over, on both the monthly and the yearly plan. If the User has the yearly plan on that day, the credits of that plan they have at that moment, including those left over from previous years, are used from then on before packs and stop being available at their next renewal. From November 5, 2026, when the plan ends without renewing, because the User cancels it, because a payment cannot be collected or because it is refunded, the plan credits they have left stop being available when the plan ends (if they cancel it, at the end of the period already paid for, until which they can keep using them), and their credit packs are not affected. Credit packs are not plan credits: they are used afterwards and follow their own rules.

Credit packs. Besides the credits of their plan, the User can buy credit packs on the website or in the mobile apps, also with auto-refill. Each pack expires 12 months after its purchase, wherever it is bought: the credits it has left on that day are no longer available and are not refunded. They are used after the plan's credits and, among packs, the one that expires soonest is used first. Packs bought before November 5, 2026 do not expire.

The User must include the payment details for the services contracted. Once the process is completed, the User will receive an email confirming the order and with the identification number.

By making the payment, the Terms and Conditions presented, which the user has been able to consult prior to the purchase or at any time, are understood to be accepted.

2.4 Business plan for organizations

An organization can take out the Business plan so that the artificial intelligence used in its space is paid for by the organization, with its members' seats and its extra credits (clause 14). It is taken out and paid for on the website; in the mobile apps you can see the seats and the credits, and change who holds a seat already paid for and the limits, but not buy. It is taken out on the organization's behalf by its owner or one of its administrators, who states that they are entitled to do so; the customer is the organization, and the invoice is issued in its name. The Business plan is for organizations that take it out for their business or professional activity, not as consumers.

Seats. Whoever takes out the plan chooses how many seats to buy, at least 2 in all, even if they are on their own for now, and takes one of them; the rest stay free for invitations. There are two types: Standard, with 30,000 credits a month, and Premium, with 150,000 credits a month, at five times the price of Standard. The owner and the administrators choose each person's type and can leave someone without a seat: whoever has no seat cannot use artificial intelligence in the organization's space. An invitation with a seat holds it from the moment it is sent. More seats can be bought at any time, and they are charged at once in proportion to what remains of the period. Removing seats takes effect at the next renewal, without refunding what has already been charged, and never below the seats that are taken. When someone leaves the organization, their seat becomes free and is still paid for until it is removed.
Price and taxes. The price of each type of seat, per month or per year, is the one shown on the website when the plan is taken out, without taxes. VAT or the applicable tax is calculated at checkout according to the organization's country and tax identification number, and appears separately on the invoice. With a valid VAT number from another European Union country, the reverse charge applies.
Credits. Each seat has its credits for the month, also with yearly billing, which renews them every month. They are used by whoever holds it, and those left over at the end of the month do not carry over to the next; a seat bought in the middle of the month brings the proportional part. When someone uses up those of their seat, they carry on with the organization's extra credits: the credit packs, which last 12 months, and auto-refill, with its monthly spending limit. The owner and the administrators can set each person a monthly limit of extra credits. What the organization does with no one in front, such as its channels, its chatbots or its scheduled tasks, is deducted from the seat of whoever is responsible for it and, when that runs out, from the extra credits. In each channel, the owner or an administrator can choose that its credits come only from the extra credits; if they run out, the channel hands its conversations over to the organization's team.
Launch bonus. If the organization takes out the plan within 60 days of the launch of the Business plan, each seat brings 25% more credits (37,500 instead of 30,000 for Standard, and 187,500 instead of 150,000 for Premium) in the months of the plan that start within the following three months. It does not apply to credit packs.
If the credits run out. Whoever has used up their seat's credits and cannot use extra credits stops using artificial intelligence in the organization until the next month or until there are extra credits. What was already running finishes, and whatever is spent beyond zero is deducted from that seat's credits for the next month or, if it belonged to no one, from the next pack or top-up.
Renewal and cancellation. The plan renews automatically at the end of each period. Its owner manages the payment method, the invoices and the cancellation from the payment portal; when cancelled, the plan continues until the end of the paid period and what has already been charged is not refunded (clause 9). Archiving the organization also cancels the renewal.
No withdrawal. Neither the legal right of withdrawal nor the commercial one in clause 7 applies to the Business plan, which is taken out as a business.
If a payment fails. It is retried; until it is collected, the credits for that period are not added to the seats. If the plan ends up cancelled, each person goes back to paying with their own credits for the artificial intelligence they use in the organization, and nothing in it is deleted.

3. Payment Methods

The payment methods accepted on the NeuraLIA Labs website are Stripe, without excluding the possibility of using other payment methods legally accepted.

3.1 Purchases made inside the mobile apps

When the User takes out a subscription or buys credits from the NeuraLIA Labs mobile app for iOS or for Android, the purchase is made through Apple (App Store) or Google (Google Play), and not directly with NeuraLIA Labs. In that case:

Payment, billing and renewal are handled by that store under its own terms.
The subscription is cancelled from the User's account in that store, not from NeuraLIA Labs; uninstalling the app does not cancel the subscription.
Refund requests are handled by that store under its own policy, and the commercial withdrawal period described in clause 7 does not apply to these purchases.
Credits bought this way are added to the same wallet as those bought on the website, and their use and expiry are governed by these same terms (clause 2.3).

4. Languages

The service is provided in the languages in which its interface is available. User support is provided in Spanish and English.

5. Sales Funnels and Advertising

NeuraLIA Labs may use advertising campaigns and sales techniques through which it may request certain personal data in order to offer the requested service, such as providing a quote. In any case, interested parties can exercise their rights at any time regarding personal data.

6. Disclaimer

NeuraLIA Labs is not responsible for any possible failures or errors in the service since it is under development and users are aware of this circumstance with this Disclaimer. Likewise, NeuraLIA Labs is not responsible for the texts generated by Users on their own initiative, as they are solely responsible for them.

7. Right of Withdrawal

The legal right of withdrawal is 14 days. However, the regulation provides for different exceptions by its nature. One of them is when it comes to digital content without physical support.

However, NeuraLIA Labs wants to offer you a commercial withdrawal period.

Thus, a commercial right of withdrawal is offered: if during the 15 natural days following the purchase the User has consumed less than 10 % of the credits that purchase added to their wallet, they may request a full refund of the price paid by writing to support@neuralialabs.com. The refund is paid back through the same means of payment within 14 days.

This commercial period does not apply to purchases made inside the mobile apps, which are governed by clause 3.1: those refunds are handled by the App Store or Google Play under their own policy.

Neither the legal right of withdrawal nor this commercial period applies to the Business plan for organizations (clause 2.4).

8. Complaints Management

8.1 Maximum Liability of NeuraLIA Labs

NeuraLIA Labs's maximum liability shall be governed by the provisions of the national and international legislation applicable, and specifically by the General Law for the Defense of Consumers and Users.

8.2 Complaint Procedure and Deadlines

In the event of having to file a complaint, the User must do so through the NeuraLIA Labs website or by email. In addition, they must provide the purchase receipt.

Within one month, NeuraLIA Labs may help/advice to carry out all the necessary procedures to resolve the incident. The User may grant access to the claim to third parties provided that authorization is provided.

The facts constituting the complaint must be available for verification, without alterations. If it refers to any event happening offline or online, photos, videos, audios, or other evidence may be provided.

If no agreement is reached, the User may seek other avenues, such as the Consumer Defense Offices.

9. Order Cancellation

Outside the right of withdrawal in clause 7, NeuraLIA Labs does not refund cancellations: the subscription stops renewing and access continues until the end of the period already paid for. Purchases made inside the mobile apps are governed by clause 3.1, and their refund is decided by the corresponding store under its own policy.

10. Service Termination

Any user can unsubscribe at any time from the profile section. However, regardless of whether they have used their credits or not, if the subscription is canceled, access to the software will automatically be discontinued.

11. Supplementary Legal Framework

In all matters not provided for in these General Conditions, what is provided for in the Consolidated Text of the General Law for the Defense of Consumers and Users and in the rest of the national and international legislation applicable shall apply.

Governing law. These Terms are governed by Spanish law. If you are a consumer, you keep the protection of the mandatory rules of the country where you live, and nothing here deprives you of it.

12. Fair Use Policy

NeuraLIA Labs plans are measured in credits: each plan includes an amount of credits per month, and additional top-ups can be purchased. This policy applies to all plans.

The User undertakes:

Not to share their sign-in credentials. The account is personal; to work with other people there are organizations, which each member joins with their own account.
Not to resell or redistribute the service or its output presenting it as their own AI generation service.
Not to circumvent by technical means the credit limits, quotas or usage controls, nor to create accounts automatically in order to obtain the free credits repeatedly.

Automated use of the service through its own features — API keys, scheduled tasks, agents and batches — is intended use and does not breach this policy, provided it is done from the User's account and within their credits.

Breaches

In the event of a breach of this policy, NeuraLIA Labs will act in stages:

First warning, with temporary blocking of the use of the service.
Second warning if the breach continues.
Closure of access to the service if it persists after the second warning.

If a member of an organization breaches this policy, they may be removed from it while keeping their own account. Closure of access for a breach does not give a right to a refund of amounts already paid.

13. Intellectual Property and Responsibility for Content

What you upload stays yours. By uploading it you grant NeuraLIA Labs a non-exclusive, limited licence to host it, process it and show it to you, and to transmit it to the artificial intelligence providers needed to carry out your request, for the sole purpose of providing you the service.

What you create or upload in an organization's space. What you create or upload in an organization's space (for example, Work tasks, comments or files, or agents and chatbots) is made available to that organization within the service: its members see and use it according to their permissions, its owner and administrators manage it, and it stays in the organization even if you leave or delete your account. The licence in the previous paragraph includes hosting, processing and showing it to that organization for that purpose. Who owns the rights to that content as between you and the organization (for example, if you work for it) is decided by your relationship, not by these Terms.

You are responsible for what you upload. By uploading a file, or asking for it to be edited, you declare that you hold the necessary rights over it or have the authorisation of its owner. Uploading content protected by a third party — and asking for it to be modified, extended or reproduced — is your sole responsibility, and NeuraLIA Labs is not liable for the use you make of the result.

About what is generated. NeuraLIA Labs claims no ownership over the results generated at your request. Those results are, however, produced by models from external providers, and their use is additionally subject to the terms of each provider, which may impose their own restrictions. NeuraLIA Labs does not warrant that a result is protectable by copyright, nor that it is unique: the same request may produce similar results for other users.

What is ours is ours. The software, the brand, the design and the documentation of the service belong to NeuraLIA Labs.

If you believe your rights are infringed, write to support@neuralialabs.com identifying the work and the content: we remove what is appropriate and may close the account of anyone who repeats the infringement.

14. Organizations

You can create organizations and invite other people, or join other people's. Each member joins with their own account.

Roles. Each organization has an owner and may have administrators. They manage its members and roles, its teams, the resources it shares and the settings of Work and of its AI helps, and they see its audit log.
What belongs to the organization stays with the organization. What is created in its space stays in it when someone leaves or deletes their account, and what a person was responsible for passes to another person in the organization.
Who pays for artificial intelligence. If the organization does not have the Business plan, each person pays with their own credits for the artificial intelligence they use in the organization's space. If it does, the organization pays for it: what each person uses, with their seat's credits and then with the organization's extra credits (clause 2.4), and never with anyone's personal credits. Whoever has no seat cannot use it in the organization's space. What each person uses in their personal space is still paid for by them.
The owner. The owner cannot delete their account while their organization has other active members: they first have to transfer the ownership. When the owner deletes their account and confirms it, an organization of theirs in which no one else is active, or an archived one, is kept for 30 days, archived and with no one able to open it, so that they can take its data (clause 18), and is then deleted.
Archived organizations. The owner can archive an organization: its members stop seeing it, its automations stop and nothing in it can be changed, but its owner can still look at it and restore it at any time. It is kept, with no time limit, for as long as its owner's account exists; when they delete it, it is kept for 30 more days and then deleted.
Personal data in an organization's space. The organization decides what personal data it processes in its space — that of its members and that of its customers, for example what comes in through its support channels — and it is the controller of that processing: it is up to the organization to have a legal basis to process it and to inform those people. We process that data on its behalf, as a processor, under clause 15.

15. Data Processing

This clause is the data processing agreement provided for in Article 28 GDPR between each organization, as controller, and NeuraLIA Labs, as processor, for the personal data we process on the organization's behalf in its space. Whoever creates an organization accepts this clause on its behalf by accepting these Terms, and states that they are entitled to do so.

Subject matter, duration and purpose. We process that data only to provide the service to the organization and for as long as the organization exists in the service: we store it, show it to whoever has access to it, process it with the features in use, including the artificial intelligence helps, and delete it.
What data and whose. That of the organization's members (their name, photo, email, role, teams and job title, what they do in the organization's space and its audit log, with the IP address) and the data the organization and its members bring into the service, for example that of the customers who write to it through its support channels.
Instructions. We only process it following the organization's documented instructions: these Terms and what the organization and its members do in the service, such as its settings and what they create, share or delete. If we believe an instruction breaches data protection law, we will tell the organization.
Confidentiality. The people who process that data on our behalf are bound by confidentiality.
Security. We apply technical and organisational measures appropriate to the risk (Article 32 GDPR). For example, each person only reaches what their role in the organization allows, files have no public access and only open through temporary links, and changes to how the organization is managed are recorded in its audit log.
Sub-processors. The organization gives us a general authorisation to engage, to provide the service, the processors named in our Privacy Policy under "Providers That Process Data". We impose on them by contract the same data protection obligations we take on here, and we remain liable to the organization for them. Before adding or replacing one, we will tell the organization at least 30 days in advance, with a notice like the one in clause 19, so that it can object. Some of them process the data outside the European Economic Area, with the safeguards that same section explains.
Assisting the organization. We will help the organization, as far as we can and taking into account what we know about the processing, to answer requests from the people whose data it processes, for example to access or erase it, and to meet its obligations on security, on notifying personal data breaches and on impact assessments. If one of those people writes to us, we will pass their request on to the organization.
Personal data breaches. If we suffer a security breach that affects that data, we will notify the organization without undue delay, with the information we have.
At the end. When the organization is deleted, we delete its data, except what the law requires us to keep. Clause 18 explains how to export it beforehand.
Demonstrating compliance. We will make available to the organization the information needed to demonstrate that we comply with this clause, and we will allow for and contribute to audits, including inspections, carried out by the organization or by an auditor it mandates.

16. Files in Work

Limits. Each file can weigh up to 1 GB, and a task can have up to 1,000 items of material between links and files. In an organization without the Business plan, files can take up to 500 MB in total, unless its only active member is its owner and they have a paid plan; once that limit is reached, no more can be uploaded until some are removed or the organization takes out the Business plan (or, if its only active member is its owner, they move to a paid plan). Opening, downloading and removing the files already there keeps working.
No antivirus scanning. We do not scan the files that are uploaded. To reduce risks, inside the app only images, PDFs, video, audio and text recognised by their content are shown; everything else is downloaded, and web pages (HTML) and SVG images are always downloaded. Open what you download with the same care as any attachment. Do not upload malicious software.
Temporary links. Files open through a link that expires after an hour. Do not share it: whoever has it can open the file while it lasts.
Removing is final. A removed file cannot be recovered. Work is not a backup service: keep your own copy of what you need to keep.
Audit log. Who uploads, opens or downloads, and removes each file is recorded in the organization's audit log, which its owner and administrators can see.
Customer data in tasks. If you copy data about one of the organization's customers into a task, whoever can see the project will see it, and that copy is not deleted when the original conversation is deleted. Copy only what is needed.

17. AI Helps in Work

They propose, they do not decide. Work's AI helps only make proposals, which may be wrong or incomplete: review them before accepting or publishing them. Nothing changes until you do.
What they cost. Each help costs credits, according to the model the organization has chosen and how much has to be read, and the cost appears next to each result. The credits are taken from whoever pays for artificial intelligence in the organization (clause 14): the organization's if it has the Business plan, and otherwise those of the person who asks for the help. A help is charged once the model has answered, even if the answer is not useful, if you close the help before seeing it or if it arrives late and is no longer shown to you. It is not charged if the help fails before reaching the model or if the provider fails.
Similar tasks. While you type a task's title, Work looks for similar tasks at no cost. With AI turned on, it can also rank them with AI without you pressing anything, at a small cost shown in the list.
The weekly close. If you lead a project, every Friday we remind you of its weekly close with what happened during the week. That reminder costs nothing, and whoever manages the project can remove it. If you also want us to prepare the draft of the close with AI, turn it on in the project's settings. Only whoever leads the project can turn it on; it is off unless you turn it on, and it turns off by itself if the project changes lead or its weekly close is removed. While it is on, its cost is taken from your credits every Friday without you asking each time. If the organization has the Business plan, it is taken from the organization's credits instead. It is not prepared, or charged, if nothing happened in the project that week and it has no overdue or blocked tasks, if the organization has turned the AI helps off, or if there is no balance to pay for it. You can turn it off whenever you want, and so can whoever manages the project.
Who decides. The organization's owner and administrators can turn these helps off for the whole organization and choose the model among those offered.

18. Taking Your Data With You

Exporting an organization. The owner of an organization, active or archived, can export its data. We prepare one or more ZIP files with the data in structured, commonly used and machine-readable files (JSON) and, if they want, with the files of Work, of the knowledge and of its company conversations, and we let them know when they are ready. Each export is kept for 7 days; after that, a new one has to be requested. It is free: one at a time, and at most one new one every 24 hours. It never includes what is private to each member (their chats and templates, their unshared views, their inbox or their drafts), or any password, key or credential.
What else can be downloaded. An organization's owner and administrators can download its audit log as a CSV file, and each member can open and download, one by one, the Work files of the projects they can see.
If an organization leaves the service. Its owner can archive it: nothing is deleted, and they can keep looking at it, exporting it and downloading the above, with no time limit, for as long as their account exists, or restore it.
If the owner deletes their account. The organizations deleted with it — theirs in which no one else is active, and the archived ones — are not deleted at once: they are kept for 30 days, archived, with no one able to open them and nothing in them running. Before confirming, the owner can export each one. On confirming, we give them one link per organization, on the final screen and by email, with which, during those 30 days, they can request and download its export without an account. No one else can, and we cannot recover a lost link, because we keep nothing that identifies it, so it is worth keeping it safe. After the 30 days, the organization is deleted entirely.
Your personal data. To ask for a copy of your account's data, or to exercise your other rights, write to us at support@neuralialabs.com, as the Privacy Policy explains.

19. Changes to These Terms

If we later change these Terms in an important way, we will tell you at least 30 days before the change takes effect, in the app or by email, and we will change the date above. If you do not agree, you can stop using the service and delete your account before that date. If you keep using it afterwards, the new Terms will apply.

Minimum Age

NeuraLIA Labs is not intended for minors. You must be at least 18 years old to create an account and use the service.

If you are under 18 you may not create an account or use the service, whatever the age of digital consent may be in the country where you live.

By creating an account you declare that you are 18 or over. We do not knowingly keep accounts held by minors: if we learn of one, we close it and delete the data associated with it, and no refund is due for the unused part of a subscription cancelled for this reason. If you believe a minor holds an account, write to support@neuralialabs.com.

Your use of the service is also subject to the Acceptable Use Policy, published at https://neuralialabs.com/legal/acceptable-use, which forms part of these Terms.