Cancellation and Refund Policy
1. There are no physical goods
Nuro is a digital service. We do not sell, ship, or accept returns of any physical product, so there is no return address and no restocking policy. This page is the digital equivalent: how to stop paying, and how to ask for money back.
2. Consumer subscriptions (Nuro Premium)
Nuro Premium is sold as an in-app purchase through your app store account. That means Apple or Google is the merchant of record: they take the payment, they hold your card details, and they decide refunds under their own terms. We never see your card number, and we cannot issue a refund on their behalf.
How to cancel
- iOS: Settings → your name → Subscriptions → Nuro → Cancel Subscription.
- Android: Google Play → profile icon → Payments and subscriptions → Subscriptions → Nuro → Cancel subscription.
- Cancel at least 24 hours before the renewal date, including the end of any free trial, or that period will be charged.
- Deleting the app, or deleting your Nuro account, does not by itself cancel an app-store subscription. Cancel it in the store as well.
After you cancel, premium features stay available until the end of the period you already paid for. There is no early-termination fee.
How to request a refund
- Apple: go to reportaproblem.apple.com, sign in, choose the Nuro purchase, and request a refund. Apple generally allows requests within 90 days of the charge.
- Google: open Google Play → Payments and subscriptions → Budget and history → the Nuro order → Report a problem, or use Google's refund request form. Google generally handles requests directly within 48 hours of purchase and case by case after that.
- If a store denies your request and you believe it was a mistake, an accidental purchase, a duplicate charge, or a charge for something the app never delivered, email us at pippa.app.general@gmail.com. We cannot overrule the store, but we will look at the account, confirm what happened, and support your case with the store in writing.
Where we will always back a refund request
These are the situations where, if you ask, we will confirm the facts to Apple or Google in support of your refund:
- You were charged after cancelling.
- You were charged twice for the same period.
- A minor purchased a subscription without their parent or guardian's permission.
- A premium feature was unavailable for a sustained period because of a fault on our side.
3. Statutory rights
Nothing here limits any right you have under the consumer-protection law of your state or country, including any statutory cooling-off or cancellation right. Where such a right applies and is stronger than this policy, that right governs.
4. Clinics and institutions
Clinics, practices, and institutions are billed under the separate written agreement they signed with Pippa LLC, invoiced through Stripe. Unless that agreement says otherwise:
- Subscriptions run for the stated term and renew unless cancelled before the renewal date.
- To cancel, email pippa.app.general@gmail.com from an address on the account. We confirm cancellations in writing.
- Fees already paid for a current term are generally non-refundable, except where required by law, where the service was materially unavailable because of us, or where we agree in writing to a pro-rated credit.
- Free trial periods carry no charge and no obligation. When a trial ends without a paid plan, the account moves to read-only rather than being deleted.
- Patients are never charged by Nuro for features their clinician enabled.
5. What happens to your data
- Cancelling a subscription does not delete your account, your meal logs, your check-ins, or your messages.
- Your care team keeps the access you granted them until you revoke it. Losing premium features never severs clinical care.
- To actually remove your data, delete your account in Settings, or follow the account deletion instructions. Deletion is described in Section 10 of the Terms and Section 4 of the Privacy Policy.
6. Price changes
If a subscription price changes, the new price applies only to renewals after we give notice, and you can cancel before it takes effect. Where the app store requires your explicit consent to a price increase, the subscription will not renew without it.
7. Questions
Email pippa.app.general@gmail.com. Include the email on the account and the approximate date of the charge. A real person answers, usually within a few business days.