Payment and security

What you are charged, and in what currency

Every price on this site is shown and charged in Pounds Sterling (GBP). The symbol £ always means GBP here, never any other pound or dollar.

The checkout shows the goods total, the delivery charge and the amount that will leave your account, before you confirm anything. There are no handling fees, no order fees and no surcharge for paying by card.

If your card is held in another currency, your bank converts the amount at its own rate on the day and may add its own fee. We have no part in that conversion and receive only the GBP amount.

How the payment is taken

Payment is taken once, at the point of order. We do not store your card to bill you later, and there is nothing on this site that renews, repeats or charges you on a schedule.

We do not dispatch anything until the payment has cleared. If a payment is declined, the order is not placed and no contract is formed.

Your card details

Card details are entered on a form served by our payment provider and go straight to them. This website never sees, transmits or stores a full card number, an expiry date or a security code, and nothing of that kind is written to our database or our logs.

The provider handles card data under the Payment Card Industry Data Security Standard (PCI DSS). Because the card form is theirs and not ours, the part of PCI DSS that applies to this site is limited to keeping the site itself secure and serving the payment page over an encrypted connection — which we do.

All we keep against your order is the fact the payment succeeded, the card brand and the last four digits, so that we can identify the transaction when you write to us about a refund.

Strong customer authentication

Payments from customers in the UK and the EEA are subject to strong customer authentication. Your bank may ask you to confirm the payment in its app or by a one-time code. That step happens between you and your bank; we only receive the result.

Keeping the site secure

• Every page, including checkout and your account, is served over HTTPS with TLS.
• Passwords are stored as salted hashes, never in readable form.
• Administrative access is limited to the people who need it, and file editing from inside the site is disabled.
• We monitor for repeated failed payments, which is the usual sign of card testing, and block the source.

Refunds

Refunds go back to the card or account you paid with. We cannot refund to a different card, a different account or by any other route, because the refund is passed back along the original payment. Timings are in Returns and refunds.

Suspected fraud on your card

If you see a NEUROVAI charge you do not recognise, email support@neurovai.shop with the date, the amount and the last four digits of the card. We will identify the order and refund it immediately if it was not placed by you, and we would rather hear from you than from your bank.

Payment methods

The payment methods available to you are listed at checkout, before you pay. We only display a payment brand once that method is actually live on this site, so what you see at checkout is what you can use.