1. Introduction
At Neutura, we are committed to delivering impact, not just transactions. Because our products and services involve carbon removal and land restoration actions that start once your contribution is processed our return and refund policy reflects this responsibility.
Please read carefully before contributing.
2. General Policy
- Contributions for carbon removal (including purchase of biochar packages, carbon farming, or land restoration) are non-refundable once payment is completed.
- Contributions are immediately allocated toward active project deployment, resource mobilization, and carbon sequestration activities, making reversal impossible without affecting climate impact integrity.
3. Exceptions
Refunds may be considered only under exceptional circumstances, such as:
- Duplicate Transactions: If you accidentally made multiple identical payments.
- Project Cancellation: If Neutura is unable to deliver the carbon removal activities associated with your contribution (prior to certificate issuance).
- Processing Errors: If a technical error causes an incorrect charge.
In these cases, please contact our team within 7 (seven) business days of the transaction date to request a review.
4. Requesting a Refund
To request a refund under exceptional conditions, please email: Email: contact@neutura.earth
Include:
- Your full name
- Proof of payment
- Transaction date and amount
- Reason for refund request
We commit to responding within 14 business days and, if approved, will issue a refund to your original method of payment.
5. Project Timelines
Neutura’s projects, once funded, proceed according to operational timelines and are subject to:
- Field conditions
- Third-party verification schedules
- Regulatory requirements
Delays in certificate issuance or project milestones do not qualify for a refund, as the carbon removal commitment remains underway.
6. Modifications
Neutura reserves the right to amend this Return and Refund Policy in line with changes to operational practices or legal requirements. Updated versions will be posted on our website.
Effective Date: 28 April 2025
11. Contact Us
For any questions about this policy, reach us at:
Email: contact@neutura.earth
Registered Address: Jl. Cendrawasih No.12, RT.1/RW.3, Gandaria Sel., Kec. Cilandak, Kota Jakarta Selatan, Daerah Khusus Ibukota Jakarta 12420