The user is the only person who controls the wallet so they are also fully responsible for the private key's security. Neufund never sees or signs any private keys, and does not execute any transactions. If you lose your recovery phrase and your password, then you'll lose your account and access to your funds. This is why we always recommend, before transferring any funds, to save your recovery phrase in a secure place.
For more information on how to recover your wallet, please read this article.