The user is the only person that controls the wallet so they are also fully responsible for the private key's security. Neufund never sees any private keys, nor signs them and does not execute any transactions. If you lost 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.