The user is the only person that controls the wallet so s/he also fully responsible for the private key'S security. Neufund never sees any private keys, nor sign them and does not execute any transactions. If you lost your recovery phrase and your password then you lose your account and access to your funds. This is why we always recommend, before transferring any funds to it to save your recovery phrase in a safe place. 

For more information on how to recover your wallet please read this article.