Refund Policy

Cancellation: Monthly retainer plans may be cancelled with 30 days' written notice to billing@nexora.in. Cancellation takes effect at the end of the current billing period.

Refunds: Monthly retainer fees are non-refundable once the billing period has commenced. We do not provide pro-rated refunds for partial months.

Exception: If a service outage directly attributable to Nexora (not third-party providers) results in material non-delivery of contracted services for more than 5 consecutive business days, you may request a pro-rated credit for that period. Credits are applied to future billing, not refunded as cash.

Free Trial: For clients who begin with a 30-day pilot engagement, full refund of the pilot fee is available within the first 7 days if you are unsatisfied and have communicated specific concerns to your account manager.

Initial Deposit (30%): The initial project deposit is non-refundable once work has commenced. It covers discovery, planning, and initial development work.

Milestone Payments: Milestone payments made for completed and accepted work are non-refundable.

Cancellation Before Commencement: If you cancel a project before any work has commenced (typically within 5 business days of signing), you are entitled to a full refund of the deposit less a 10% administrative fee.

Cancellation Mid-Project: If you cancel a project after work has commenced, you will be invoiced for all work completed to date at our standard hourly rates. Any milestone payments already made that exceed this amount will be refunded. Deposits and milestone payments that are less than the value of work completed will result in an additional invoice.

Scope Changes: Changes to project scope (additions or reductions) are managed through a change order process and do not trigger refund rights on existing milestone payments.

Enterprise engagements have customized payment and refund terms specified in their individual contracts. The terms in this Refund Policy serve as defaults where the enterprise contract is silent on a particular situation.

Payment gateway transaction fees (typically 1.8–2.5% for card payments) are non-refundable in the event of a refund. Approved refunds will be processed for the net amount received by Nexora after gateway fees.

Refunds are processed to the original payment method. Bank transfer refunds are processed within 5–7 business days. Card refunds may take 7–14 business days depending on your bank.

To request a refund, send an email to billing@nexora.in with:

Your full name and company name

Invoice number(s) in question

Reason for the refund request

Any supporting documentation

We will acknowledge your request within 2 business days and provide a decision within 7 business days. If your request is approved, refunds are processed within 10 business days of approval.

If you dispute a charge and believe a refund is warranted under circumstances not covered by this Policy, please contact us directly before initiating a chargeback. We are committed to resolving disputes fairly and promptly. Chargebacks initiated without prior communication may result in suspension of services and additional processing fees charged to you.