Return & Refund Policy

1. Scope & Overview

This Return & Refund Policy applies to all purchases on nexus-ai.nexus, including:

• Subscriptions: Monthly or annual recurring billing for access to our AI platform
• Metered Requests: Metered consumption units for API calls and code generation (also called "Usage Units")
• One-time Purchases: Any non-subscription products or add-ons offered on our platform

This policy aligns with our comprehensive Terms of Service (Section 8: Refunds & Disputes), which provides legal framework for all disputes and refund decisions.

Key Principle: Our refund policy is designed to protect both users and our Service integrity while complying with payment processor requirements, including Merchant-of-Record partners such as Dodo Payments, and applicable consumer protection laws.

Dodo Payments–Processed Transactions: For transactions where Dodo Payments acts as Merchant of Record, your payment relationship for tax, billing, and chargebacks is primarily with Dodo Payments, and refunds are ultimately governed by Dodo Payments’ terms and applicable law. This policy explains how we cooperate with Dodo Payments on those refunds while clarifying what you can expect from Nexus AI as the service provider.

2. Understanding Our Usage-Based Model

How Requests Work (from Terms of Service Section 6):

• Requests are consumption meters: When you subscribe, you purchase recurring access to our Services (not "stored value").
• Monthly allowance: Your subscription includes a monthly allocation of billable units (requests).
• Real-time consumption: Requests are consumed in real-time as you make API requests or generate code. They are not "held" as prepaid money.
• Monthly reset: Your monthly request allowance resets each billing period. Unused requests do NOT carry forward or roll into the next month.
• Overage charges: If you exceed your monthly allowance, you will be charged for overage usage at billing cycle end.
• Expiration: Unused monthly allocations expire at month-end. Unused requests from 12+ months ago are automatically deleted and are non-refundable.

Why This Model Matters for Refunds: Because requests represent real-time consumption (not prepaid value), refund eligibility is inherently limited. You cannot "return" consumed requests.

3. Satisfaction Guarantee (7-Day Limited Refund)

We want you to be satisfied with Nexus AI. To ensure you have a chance to test our platform risk-free, we offer a limited 7-day refund window for new subscribers.

Subscription Downgrade:

• You may downgrade to a lower tier effective at the next billing cycle.
• No refund or prorated credit is issued for the downgrade.
• Excess usage capacity from a higher tier is forfeited when downgrading.

4. Non-Refundable Circumstances

Outside of the Satisfaction Guarantee listed above, purchases on Nexus AI are non-refundable. Because requests are consumed in real-time upon API usage, they cannot be "returned" in the traditional sense once used.

5. Exceptional Refund Circumstances (Rare)

We will consider refunds only in narrow, well-documented exceptional cases:

1. Severe Service Outage (7+ Consecutive Days)

• Service is completely unavailable for 7 or more consecutive calendar days.
• The outage is directly attributable to Nexus AI infrastructure or systems (not third-party provider issues or force majeure).
• No reasonable workaround or alternative access was provided during the outage.
• You made a good-faith attempt to contact us before filing for refund.
• Refund: Pro-rated refund of subscription fees for the outage period only (not all requests for that month), subject to what our payment processors or Merchant-of-Record partners (including Dodo Payments) permit under their own policies.

2. Verified Platform Bug with Irreversible Request Consumption

• A confirmed bug in our system caused requests to be consumed without delivering any service or functionality.
• The bug is reproducible and documented in our systems.
• Nexus AI cannot remediate the issue or recover the requests within a reasonable timeframe (typically 14 days).
• You provide clear evidence and logs showing non-delivery.
• Refund: Refund of the monetary value of requests lost to the bug, minus processor or Merchant-of-Record fees; capped by refunds actually received back from the relevant processor (including Dodo Payments where applicable).

3. Verified Fraudulent or Unauthorized Transaction

• The transaction was placed without your authorization (e.g., stolen payment method).
• You dispute the charge within 60 days of the transaction or within the timeframe required by your payment provider.
• Your payment processor or Merchant-of-Record (e.g., Dodo Payments) confirms the transaction as unauthorized after investigation.
• Refund: Full or partial refund (or reversal) processed in line with the determination of the processor or Dodo Payments and applicable law.

How to Request Exceptional Refund:

1. Contact [email protected] within 30 days of the qualifying event (or earlier if your payment provider’s deadline is sooner).
2. Provide detailed description, documentation, order ID, purchase date, and supporting evidence (screenshots, logs, error messages).
3. Nexus AI will investigate within 5-10 business days and may also coordinate with the relevant processor or Dodo Payments where they are Merchant of Record.
4. If approved, we will initiate a refund or request a refund via your payment processor or Merchant-of-Record partner.
5. If denied, we will provide detailed explanation of why the request does not meet exceptional criteria.

6. Payment Processors, Merchant of Record & Fee Handling

We use third-party payment processors and Merchant-of-Record providers to handle all transactions. This section clarifies how their roles, fees, and refund rules interact with this policy.

Processors & MoR Partners We Use (linked in header above):

• Stripe: Primary payment processor for subscription and one-time purchases.
• PayPal: Alternative checkout option for certain payment methods.
• Whop: Third-party marketplace integration for product distribution.
• Authorize.Net: Alternative payment gateway for specific regions/methods.
• Paddle: Global commerce platform for international transactions and certain SaaS bundles.
• Dodo Payments (Merchant of Record): Merchant-of-Record platform for specific regions and products, handling payment processing, tax calculation and remittance, local payment methods, and first-line chargeback handling where they appear as the seller on your statement.

Processing & MoR Fees (Non-Refundable in Most Cases):

• Each payment processor or Merchant-of-Record (Stripe, PayPal, Whop, Paddle, Dodo Payments, etc.) charges transaction fees at the time of purchase.
• These processor or MoR fees are typically non-refundable unless the processor’s or MoR’s policy explicitly requires otherwise or applicable law mandates their return.
• When we issue refunds for approved exceptional cases, we generally deduct the original processor/MoR fees from the refund amount unless those fees are returned to us.
• Example: If you paid $100 and the processor or Dodo Payments charged $4 in fees, an approved $50 refund would typically be issued as $48 (minus fees proportionally), unless the processor returns those fees.

Refund Method & Timing:

• Refund destination: Refunds are issued to the original payment method (credit card, PayPal account, bank account, local method used via Dodo Payments, etc.).
• Processor-controlled timing: The payment processor or Merchant-of-Record (including Dodo Payments) controls final routing and timing of the refund.
• Typical timeline: 3-10 business days after we or the processor initiate the refund, depending on processor and card issuer/local rails.
• International transfers: May take longer due to banking networks, foreign exchange, and compliance checks.
• Status tracking: You can view refund status through your processor account (for example, Stripe-powered customer portal, PayPal, or a Dodo Payments receipt link) or contact us at [email protected] for confirmation.

Processor & MoR Data Handling: Processor- or MoR-controlled payment data (your payment method, billing address, and compliance details) is governed by their own privacy policies, not this policy. Refer to each provider’s privacy statement and our Privacy Policy (Section 4: Payments) for data handling details.

Processor Support Links:

7. How to Request a Refund

Step 1: Contact Our Billing Team First

Email [email protected] with the subject line: "Refund Request — [Your Name]"

Step 2: Provide Required Information

Include in your email:

• Your account email address
• Order ID or Transaction ID (if available)
• Purchase date and amount
• Processor used (Stripe, PayPal, Whop, Dodo Payments, etc.)
• Clear, detailed description of why you're requesting a refund
• Evidence supporting your request (screenshots, error messages, logs, documentation)
• Your preferred resolution

Special Note for Dodo Payments Transactions: If your receipt or card/bank statement lists Dodo Payments (or a Dodo Payments local partner) as the seller or Merchant of Record, please attach that receipt. We may coordinate directly with Dodo Payments to process any refund that is available under their policies.

Step 3: Investigation & Response

• We will acknowledge receipt within 1 business day.
• We will investigate your request within 5-10 business days.
• We may contact the relevant processor or Dodo Payments for verification.
• We will provide a detailed response (approved, denied, or requesting additional info).
• If approved, we will initiate the refund through your payment processor or request that the Merchant-of-Record (such as Dodo Payments) do so.

Step 4: Processor or Merchant Handling

• After approval, the processor or Merchant-of-Record handles the actual refund movement.
• Refunds typically appear in your account within 3-10 business days.
• If you don't see the refund after 10 business days, contact us or your payment provider (including Dodo Payments if they are listed on your receipt).

Note: Requests made via other channels (support forums, social media, phone) may be delayed. Always use [email protected] for fastest response.

8. Chargebacks, Disputes & Processor / MoR Disputes

Our Policy on Chargebacks (from Terms of Service Section 9):

• Contact us first: Before filing any dispute with your bank or card issuer, contact [email protected] to attempt resolution.
• Good faith resolution: We will work with you to resolve billing issues, service problems, or disputes directly, and—if the transaction involved Dodo Payments—to cooperate with Dodo Payments’ dispute processes.
• Do not dispute without notice: Filing a chargeback without first contacting us may result in:
  • Immediate account suspension or permanent termination
  • Forfeiture of all Usage Units, AI Output, and account data
  • Permanent ban from using Nexus AI Services
  • Collection efforts to recover chargeback fees ($15-$25 each or the amount charged by the processor/Merchant-of-Record) plus the disputed amount
  • Legal action to recover amounts owed, including attorney fees

Processor / Merchant-of-Record Dispute Investigation:

If you file a chargeback or dispute through your processor without contacting us first:

• We will be notified by the processor or Merchant-of-Record (such as Dodo Payments).
• We will investigate and respond to them with evidence (order confirmation, service delivery logs, terms acceptance, etc.).
• If we can demonstrate legitimate service delivery and terms acceptance, the chargeback may be resolved in our favor or in favor of Dodo Payments.
• We may pursue recovery of chargeback fees and disputed amounts through collection or legal action, where permitted by law.
• Your account will be flagged for abuse, and we may ban you from future use of our Services.

Legitimate Dispute Resolution Process:

If you have a genuine issue (fraudulent charge, service failure, billing error):

1. Contact [email protected] with details and evidence.
2. We will review and respond within 5-10 business days, coordinating with the relevant processor or Dodo Payments when needed.
3. If we are responsible (e.g., technical error, unauthorized charge on our side), we will issue or request a full refund or correction.
4. If we cannot resolve it, you may then contact your payment processor's dispute team.
5. Only after direct resolution attempts should you file a chargeback or dispute with your bank.

This process protects both you and us while complying with payment processor rules and Merchant-of-Record obligations.

9. Contact Us & Support

For Refund Requests or Billing Issues:

Email: [email protected]
Response Time: Within 1 business day acknowledgment; 5-10 business days for full investigation and response
Subject Line: "Refund Request — [Your Name]"

For General Support (Non-Billing Issues):

Email: [email protected]

For Privacy or Data Requests:

Email: [email protected]

For Legal or Compliance Questions:

Email: [email protected]

Website: nexus-ai.nexus
Related Documents: Terms of Service • Privacy Policy