Refund & Cancellation Policy
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This policy explains your cancellation and refund rights when you purchase access to NEXUS AI. It does not affect the statutory rights you have as a consumer under EU and Maltese law.
1. Your right to cancel (cooling-off period)
If you are a consumer in the EU, you generally have the right to cancel a purchase within 14 days of the date of purchase without giving a reason.
Important: digital content and services often begin immediately. By purchasing and starting to use the Service — for example by consuming tokens, redeeming a Technology Certificate, or sending messages to your AI assistant — you acknowledge that delivery has begun and you may lose the 14-day right of withdrawal to the extent the Service has been provided. Any unused portion may still be refundable as set out below.
2. How to request a refund
To cancel or request a refund, email billing@nexus-ai.app from the address associated with your account, including your order or invoice reference. We aim to acknowledge requests within one business day.
3. When you are entitled to a refund
- Unused purchases. If you have not used any part of the access or token allowance you bought, and you request a refund within the 14-day cooling-off period, we will refund you in full.
- Partially used purchases. Where the Service has been partly provided, we may refund the unused portion on a pro-rata basis at our reasonable discretion.
- Service failure. If the Service is materially defective or not as described, you are entitled to a remedy under consumer law, which may include a repair, replacement or refund.
4. When refunds are not available
- token allowances that have already been consumed;
- purchases where you expressly agreed that the Service would begin immediately and that you waive your withdrawal right for the portion already supplied;
- requests made in bad faith or in breach of our Acceptable Use Policy.
5. Bank-transfer purchases
For purchases paid by bank transfer, refunds are returned to the originating bank account. We may require additional verification before processing a refund to a bank account.
6. How refunds are paid
Approved refunds are made using the original payment method where possible and in the original currency (EUR). Refunds are typically processed within 14 days of approval, though the time for funds to appear depends on your payment provider.
7. Technology Certificates
Where a refund relates to a purchase that issued a Technology Certificate, the associated Certificate and any linked Vault access will be deactivated as part of the refund.
8. Contact
For any billing or refund question, contact billing@nexus-ai.app or use our contact page.