Refund & Cancellation Policy

This policy explains when Nexon Enterprise refunds a payment, when it does not, and how to ask. We would rather be plain about this before you pay than argue about it afterwards.

1. Project work

• Before work begins — if you cancel before we have started, the advance is refunded in full, less any third-party cost already incurred on your behalf.
• After work begins — the advance covers the discovery, planning and setup already performed and is non-refundable. If you cancel mid-project, you pay for milestones completed and approved up to that date, and anything already paid beyond that is refunded.
• On completion — once a deliverable has been handed over and accepted, the fee for it is non-refundable. Defects in delivered work are fixed free of charge under the warranty in section 4, not refunded.

2. Monthly retainers

• Retainers can be cancelled at any time with 15 days written notice by email.
• The current month is billed in full where work has been performed in that cycle. Where no work has been performed in the cycle, the fee is refunded pro-rata for the unused period.
• Cancellation stops future billing. It does not refund earlier months.
• Hosted services, monitoring and support end when the paid period ends. We will provide an export of your data and a handover before that date if you ask.

3. Costs that are never refundable

Third-party costs are consumed by the platform the moment they are used and cannot be recovered by us, so they cannot be refunded:

• Server, hosting and data-centre charges already billed
• Domain registrations, renewals and paid SSL certificates
• WhatsApp conversation charges
• Email sending volume already sent
• Advertising spend already delivered on Meta, Google or elsewhere
• Paid API keys, plugins and software licences bought for your project

Fees for preparing and submitting an application to a third-party platform cover the work of preparing it. They are not refundable if the platform declines the application, because the decision is theirs, not ours. We will tell you honestly before starting if we think an application is unlikely to be approved.

4. If something we delivered is defective

Project deliverables carry 30 days of free bug fixing from handover. If something we built does not work as scoped, we fix it — that is the remedy, rather than a refund. If we cannot fix a material defect within a reasonable time, you are entitled to a refund of the fee for that specific deliverable.

5. How to request a refund

Email [email protected] with your invoice number, the payment date, and the reason for the request. We acknowledge within 2 working days and give you a decision with reasons within 7 working days.

6. How refunds are paid

Approved refunds are made to the original payment method — the same card, UPI ID or bank account the payment came from. Once we initiate the refund, it typically reaches you within 7 to 10 working days, depending on your bank or card issuer. We share the refund reference as soon as it is initiated.

7. Chargebacks

If you believe a charge is wrong, please contact us first. We would rather resolve it directly than through a chargeback, which freezes the amount for weeks for both of us.

8. Disputes and escalation

If you are unhappy with a refund decision, reply to the same email thread and ask for it to be escalated. We will review it again and respond within 7 working days. Unresolved disputes are subject to the governing law and jurisdiction in our Terms & Conditions.

9. Contact

Email: [email protected]
Phone: +91 95129 29896