1. OVERVIEW
This Refund Policy ("Policy") explainsNexlance's refund and return practices
for subscriptions and purchases made throughNexlance.com.
This Policy should be read together with our Terms of Service and Privacy Policy.
For purchases processed through Paddle as Merchant of Record, Paddle's refund
policies also apply. Please review https://www.paddle.com/legal for details.
2. REFUND ELIGIBILITY
2.1 Refundable Purchases
- Monthly subscription fees
- Annual subscription fees
- One-time license purchases
- Upgrade fees
- Add-on services
2.2 Non-Refundable Items
- Custom development services (once completed)
- Training and consulting services (once delivered)
- Professional services and support hours used
- Data migration services (once completed)
- API access fees (once activated)
- Taxes, VAT, and remitted transaction fees
3. REFUND TIMELINE
3.1 Standard Refund Period
30-Day Money-Back Guarantee:
- Refund requests must be submitted within 30 days of purchase.
- Applies only to the first month of service.
- Requests after 30 days are generally not eligible.
3.2 Exceptions
- Service failure exceeding 7 consecutive days
- Billing errors or duplicate charges
- Service discontinuation (pro-rata refund)
- Regulatory requirements
3.3 Annual Subscriptions
- Eligible within 30 days of purchase
- Full refund or full credit depending on payment method
- Partial refund possible within first 90 days (remaining months)
4. HOW TO REQUEST A REFUND
Step 1: Contact Support
Email: admin@nexlance.com
Subject Line: "Refund Request"
Step 2: Provide Details
- Order number and transaction ID
- Original purchase date
- Clear explanation of issue
- Attach screenshots if applicable
Step 3: Review Process
Requests are reviewed within 5-7 business days.
Step 4: Refund Processing
Approved refunds are processed within 10-15 business days.
Paddle transactions may take an additional 3-5 business days.
5. REFUND CONDITIONS & RESTRICTIONS
Eligibility Conditions
- Valid active account
- Request submitted within timeframe
- No violation of Terms of Service
- No misuse or competing product usage
Restrictions
- Policy violations
- Fraudulent activity or chargebacks
- Refund abuse history
- Request by unauthorized person
Data Deletion
Upon refund approval, your account will be terminated and data deleted
within 30 days. Back up important data before requesting a refund.
6. SUBSCRIPTION CANCELLATION
You may cancel at any time. Cancellation applies to future billing periods only.
No refunds for current billing period.
7. PADDLE MERCHANT OF RECORD
Paddle handles payment processing, tax collection, invoicing, and refund
execution for transactions processed via Paddle.
8. CHARGEBACKS & DISPUTES
Initiating a chargeback without contacting us first may result in
account suspension or termination.
9. SPECIAL CIRCUMSTANCES
In case of service discontinuation, pro-rata refunds will be issued.
10. CREDIT & SERVICE CREDITS
We may offer account credits, service extensions, or plan upgrades
instead of cash refunds in certain cases.
11. TAXES & FEES
Taxes and transaction fees already remitted to authorities are non-refundable.
12. INTERNATIONAL CUSTOMERS
Customers in the EU/EEA and UK may have additional statutory refund rights.
13. FREQUENTLY ASKED QUESTIONS
Can I get a refund after 30 days?
Generally no, unless exceptional circumstances apply.
How long does a refund take?
10–15 business days after approval.
14. CHANGES TO THIS POLICY
We may update this Policy from time to time. Continued use of the
Service constitutes acceptance of updates.
15. CONTACT US
Email: admin@nexlance.com
Nexlance
NexlanceDigital 82A James Carter Road, Milden Hall
United Kingdom, IP28 7DA
END OF REFUND POLICY
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