Refund and cancellation policy for digital services, custom projects and support work

Refund requests are reviewed case by case. We consider the project agreement, payment type, work completed, time spent, resources allocated, deliverables provided, approvals received, third-party costs and whether the service has already been performed.

Work that has already been completed, delivered, approved, published, reviewed or made available is generally non-refundable. This may include design work, development work, coding, consultation, project planning, SEO research, audits, testing, support tasks, setup and written content.

Many Nexus Web & Software services are custom and created for a specific client, business, website, project, platform, app, store or technical environment. Custom services are generally not eligible for full refunds once started.

If you are not satisfied, contact us first so we can review the concern, clarify the scope, check deliverables and offer reasonable corrections where appropriate. Refunds are not automatically granted because of subjective preference, changed business direction or delayed client feedback.

If your proposal, invoice, service agreement or contract includes specific refund or cancellation terms, those terms may apply to your project in addition to or instead of this general policy.

Approved refunds may take time to process depending on payment method, bank, payment gateway, currency, chargeback rules, invoice reconciliation and administrative review.

Refunds are generally not available for website design or development work that has started, including wireframes, page layouts, HTML/CSS/JS work, WordPress setup, Shopify customization, WooCommerce setup, page content placement, responsive adjustments, forms, testing and launch preparation.

Custom software, admin dashboards, client portals, CRMs, SaaS systems, databases, role-based access systems and reporting tools require planning and development time. Work completed on these systems is generally non-refundable.

Mobile app development involves planning screens, user flows, backend APIs, testing, builds and platform-specific work. Completed app planning, UI work, development, testing and integration work is generally non-refundable.

API work depends on third-party documentation, testing, authentication, data structure, provider limitations and custom logic. API planning, connection setup, coding, testing and troubleshooting time is generally non-refundable once performed.

If a client changes direction, changes business plans, no longer wants a feature, delays approvals or requests a different design after work is completed, refunds are not automatically available for completed work.

If a deliverable does not match the agreed scope, we may provide reasonable corrections or revisions within the agreed revision terms. Corrections do not necessarily mean a refund is due.

Domain registrations, hosting plans, SSL certificates, DNS services, email hosting, server fees and related setup charges are normally non-refundable once purchased, activated or configured.

WordPress themes, premium plugins, Shopify apps, WooCommerce extensions, page builders, templates and software licenses are normally non-refundable once purchased, installed, activated or assigned to a project.

Stock photos, icons, illustrations, video assets, fonts, design assets, templates and creative licenses purchased for a project may be non-refundable depending on the provider’s policy.

API credits, SaaS subscriptions, CRM tools, email tools, payment gateway setup fees, booking systems, analytics tools and external software costs are controlled by third-party providers and are generally non-refundable after activation.

Payment gateway, bank transfer, card processing, currency conversion, international payment or transaction fees may not be refundable depending on the payment provider and banking rules.

Where a third-party provider offers a refund, the decision, timing and amount are controlled by that provider. Nexus Web & Software cannot guarantee third-party refunds.

To request a refund review, email sales@nexuswebsoftware.com or support@nexuswebsoftware.com, or use the contact page. Include your name, business name, invoice number, project name, payment date, payment method and reason for the refund request.

Please provide any supporting details such as project communication, agreed scope, concern description, screenshots, delivery notes, milestone status, support ticket references or requested resolution.

We review the payment, invoice, project timeline, scope, deliverables, communication, time spent, third-party costs and work status before deciding whether a refund, partial refund, credit or correction is appropriate.

Possible outcomes may include no refund, partial refund, service credit, revision within scope, correction of an issue, project pause, revised scope, settlement of unused work or another reasonable resolution.

If a refund is approved, it is normally processed through the original payment method where possible. Transaction fees, bank charges, payment gateway fees or currency conversion differences may be deducted where applicable.

Please contact us before filing a chargeback or dispute. Unauthorized chargebacks may result in service suspension, project pause, account restriction, recovery of completed work costs or legal action where appropriate.