Refund Policy

Last updated: September 2026

Summary

  • The Free plan costs nothing, so there is nothing to refund.
  • Premium purchases come with a 14-day money-back guarantee.
  • You can cancel at any time; you keep Premium until the end of the paid period.
  • Payments and refunds are processed by Paddle.com, our Merchant of Record.

1. Who Processes Your Payment

Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle handles payment processing, sales tax and VAT, invoicing, and refunds for Neksio Premium subscriptions purchased on neksio.com or platform.neksio.com. Your purchase is also subject to Paddle's Buyer Terms.

2. 14-Day Money-Back Guarantee

If you are not satisfied with Neksio Premium, you can request a full refund within 14 days of your first payment for a monthly or annual subscription. No questions asked — we would simply appreciate knowing what we could do better.

3. Renewals

Subscriptions renew automatically at the end of each billing period until cancelled. You may request a refund for a renewal payment within 14 days of the renewal date, provided the Premium features have not been substantially used since that renewal. Refund requests made after 14 days are not normally granted, but we review every request individually and will act fairly.

4. Cancelling Your Subscription

You can cancel Premium at any time from your billing settings on the Neksio platform or by emailing us. Cancellation stops future renewals; you keep access to Premium features until the end of the period you have already paid for, after which your account moves to the Free plan. Cancelling does not by itself trigger a refund — request one as described below if you are within the refund window.

5. How to Request a Refund

You can request a refund in either of these ways:

  • Email info@neksio.com with the email address used for your purchase and your order or receipt number.
  • Contact Paddle directly through paddle.net, using the details on the receipt Paddle emailed you.

6. How Refunds Are Paid

Approved refunds are issued by Paddle to the original payment method. Refunds are usually processed within 5–10 business days, although the time for the money to appear on your statement depends on your bank or card provider. Once a refund is issued, your Premium subscription ends and your account returns to the Free plan.

7. Exceptions

We may decline a refund where there is evidence of fraud, refund abuse, or a breach of our Terms of Service. Charges made by third parties — for example, Meta's WhatsApp conversation fees or subscriptions billed through the Shopify App Store — are not paid to Neksio and are governed by those providers' own refund policies.

8. Statutory Rights

Nothing in this policy limits any rights you have under the consumer protection laws of your country of residence.

9. Changes to This Policy

We may update this Refund Policy from time to time. Changes apply to purchases made after the updated date shown on this page.

10. Contact

Questions about billing or refunds? Contact Neksio Technologies (SMC-Private) Limited at info@neksio.com.