Refund Policy
Last updated: August 4, 2026
This policy explains when setup fees and subscription payments can be refunded, and how to request a refund or cancel your plan.
Draft for owner review. This document is a draft prepared for Nexus AI Gateway and is not legal advice. Every bracketed placeholder must be confirmed by the business owner, and the final wording should be reviewed by a qualified attorney before publication.
1. Scope
This policy applies to purchases made from [Owner to confirm: full legal business name] through this website or an issued invoice. Where your written order or service agreement states different terms, that document takes precedence.
2. Trial period
Where a trial is offered, it is described on the pricing page for the specific plan. If you cancel before the trial ends you are not charged the first subscription payment. Any setup fee paid before the trial is handled under the section below.
3. Setup fees
Setup fees cover configuration, script writing, integration, and testing work. Once that work has begun, setup fees are refundable only for the portion not yet performed, at our reasonable assessment. If we have not started work, the setup fee is refunded in full within [Owner to confirm: refund processing window, e.g. 10 business days].
4. Subscription fees
Subscriptions are billed in advance for each billing period. You may cancel at any time; cancellation takes effect at the end of the current period and the service remains available until then.
Part-used billing periods are not refunded, except where required by law or where we have failed to provide the service in a material way and have not resolved the issue after notice.
5. Service issues
If the service is materially not working as agreed, contact us within [Owner to confirm: issue reporting window, e.g. 14 days] of the problem starting. We will investigate, attempt a fix, and where a fix is not possible offer a pro-rata credit or refund for the affected period.
6. Usage-based and third-party charges
Telephony minutes, messaging fees, and other pass-through charges from third-party providers are consumed on use and are non-refundable once incurred.
7. How to request a refund or cancel
Send your request to [Owner to confirm: billing contact email address] from the email address on the account, including the account name, invoice number, and reason.
We acknowledge requests within [Owner to confirm: acknowledgement window, e.g. 2 business days] and confirm the outcome within [Owner to confirm: decision window, e.g. 10 business days]. Approved refunds are returned to the original payment method.
8. Chargebacks
Please contact us before raising a chargeback so we can resolve the issue directly. Accounts with an open chargeback may be suspended until the dispute is settled.
9. Statutory rights
Nothing in this policy limits any statutory rights you have under the consumer laws of [Owner to confirm: governing law jurisdiction].