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Refund Policy

Last updated: March 1, 2026

We want every client to feel good about their engagement with Nexora Labs. This Refund Policy explains how refunds work for our services.

1. Project Engagements (Fixed-Price)

Fixed-price projects are structured around milestones, each tied to a deposit, design approval, and launch payment. Refund eligibility depends on which milestone has been reached.

  • Before discovery starts. The initial deposit is fully refundable within 7 days of payment, provided no discovery or design work has begun. Email billing@nexoralabs.example to request.
  • After discovery. The deposit becomes non-refundable once discovery workshops have been delivered, because that work has substantial standalone value (you keep the discovery deck and recommendations).
  • After design approval. All amounts paid through that milestone are non-refundable, but any unbilled future milestones are not owed if the project is canceled.
  • After launch. Final-milestone payments are non-refundable. If a deliverable fails to meet the SOW's acceptance criteria, we will remedy the defect at no charge under our standard warranty (see Terms of Service §7).

2. Monthly Retainers

Retainers are billed monthly in advance. You may cancel at any time before the next billing cycle, effective at month-end. Unused hours within a billing cycle are not refundable but are usable through the end of that cycle. We do not issue prorated refunds for partial months.

3. How to Request a Refund

Email billing@nexoralabs.example with your invoice number and a brief description of the issue. We will respond within 3 business days and, when applicable, process approved refunds within 10 business days via the original payment method.

4. Disputes

If you disagree with a refund decision, you may escalate to our COO at resolutions@nexoralabs.example. We are committed to a fair outcome and will work with you in good faith before considering external dispute resolution under our Terms of Service.

5. Chargebacks

Please contact us before initiating a chargeback so we have a chance to resolve the issue directly. Unjustified chargebacks may result in additional fees and termination of services.

6. Contact

Questions? Email billing@nexoralabs.example.