Refund Policy
1. Purpose
This Refund Policy explains when NEXUSDESK (“we,” “us,” or “our”) issues refunds, credits, or subscription cancellations for remote IT support purchased through our website and processed by Stripe. It works together with our Terms of Service. Capitalized terms used but not defined here have the meanings given in the Terms.
2. Pay-first model
We require successful payment or an active company subscription before initiating remote access. Fees secure queue placement and technician capacity. This policy balances fair treatment of customers with protection against misuse, fraud, and no-shows.
3. Full refund — before session start
You may request a full refund of the session fee if all of the following are true:
- No remote support session has begun (no screen sharing, remote control, or equivalent access has been initiated by us with your participation); and
- You submit your refund request to support@nexusdesk.worldwidechoices.com within seventy-two (72) hours of successful payment; and
- You have not violated our Terms of Service in connection with the purchase (including fraud, chargeback abuse, or harassment).
Approved refunds are processed to the original payment method where technically possible. Timing of posting depends on Stripe and your financial institution.
4. Full refund — our failure to deliver a scheduled start
If we confirm a specific scheduled start window in writing (email or ticket) and we fail to begin the session within thirty (30) minutes after that window begins, without prior notice of an outage or reschedule, you may request a full refund unless you agree in writing to a new time. This paragraph does not apply if you miss the scheduled start or fail to respond to join instructions for more than fifteen (15) minutes after the scheduled start without reasonable cause.
5. After a session has started
Once a remote session has begun, session fees are generally non-refundable, because technician time and capacity have been allocated. We may, at our sole discretion, issue a partial credit toward a future session if:
- The session ended early due to an outage or error attributable to us; or
- We determine in good faith that the issue was outside the scope advertised on our website before you purchased; or
- Applicable law requires a remedy.
Credits expire one hundred eighty (180) days after issuance unless stated otherwise in writing.
6. Duplicate charges and processing errors
If you were charged twice for the same session due to a processing error, contact us with receipts. We will refund the duplicate charge after verification.
7. Chargebacks
Please contact us before initiating a payment dispute or chargeback so we can resolve the issue. Unfounded chargebacks may result in closure of your access to future purchases and may be treated as a violation of our Terms.
8. No refunds for outcomes
Remote support for software, devices, and websites does not guarantee resolution of every problem. Lack of a complete fix—where we made reasonable efforts within scope—is not grounds for a refund after a session has started, except as stated in Section 5 or where required by law.
9. Company subscription cancellations
The Company Unlimited plan is billed monthly in advance at £2,000 per company unless checkout states otherwise. You may cancel future renewals through Stripe or by contacting us before the next renewal date. Cancellation stops future billing but does not automatically refund the current billing period, because capacity is reserved for the subscribed company.
We may issue a full refund of the first subscription payment if you cancel within seventy-two (72) hours of the initial subscription payment and no support request, remote session, screen share, hosting access, or equivalent support work has begun. After support begins, subscription fees are generally non-refundable except where required by law or where we fail to provide the Services in a material way and do not remedy the failure within a reasonable time after written notice.
10. How to request a refund or cancellation
Email support@nexusdesk.worldwidechoices.com with the subject line “Refund request,” include the email used at checkout, the approximate time of payment, and the Stripe receipt identifier if available. We typically respond within three (3) business days.
11. Changes
We may update this Refund Policy from time to time. The “Last updated” date will change accordingly. Refund eligibility for a purchase is generally determined by the policy in effect at the time of payment unless a newer policy expressly benefits you.
12. Contact
Questions: support@nexusdesk.worldwidechoices.com or Contact.