Refund & Cancellation Policy

This Refund and Cancellation Policy ('Policy') governs all refund, cancellation, and billing-adjustment requests made in connection with paid subscriptions and one-time transactions processed through NEXUS Media Engine ('Platform', 'we', 'us', 'our'). By purchasing a subscription or initiating a payment through any checkout flow operated or integrated by NEXUS Media Engine, you agree to the terms set out in this Policy. This Policy is incorporated by reference into our Terms of Service and forms part of your binding agreement with us.

This Policy applies to: (a) monthly and annual paid subscription plans (Free-to-Paid upgrades, Pro, Premium, API, and API Growth tiers); (b) one-time top-up purchases or add-ons where applicable; (c) enterprise arrangements billed by invoice, unless a separate commercial agreement supersedes this Policy. This Policy does not apply to the Free tier, which carries no payment obligation and is not subject to a refund mechanism.

We offer a 7 (seven) calendar-day money-back guarantee on the first subscription payment for any paid tier. If you are genuinely dissatisfied with the service within 7 days of your initial charge, you may request a full refund of that first payment. The guarantee applies once per account lifetime and per payment instrument. It does not apply to subsequent renewal cycles, plan upgrades after an initial refund has been granted, accounts where usage materially exceeds the free-tier quotas before the refund request, accounts suspended or terminated for abuse or Terms violations, or transactions that have already been subject to a chargeback or payment dispute. We reserve the right to decline requests where usage patterns indicate that the guarantee is being exploited systematically.

Subscriptions are pre-paid and renew automatically on a monthly or annual basis depending on your selected billing cycle. You may cancel your subscription at any time from your Dashboard. Upon cancellation: (a) your paid entitlements remain active until the end of the current billing period for which payment has already been collected; (b) no further charges are applied after the billing period ends; (c) access reverts to the Free tier at the start of the next billing cycle. We do not issue pro-rata refunds for unused time within a paid period after the 7-day guarantee window has expired, except where required by mandatory consumer law in your jurisdiction.

If you upgrade from one paid tier to a higher tier mid-cycle, the remaining value of the current cycle may be credited or applied as a pro-rata credit toward the new plan, at our discretion, or you may be billed immediately for the new plan and the prior period treated as used. If you downgrade from a higher to a lower tier mid-cycle, no partial refund is issued for the current period; the lower tier takes effect at the next renewal. We will communicate the exact handling applicable to your upgrade or downgrade scenario in the billing interface at the time of the transaction.

Payments are processed through Razorpay (for users in India), and through Paddle (for international users). All charges are subject to the rules and policies of the applicable processor. NEXUS Media Engine does not independently store full payment card data. Refunds are issued to the original payment method used at the time of purchase. Processing timelines are governed by your bank, card network, or wallet provider and may take 5 to 10 business days to appear in your account after we approve the refund request.

The following circumstances are explicitly excluded from eligibility for a refund: (a) requests made after 7 days of the initial charge (outside the money-back guarantee window); (b) renewal charges that were not cancelled before the renewal date; (c) disruptions caused by upstream platform changes, source-site blocking, third-party API restrictions, or external factors beyond our control; (d) dissatisfaction with content quality, resolution, or format availability where the technical delivery was completed; (e) accounts terminated or suspended due to abuse, copyright violation, or Terms breach; (f) API plan charges where more than 20% of the purchased quota has been consumed in the cycle; (g) enterprise agreements governed by a separate contract with distinct billing terms.

To request a refund under the 7-day money-back guarantee or to raise any billing dispute, contact us at nexusmediaengine@gmail.com with: (i) the registered email address on your account; (ii) the date and approximate amount of the transaction; (iii) the order or subscription ID (visible in your Dashboard); (iv) a brief description of the issue. We aim to acknowledge all refund requests within 2 business days and to process eligible refunds within 5 business days of acknowledgement. We may request additional information to verify your identity or transaction details before processing.

If you initiate a chargeback or payment dispute with your bank or card issuer before contacting us through the process described above, we reserve the right to immediately suspend your account pending resolution. We strongly encourage contacting us first, as most billing issues can be resolved quickly without a formal dispute. If a chargeback is found to be fraudulent, abusive, or issued after we have already processed a refund, we reserve the right to permanently terminate your account and recover amounts owed through legally available means. A successful chargeback does not constitute a finding that our service is defective; it is a payment-reversal mechanism governed by network rules.

For users on annual subscription plans, refunds are available under the 7-day money-back guarantee on the same terms as monthly plans. After the 7-day window, we do not typically offer pro-rata refunds for the unused months of an annual term. However, where required by applicable consumer protection law, including but not limited to the Consumer Protection Act, 2019 (India) and any notified rules thereunder, we will comply with the refund or cancellation rights prescribed by law, and this Policy is expressly subject to any such mandatory statutory rights.

Nothing in this Policy limits, excludes, or modifies any right or remedy conferred by applicable consumer protection legislation that cannot lawfully be restricted. Users in India benefit from rights under the Consumer Protection Act, 2019 and applicable rules. Users in the European Economic Area, United Kingdom, and equivalent jurisdictions may benefit from statutory cooling-off rights under applicable distance selling and consumer contract regulations. Where applicable law grants you a refund or cancellation right that exceeds what this Policy provides, that statutory right prevails and we will honour it.

We may update this Policy from time to time to reflect changes in our pricing structure, payment processors, legal obligations, or operational practices. We will publish the updated Policy on this page with a revised effective date. Continued use of the Platform after the effective date of an updated Policy constitutes your acceptance of the changes. For material changes affecting existing active subscribers, we will endeavour to provide at least 7 days' advance notice via email or an in-app notification.

All refund and billing enquiries should be directed to nexusmediaengine@gmail.com. If you are dissatisfied with how we handle your refund request, you may escalate the matter to your payment processor, your bank, or, where applicable, a relevant consumer dispute resolution body or court of competent jurisdiction. This Policy is governed by the laws of India. Any unresolved disputes shall be subject to the exclusive jurisdiction of courts in India, without prejudice to any non-waivable statutory rights you hold in your home jurisdiction.