Refund Policy

1. Policy Overview

Nexoera Limited provides professional digital infrastructure consulting and technology advisory services. This Refund Policy sets out the conditions under which clients may request a refund or adjustment of fees paid to Nexoera in connection with contracted services. It is intended to be fair, transparent, and consistent with professional services industry standards.

Because Nexoera's services involve the investment of significant professional time, expertise, and strategic resources from the commencement of each engagement, our refund policy reflects the nature of professional consulting services, where value is delivered progressively throughout the engagement lifecycle.

This Policy applies to all service packages and engagement types offered by Nexoera, including the Launch Package, Growth Package, and Enterprise Package, as well as custom engagements negotiated directly with clients.

2. Non-Refundable Deposits

All engagements with Nexoera require an initial deposit, the amount of which is specified in the applicable Service Agreement. This deposit is non-refundable in all circumstances, as it compensates Nexoera for:

• — Reserving dedicated capacity within our consulting team for the duration of the engagement
• — Conducting preliminary research and discovery activities prior to project initiation
• — Preparing engagement documentation, contracts, and project infrastructure
• — Opportunity cost of declining other engagements to accommodate the Client's project

By proceeding with payment of the initial deposit, the Client acknowledges and accepts that such deposit is non-refundable.

3. Refund Eligibility Periods

3.1 Before Project Commencement

If a Client wishes to cancel an engagement before the official project start date (as defined in the Service Agreement), and more than seven (7) business days' notice is provided, Nexoera will refund 50% of any fees paid beyond the non-refundable deposit. Cancellations with fewer than seven (7) business days' notice before project commencement will not be eligible for any refund beyond the deposit.

3.2 During Active Engagements

Once an engagement has commenced, fees paid for services already delivered are non-refundable. If a Client terminates an engagement mid-project, Nexoera will:

• — Prepare a final account statement reflecting all services delivered to the date of termination notice
• — Issue a credit for any prepaid fees that correspond to services not yet delivered, less a project closure fee of 15% of the remaining prepaid balance
• — Deliver all completed and substantially completed deliverables upon clearance of all outstanding fees

3.3 Completed Engagements

No refunds will be issued for completed projects where all agreed deliverables have been delivered and the Client has accepted the work, whether expressly or through use of the deliverables. Completion of the engagement is evidenced by delivery of final deliverables and final payment, or by the Client's use or implementation of the delivered work.

3.4 Retainer Arrangements

For monthly retainer engagements, fees are payable in advance and are non-refundable for the active month. Cancellation of a retainer arrangement must be provided in writing with thirty (30) days' advance notice. Fees paid for the notice period are non-refundable but the Client will continue to receive the contracted services throughout the notice period.

4. Refunds Due to Service Failure

Nexoera is committed to delivering services of the highest professional standard. In the event that Nexoera fails to deliver a material deliverable specified in the Service Agreement within a reasonable timeframe, or delivers work that materially fails to meet the agreed specification, the Client may request a remedy through the following process:

• — Step 1 — Written Notice: The Client must provide written notice describing the alleged deficiency within fourteen (14) days of the deliverable's receipt, with sufficient specificity to allow Nexoera to assess and respond.
• — Step 2 — Resolution Period: Nexoera will have thirty (30) days to remedy the identified deficiency at no additional cost to the Client.
• — Step 3 — Escalation: If the deficiency is not remedied within the resolution period, the Client may escalate to a Senior Director at Nexoera for review and binding determination.
• — Step 4 — Refund Determination: Where an independent determination confirms a material service failure that Nexoera cannot remedy, a partial or full refund of fees associated with the failed deliverable may be issued at Nexoera's discretion.

5. Circumstances Not Qualifying for Refunds

The following circumstances do not constitute grounds for a refund:

• — Change of mind or change in business direction after project commencement
• — Dissatisfaction with outcomes attributable to the Client's failure to implement recommendations
• — Business outcomes that differ from expectations but were not explicitly guaranteed in the Service Agreement
• — Delays caused by the Client's failure to provide required access, information, or approvals
• — Force majeure events, including but not limited to natural disasters, pandemics, regulatory changes, or internet outages
• — Client personnel changes, organizational restructuring, or internal budget revisions
• — Dissatisfaction with third-party software or tools recommended by Nexoera but governed by separate vendor agreements

6. Refund Process and Timeline

Approved refunds will be processed within fourteen (14) business days of written approval confirmation. Refunds will be issued using the same payment method used for the original transaction, unless an alternative arrangement is agreed in writing.

Nexoera reserves the right to offset any approved refund against outstanding fees, costs, or expenses owed by the Client.

7. Requesting a Refund

All refund requests must be submitted in writing to support@nexoera.io with the subject line “Refund Request — [Client Name] — [Project ID].” The request must include:

• — Client name and organization
• — Project reference number or Service Agreement date
• — Amount of refund requested
• — Detailed explanation of the basis for the refund request
• — Supporting documentation where applicable

8. Contact

For refund-related inquiries, please contact: