Refund and Cancellation Policy
This policy applies to paid NexusNova HumanProof digital services purchased directly from NexusNova Tools. It explains when cancellation or refund review may apply, how payment-gateway issues are handled, and how billing matters are communicated.
1. Free tools are non-transactional
NexusNova's free browser tools are provided without a purchase or transaction. Using, testing or sharing a free tool does not create a payment obligation and is outside the refund process.
2. Cancellation before fulfilment
For a paid order that has not yet been fulfilled, you may request cancellation through the billing channel as soon as possible. NexusNova will review the order state, payment state and whether digital fulfilment has already started or completed.
3. Completed digital services
A HumanProof result, credential or other digital service that has already been successfully issued is generally treated as fulfilled and is not refundable, except where a mandatory legal right applies or NexusNova confirms an exception after review.
4. Eligible refund situations
A refund review may be available for a confirmed duplicate charge, a payment captured without successful NexusNova fulfilment caused by a NexusNova-side technical failure, or an eligible completely unused purchase where the request is made within 7 calendar days of purchase.
5. Failed or abandoned verification
A failed or abandoned verification attempt does not create a verified result. Where payment was captured, NexusNova will distinguish a genuine technical fulfilment failure from cases involving customer cancellation, denied permissions, unsupported environments, expired sessions or incomplete requested verification steps.
6. Payment gateway issue and Safepay fallback protocol
When a payment gateway reports a timeout, uncertain authorization, duplicate callback or other billing-state mismatch, NexusNova will first reconcile the order record against the gateway response before treating the payment as completed. Where Safepay is the configured payment route or fallback, billing staff may use the available Safepay transaction, checkout and settlement records to determine the authoritative payment state. A customer must not be asked to pay again until the existing transaction has been reviewed.
7. Immediate processing parameters for gateway issues
Payment-gateway incident reports should be sent to billing@nexusnovatools.com with the order reference, payment date, plan, amount, gateway or transaction reference if available, and a brief description of the issue. NexusNova will begin transaction reconciliation as soon as reasonably practicable after receiving enough information to identify the payment. Do not send full card numbers, passwords, private keys or one-time security codes.
8. Billing resolution and settlement window
Standard billing investigations are targeted for resolution within 5–7 business days after sufficient transaction information is received. Where a refund is approved, NexusNova will initiate the applicable reversal or refund through the available payment route. The time for funds to reach the customer may additionally depend on Safepay, the acquiring institution, card issuer, bank, payment network or other settlement participant.
9. Refund method
Approved refunds are normally returned through the original or otherwise authorized payment route. NexusNova does not intentionally redirect a refund to an unrelated third-party account. Where the original route cannot process a return, billing staff will communicate the available lawful alternative before completing the refund.
10. Enterprise and custom arrangements
Enterprise orders, invoices, subscriptions or custom service agreements may contain separate commercial terms. Those written terms apply to the extent they govern the particular transaction, while mandatory statutory rights remain unaffected.
11. Evidence for review
Useful evidence includes the order reference, purchase timestamp, plan, charged amount, transaction reference and screenshots showing an error without exposing confidential information. Refund approval is based on the transaction and fulfilment state, not solely on an on-screen browser message.
12. Billing communication channel
All payment, refund, cancellation and billing-resolution requests should be sent to billing@nexusnovatools.com. General support remains available through the Contact Us & Support page. Messages should contain only the minimum information needed to identify the transaction.
13. No waiver of mandatory rights
Nothing in this policy removes, limits or waives a consumer or other legal right that cannot lawfully be excluded under applicable law.
14. Policy updates
NexusNova may update this policy when payment processes, service offerings, security requirements or applicable legal obligations change. The current version and last-updated date will be published on this page.