Refund Policy
Last updated: June 30, 2026 · Effective date: June 30, 2026
This Refund Policy describes when and how Nexivo LLC ("Nexivo", "we", "us") issues refunds for paid subscriptions and credit purchases on the Nexivo AI platform. It supplements, and should be read alongside, our Terms of Service and Billing Policy.
1. General principle
Nexivo subscriptions are billed in advance and are non-refundable once a billing period has started, except where required by applicable law or expressly stated below. We do not pro-rate refunds for cancellations made mid-cycle — your plan simply remains active until the end of the period you have already paid for.
2. 7-day first-purchase guarantee
If this is the first time your organization has paid for a Nexivo plan and you are dissatisfied with the Services, you may request a full refund within seven (7) calendar days of the initial charge. To qualify, your workspace must have consumed fewer than ten (10) pipeline runs during that period. Renewals, plan upgrades and second-time purchases are not eligible for this guarantee.
3. Annual plans
Annual plans are paid in advance for a twelve-month term. After the first 30 days, annual plans are non-refundable. Within the first 30 days you may request a pro-rated refund of the unused portion of the annual term, less any usage charges, by writing to contact@nexivollc.com.
4. Credit purchases
Pre-paid credit top-ups are non-refundable once credits have been added to your workspace, because credits are consumed in real time against upstream AI inference costs. If credits were added in error or due to a billing system fault, contact us within 14 days and we will investigate and correct the charge.
5. Service failures and outages
If the Services suffer a material outage or fail to deliver the core functionality of your paid plan for a sustained period, we will, at our discretion, issue service credits or a pro-rated refund covering the affected period. Contact contact@nexivollc.com with the dates and impact and we will respond within five business days.
6. Duplicate or unauthorized charges
If you believe you were charged twice for the same subscription, charged after a verified cancellation, or charged without authorization, contact us at contact@nexivollc.com within 60 days of the charge. Verified duplicate or unauthorized charges are refunded in full to the original payment method within 5–10 business days.
7. Chargebacks
We ask customers to contact us first before initiating a chargeback. Filing a chargeback without first giving us an opportunity to resolve the issue may result in suspension of the workspace until the dispute is closed. We respond to legitimate chargeback requests with the relevant transaction and usage records.
8. How to request a refund
Email contact@nexivollc.com from the billing contact on file with: (i) your workspace name, (ii) the invoice or charge ID, (iii) the reason for the refund request. We aim to respond to refund requests within three business days and to process approved refunds within 5–10 business days, depending on your payment method and bank.
9. Changes
We may update this Refund Policy from time to time. Material changes will be announced by email at least 30 days before they take effect and reflected in the "Last updated" date above.
10. Contact
Refund questions should be sent to Nexivo LLC, 155-36 Lahn St, Jamaica, NY 11414, United States, or by email to contact@nexivollc.com.