Refund Policy

1. Conditions before the project starts

A 40% deposit reserves production capacity and covers discovery and initial design.

If you cancel in writing before discovery begins, the deposit is refunded in full within 14 days.

Once discovery has started — the requirements workshop, research or first design work — the deposit is non-refundable, because the capacity has been committed and the work has begun.

2. Non-refundable work already completed

Milestones that have been delivered and approved are not refundable, as the work has been produced and handed over.

Work in progress at the moment of cancellation is invoiced on a pro-rata basis against the milestone it belongs to.

Third-party costs already incurred on your behalf — domains, licences, stock assets, AI usage, hosting — are non-refundable in all cases.

3. Cancellation process

Send written notice of cancellation to hello@nexorastudio.io quoting the project reference. The engagement is treated as terminated 14 days after that notice.

We issue a final statement listing completed milestones, work in progress and third-party costs, offset against amounts already paid.

Any prepaid amount exceeding the final statement is refunded within 30 days to the original payment method. Any shortfall is invoiced on standard 14-day terms.

Deliverables produced up to the cancellation date are handed over once the final statement is settled.

4. Exceptional situations

If Nexora is unable to deliver the agreed scope for reasons within our control, you receive a full refund of amounts paid for the undelivered work, at your option instead of a rescheduled delivery.

Where delivery is prevented by events outside either party's reasonable control, we agree in good faith either to reschedule or to settle for work completed only.

Duplicate payments and billing errors are refunded in full as soon as they are identified.

Dissatisfaction with subjective design direction is addressed through the revision rounds included in your package, not through a refund, provided the delivered work matches the approved scope.

5. Retainers and subscriptions

Support retainers can be cancelled with 30 days' written notice. The current period is served in full and is not pro-rated.

6. Requesting a refund

Send refund requests to hello@nexorastudio.io with the project reference and the reason. We respond within 5 business days and complete approved refunds within 30 days.