Refund Policy
This Refund Policy ("Policy") describes the limited circumstances in which Nxera Digital LLC ("Nxera," "we," "us") will issue refunds for amounts paid by Clients ("you," "your") for the Services. This Policy is incorporated into, and forms a binding part of, the Nxera Terms of Service. Capitalized terms not defined here have the meanings given in the Terms.
SHORT VERSION: Nxera sells two subscriptions: the Repeat Customer System at US$99 per month and the Service Agreement Program at US$249 per month. Both are flat monthly fees with no setup fee, no minimum term, and no lock-in. You can cancel at any time from the Billing section of your portal; cancellation takes effect at the end of the billing period you have already paid for. Monthly fees are non-refundable once charged. There is no money-back window, no trial, and no partial-month refund. Refunds are issued only in the narrow circumstances listed in Section 5. Payments your customers make for your service plans go to your own Stripe account and are governed by Section 8, not by this Policy.
1. Subscriptions, Start Date, and Cancellation
1.1 Two Services
Nxera offers two Services, each a month-to-month subscription:
(a) Repeat Customer System, US$99 per month. Billing begins on the day of checkout (the "Start Date").
(b) Service Agreement Program, US$249 per month. Billing begins on the Start Date. Setup (your intake, plan design, your approval, and connecting your Stripe account) happens during the first billing period and does not delay or pause billing.
1.2 No Charge Before Checkout; No Setup Fee
Nothing is billed before you complete checkout. There is no setup fee, no onboarding fee, and no charge for the free competitive scan.
1.3 Cancel at Any Time
You may cancel at any time through the Billing section of your portal or by emailing info@getnxera.com from the email address on file with subject line "Cancel Subscription," subject to the cancellation mechanics in Section 3.3 of the Terms. Cancellation takes effect at the end of the billing period in which Nxera receives it. The Services remain available through that date and no further monthly fees are charged after it.
1.4 No Money-Back Window
Nxera does not offer a money-back window, a trial period, or a satisfaction guarantee. The first monthly fee is treated the same as every later monthly fee: it is earned when charged.
1.5 No Minimum Term
No Service carries a minimum term. You owe only the monthly fees for billing periods that have begun.
1.6 Post-Cancellation Data Retention
After cancellation takes effect, your Customer Content and Member data are retained so your account can be restored if you come back. You may export them from the portal at any time and you may delete them at any time. Subscribing again later is a new subscription at then-current pricing; retained data is restored with the account, and anything you deleted is not.
Repeat Customer System and Service Agreement Program
Fees for both Services are billed monthly in advance and are non-refundable. Subscriptions are month-to-month and may be cancelled at any time, effective at the end of the current billing period. Switching between the two Services takes effect on your next billing day and creates no refund right.
2. Subscription Fees Are Non-Refundable
2.1 General Rule
All subscription fees are non-refundable once charged, including: (a) Monthly subscription fees; (b) Pro-rated portions of monthly fees; (c) Any other recurring charges.
2.2 No Pro-Rata for Mid-Cycle Cancellation
If you cancel in accordance with the Terms, the subscription continues, and the Services remain available, until the end of the then-current billing period. You are not entitled to any refund of the unused portion of that billing period.
2.3 No Refund for Underuse
You are not entitled to any refund or credit because you used the Services less than expected, did not log visits, did not approve messages, did not complete your intake, did not connect your Stripe account, did not enroll any Members, did not benefit commercially, did not feel the Services were "worth it," or for any other reason of subjective dissatisfaction.
2.4 No Refund After 60 Days
You must dispute any specific charge within sixty (60) days of the charge date as provided in Section 4.6 of the Terms. After sixty (60) days, the charge is conclusively final and not subject to refund.
3. No Usage or Overage Charges
3.1 Flat Fee
The monthly fee is flat. Nxera does not charge per message, per contact, per Member, or per visit, and there are no usage or overage charges to refund. The only charge outside the monthly fee is the US$50 chargeback-handling fee in Section 6.3, which applies only after a chargeback filed in breach of the Terms.
3.2 Changes Included
Changes to your plans, your plan page copy, and your message settings are included in your subscription. Nxera classifies and schedules change requests in good faith. Because changes are not separately billed, no change-related refunds arise.
3.3 Stripe Fees
Stripe's processing fees on your Members' payments are charged by Stripe on your own Stripe account and are not Nxera charges. Nxera does not refund them.
4. Month-to-Month Term
4.1 No Commitment
Every subscription runs month-to-month from the Start Date. There is no initial term, no minimum number of billing periods, and no early-termination fee.
4.2 What Cancellation Does Not Do
Cancellation stops future charges. It does not refund the current billing period, and it does not entitle you to a refund in cases of:
- Subjective dissatisfaction;
- Loss of business or revenue;
- Personal hardship;
- Change in business strategy;
- Sale, closure, or rebranding of your business (the subscription is non-transferable per Section 20.3 of the Terms);
- Discovery that the Services are not as profitable as you hoped;
- Belief that you can run customer follow-up more cheaply elsewhere.
5. Limited Refund-Qualifying Events
Nxera will issue a refund only in the following narrow and specifically enumerated circumstances:
5.1 Duplicate Charges
If Nxera or our payment processor erroneously charges you twice for the same billing period, Nxera will refund the duplicate charge once verified.
5.2 Charges After Confirmed Cancellation
If Nxera bills you for a billing period that begins after a properly submitted cancellation request was acknowledged by Nxera with a written cancellation confirmation, Nxera will refund that charge.
5.3 Service Termination by Nxera for Convenience
If Nxera terminates the Services for convenience under Section 6.4 of the Terms, Nxera will refund the pro-rata unused portion of any prepaid period after the effective termination date.
5.4 Confirmed Material Breach by Nxera
If Nxera materially breaches the Terms and fails to cure within thirty (30) days of your written notice under Section 6.3 of the Terms, Nxera will refund the most recent monthly fee for the affected billing period. Subjective dissatisfaction is not a material breach. Disagreement with drafted messages or plan designs is not a material breach. A platform-wide sending pause under Section 9.6 of the Terms is not a material breach. A failure characterized as "material" must directly result in the Services being unusable for their intended purpose for a sustained period.
5.5 Extended Force Majeure
If a force-majeure event under Section 15 of the Terms continues for more than ninety (90) consecutive days and either party terminates the affected Service, Nxera will refund the pro-rata portion of any prepaid fee attributable to the affected period.
5.6 Required by Law
Nxera will issue any refund mandated by applicable law that cannot be waived.
5.7 No Other Circumstances
Apart from the events expressly enumerated above, no other event entitles you to a refund, regardless of how compelling the circumstances may appear.
6. Disputed Charges
6.1 Notification Window
You must notify Nxera in writing of any disputed charge within sixty (60) days of the charge date. After sixty (60) days, the charge is deemed accurate, accepted, and final.
6.2 How to Dispute
Email info@getnxera.com with subject line "Disputed Charge" and include: the charge date, the charge amount, your account email, and a description of the dispute. Nxera will respond within ten (10) business days.
6.3 No Chargebacks Without Prior Resolution
Section 4.7 of the Terms applies in full. Initiating a chargeback or payment-method dispute without first attempting in good faith to resolve the matter directly with Nxera and waiting at least thirty (30) days after Nxera's response is a material breach of the Terms. Consequences include immediate termination, recovery of the disputed amount, a US$50 chargeback-handling fee, recovery of collection costs and attorneys' fees, referral to credit bureaus and collections, and use of the chargeback as evidence in any subsequent dispute. Chargebacks do not entitle you to a refund.
7. Customer Content Export
7.1 During Subscription
You may export your customer list and Member list from the portal at any time, and you may request an export of other Customer Content by written request to info@getnxera.com. Nxera will provide the export within thirty (30) days of request, at no charge.
7.2 Post-Cancellation
Your export is not time-limited: you may export your customer list and Member list from the portal at any time, before or after cancellation, and request an export of other Customer Content in writing at any time. Deletion is on your request, from the portal or in writing, and Nxera completes it within thirty (30) days of the request. Deleted Customer Content cannot be recovered.
7.3 Plan Page and Templates Not Included
Your plan page, its templates, message templates, and the underlying code remain Nxera IP under Section 8 of the Terms and are not part of any export. Your approved plan terms and your Member list are yours and are included.
8. Member Payments on Your Stripe Account
Payments your Members make for your service plans are processed on your own Stripe account. They are not payments to Nxera and are not covered by this Policy. Refunds, disputes, and chargebacks for plan payments are handled by you in your Stripe account under Stripe's terms and your own plan terms. Nxera does not hold Member funds and cannot issue or reverse a Member refund.
9. No Outcome Guarantees
Section 11.2 of the Terms applies in full. Nxera does not guarantee any specific business outcome. No refund will be issued because outcomes did not meet your expectations, including but not limited to expectations regarding repeat bookings, plan enrollments, renewals, reviews, message engagement, customer retention, revenue, or any other commercial metric.
10. Updates
Nxera may update this Refund Policy from time to time. Material changes will be communicated by email at least thirty (30) days before they take effect. Continued use after the effective date constitutes Acceptance. Updates do not retroactively expand refund rights for charges incurred before the update's effective date.
11. Contact
Questions about refunds: info@getnxera.com (subject line: "Refund Question")
Nxera Digital LLC 1201 E Ponce De Leon Blvd Coral Gables, FL 33134
This Refund Policy was last updated on September 5, 2026. Version 5.0.