Refund Policy
↩️ We stand behind our work. This policy outlines when and how refunds or credits may be issued for NxtVision services and products.
1. General Principles
NxtVision is committed to delivering high-quality IT services and software. In cases where we are unable to meet agreed deliverables or service levels due to our own fault, we offer appropriate remedies — including rework, service credits, or partial refunds — as described in this policy.
2. Custom Development Projects
Refund eligibility for custom development projects is based on the stage of project completion at the time of cancellation:
| Stage at Cancellation | Refund on Advance |
|---|---|
| Before project kickoff (no work started) | 100% — full refund within 7 business days |
| Within first 7 days of work | 75% of advance refunded |
| After 7 days, before 30% completion | 50% of advance refunded |
| After 30% completion | No refund on advance; work billed pro-rata |
3. Milestone Payments
Payments made against completed and client-approved milestones are non-refundable. If a delivered milestone does not meet the agreed specifications documented in the SOW, NxtVision will revise the deliverable at no additional cost within the 30-day warranty period.
4. Monthly Retainer Services
Monthly retainer fees are non-refundable once a billing cycle has commenced. To discontinue retainer services, clients must provide 30 days written notice. No partial-month refunds are issued. Any unused retainer hours do not carry forward.
5. Product Licences
| Product | Refund Condition |
|---|---|
| Annual licence (any product) | Full refund within 14 days if product has not been activated |
| Annual licence (post-activation) | Pro-rated refund at NxtVision's discretion for platform-attributable failures |
| Monthly subscription | Non-refundable; service runs until end of billing period |
| WA Services credits | Unused credits refundable within 60 days of purchase if no messages sent |
6. SEO & Digital Marketing Services
SEO and digital marketing engagements are effort-based services. As results depend on many external factors (search engine algorithms, market conditions, competition), we do not offer refunds based on ranking or traffic outcomes. Refunds are only applicable if NxtVision fails to deliver the contracted deliverables (reports, content, campaigns) within the agreed timeline.
7. Non-Refundable Items
- Domain registration and third-party hosting fees paid on behalf of clients
- Third-party software licences, API fees, or cloud service costs procured for the project
- Consulting, discovery, strategy, or scoping sessions that have been conducted
- Any deliverable that has been formally accepted and signed off by the client
- Rush fees or expedited delivery charges
8. Requesting a Refund
To request a refund, please email info@nxtvision.com with:
- Your full name and company name
- Project or invoice reference number
- Reason for the refund request and supporting details
We will acknowledge your request within 3 business days and provide a resolution within 10 business days.
9. Refund Processing
Approved refunds are processed within 10–15 business days via the original payment method. For bank transfers, please allow an additional 3–5 business days for funds to appear in your account. NxtVision does not charge any processing fee on approved refunds.
10. Dispute Resolution
If you are dissatisfied with the outcome of a refund request, you may escalate the matter to our senior management at info@nxtvision.com with the subject line "Refund Escalation". All escalations will be reviewed within 5 business days. Unresolved disputes are subject to arbitration as outlined in our Terms & Conditions.
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