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"). 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 is free for your business. We charge for two things only: the Plan Payment Fee, 2.5% plus US$1 of each payment your Members make for your plans, which Stripe takes from the payment on your own Stripe account; and Texts, if you buy them, at US$12.99 a month plus texts over 300 and the carriers' fees. When you refund a Member's payment, we give back our fee on the refunded part, in the same proportion. You can stop Texts at any time on the Texts page of your portal; they stop at the end of the month you have already paid for. Texts' monthly fees are non-refundable once charged, and carrier fees are not refundable. 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.
1. What Nxera Charges
1.1 The Services Are Free
Your account, your customers, follow-ups by email, review requests, quotes, messages, your page, your plans, and the free competitive scan cost nothing. There is no monthly fee for the Services, no setup fee, and no onboarding fee.
1.2 The Plan Payment Fee
When a Member pays for one of your plans, Stripe takes the Plan Payment Fee for Nxera from the payment, on your own Stripe account, as Section 4.11 of the Terms describes. A discounted payment carries a smaller fee. Stripe's own card fees are separate and are charged by Stripe.
1.3 Texts
Texts are a paid add-on bought on the Site, as Section 24.9 of the Terms describes: US$12.99 a month for your own number and three hundred (300) texts sent or received, US$0.03 for each text over three hundred (300), billed with your next monthly charge, and the carriers' fees at cost (US$19.50 once, or US$15 for a returning business whose registration Nxera still holds, then US$1.50 a month with an EIN or US$2 a month for a sole proprietor). Billing begins on the day you buy Texts. The Nxera app sells nothing.
1.4 Stop Texts at Any Time
You may stop Texts at any time with Stop texts on the Texts page of your portal, or by emailing info@getnxera.com from the email address on file with subject line "Stop Texts," subject to Section 3.3 of the Terms. A request in the portal is recorded at once. A request by email is not automatic: a person at Nxera handles it and confirms it to you in writing. Stopping takes effect at the end of the billing period in which Nxera receives the request. Texts keep working through that date and no further monthly fees are charged after it. That last month's texts over three hundred (300) are billed on their own invoice when it ends.
1.5 No Money-Back Window
Nxera does not offer a money-back window, a trial period, or a satisfaction guarantee for Texts. The first monthly fee is treated the same as every later monthly fee: it is earned when charged.
1.6 No Minimum Term
Neither your account nor Texts carry a minimum term. You owe only the Texts fees for billing periods that have begun and the texts already sent and received.
1.7 Data After the Services End
Your customer list and your Members, with Member messages, photos, and attachments, are deleted thirty (30) days after the Services end for you. A weekly job does the deletion, so it is complete within thirty-seven (37) days of the end date. Export them before then (Section 7.2); after the deletion they cannot be recovered or restored.
2. Texts Fees Are Non-Refundable
2.1 General Rule
All Texts fees are non-refundable once charged, including: (a) Monthly fees; (b) Charges for texts over three hundred (300); (c) Carrier fees, which the carriers charge Nxera and Nxera passes on at cost; (d) Pro-rated portions of any of these.
2.2 No Pro-Rata When You Stop Mid-Month
If you stop Texts in accordance with the Terms, Texts continue 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 sent fewer texts than expected, your registration took longer than expected, you did not log visits, did not approve messages, did not connect your Stripe account, did not enroll any Members, did not benefit commercially, did not feel Texts 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. The Plan Payment Fee and Refunds
3.1 Your Refund to a Member Returns Our Fee
When you refund all or part of a Member's payment in your Stripe account, Nxera gives back its Plan Payment Fee on the refunded part, in the same proportion. A full refund returns the whole fee. You do not need to ask.
3.2 Closing Your Account
When you close your account, Nxera removes the Plan Payment Fee from your Members' live subscriptions before it lets your Stripe account go, so later payments carry no Nxera fee.
3.3 A Disconnect Made in Stripe
If you disconnect your Stripe account from Nxera in Stripe instead of closing your account, Stripe may keep taking the fee on existing subscriptions. Nxera pays back to you what it receives that way.
3.4 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.
3.5 Changes Included
Changes to your plans, your plan page copy, and your message settings cost nothing. Nxera classifies and schedules change requests in good faith. Because changes are not billed, no change-related refunds arise.
4. What Stopping Does Not Do
Stopping Texts stops future monthly 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 (your account is non-transferable per Section 20.3 of the Terms);
- Discovery that Texts are not as profitable as you hoped;
- Belief that you can text your customers more cheaply elsewhere.
5. Limited Refund-Qualifying Events
Apart from the return of the Plan Payment Fee in Section 3, 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 Texts billing period, Nxera will refund the duplicate charge once verified.
5.2 Charges After a Confirmed Stop
If Nxera bills you a Texts monthly fee for a billing period that begins after a properly submitted request to stop Texts was acknowledged by Nxera in writing, 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 Texts 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 Texts 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 Texts 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 While You Have an Account
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 After the Services End
Your export is time-limited. Your customer list and your Members, with Member messages, photos, and attachments, are deleted thirty (30) days after the Services end for you, and within thirty-seven (37) days at the latest. Export before then: "Download everything" in Settings, then Your data, emails you a link to a file of your customers, members, plans, messages, decisions, consent records, and activity log (the link works once, within 24 hours), and photos, documents, and your logo are sent on written request to info@getnxera.com. You may also delete your data yourself at any time while you are a client: "Delete everything" runs seven (7) days after you ask, and you can cancel it during those days. A written deletion request is completed within thirty (30) days. Deleted Customer Content cannot be recovered.
7.3 What Is Kept After Deletion
After any deletion, Nxera keeps only: payment and tax records; its record of each email sent (the subject and date, without the message, with the address replaced by a keyed hash); the entries on its bounce, complaint, and unsubscribe lists, with the address or number replaced by a keyed hash, so nobody is mailed or texted by mistake, kept for as long as Nxera operates; consent and opt-out records with the address or number replaced by a keyed hash and the IP address and browser details removed, kept until four (4) years after the deletion; and anything the law requires Nxera to keep.
7.4 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; only the Plan Payment Fee that Stripe takes from them is Nxera's, and Section 3 covers its return. Refunds, disputes, and chargebacks for plan payments are handled by you in your Stripe account under Stripe's terms and your own plan terms. When you refund a Member, Nxera's fee on the refunded part comes back to you under Section 3.1. 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. Each update is posted at getnxera.com with a new version number and effective date, and Nxera emails active clients about material changes 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 390 NE 191st St STE 59620 Miami, FL 33179
This Refund Policy was last updated on October 20, 2026. Version 7.0.