Refunds at a glanceCopy link to this section
A summary of the sections below. The sections below are the policy.
Pilot (30 days)
- Refund
- Nothing to refund
- What happens
- The pilot is free of charge. Your data export remains available for 60 days.
Monthly subscription
- Refund
- Not refundable once the billing month begins
- What happens
- Cancel auto-renewal before the renewal date. You keep access for the paid month plus a 60-day export window.
Annual, within 14 days
- Refund
- Full refund
- What happens
- Cancel within 14 calendar days of the start of the term. The window starts on the invoice date.
Annual, after 14 days
- Refund
- Not refundable, with exceptions
- What happens
- Exceptions: a service we discontinue, our uncured material breach, and consumer rights that cannot be waived. Those are refunded pro rata.
Who you are buying fromCopy link to this section
Subscriptions to Nexus Ledger are sold and billed by Paddle.com Market Ltd, which acts as the Merchant of Record for the transaction. Paddle is the seller of record: Paddle appears as the merchant on your card statement and issues your invoice or receipt, and Paddle determines, collects and remits any sales tax or VAT due in your country. Hayatiq AI Solutions F.Z.E provides and operates the service itself.
Because Paddle is the seller of record, refunds are processed by Paddle. You can request a refund either by replying to the Paddle receipt emailed to you at purchase, or through the buyer portal linked from that receipt. You can also email us and we will raise the request with Paddle on your behalf. Approved refunds are returned to the original payment method.
Pilot accountsCopy link to this section
The 30-day pilot is free of charge. There is nothing to refund. If you decide not to continue at the end of the pilot, simply do not subscribe — your data export remains available for 60 days.
Monthly subscriptionsCopy link to this section
Monthly subscriptions are non-refundable once the billing month begins. To prevent the next month's charge, cancel auto-renewal before the renewal date from your billing settings or by emailing support@nexusledgerai.com. You retain access for the remainder of the paid month and a 60-day data-export window after that.
Annual subscriptions — 14-day full refundCopy link to this section
Annual subscriptions cancelled within 14 calendar days of the start of the annual term are eligible for a full refund of the amount paid for that term. The 14-day window starts on the invoice date.
After day 14, annual subscriptions are non-refundable for the remainder of the term, with the following exceptions:
- Service discontinued by us: if we terminate the Service or discontinue the tier you are on without offering an equivalent migration, we refund the unused pro-rata portion of pre-paid fees.
- Material breach by us: if we materially breach the Terms and fail to cure within 14 days of notice, you may terminate and receive a pro-rata refund of pre-paid fees for the unused remaining term.
- Mandatory consumer-protection rights: where applicable law (such as UAE consumer-protection rules for distance contracts with individual customers) gives you a non-waivable refund right, that right is honoured.
Add-on modulesCopy link to this section
HR, Procurement, CRM, and other add-on modules follow the same rules as the subscription tier they accompany. Annual add-on fees within the first 14 days are fully refundable; thereafter pro-rata refunds apply only in the exception scenarios above.
Set-up and one-time feesCopy link to this section
Set-up fees, data-import fees, custom-COA mapping fees, and other one-time professional services are refundable only if the corresponding work has not yet started. Once we have begun the work, those fees are non-refundable.
How to request a refundCopy link to this section
- Contact us via the contact form with topic "Support" and include your workspace name, the invoice number, and a brief reason.
- We acknowledge within 2 business days and respond with an eligibility decision within 5 business days.
- Approved refunds are issued to the original payment method within 14 business days, subject to bank/processor delays.
DisputesCopy link to this section
If you disagree with our refund decision, please reply to the same thread with the facts and any documentation. We will escalate to a senior reviewer and respond within 5 additional business days. If the dispute remains unresolved, you may pursue the remedies set out in section 16 of the Terms of Service.