How to cancel
You may submit a saved cancellation request in your account billing controls or cancel at any time by emailing support@nexelya.com or replying to your existing Nexelya service email. Say that you want to cancel. Use your order email where possible. If you contact us from a different address, include your business name and order email so we can identify the purchase. An order reference is helpful if available; a reason is optional.
No phone call or sales meeting is required. Do not include card numbers, passwords or API keys. Cancellation takes effect for billing and refund calculations when we receive the request. A later acknowledgment does not extend the paid period.
We confirm the effective time, service-stop arrangements and refund due. Live communication is stopped during the next scheduled support review window; you may use your agreed account controls or human-takeover process sooner. We do not count time after receipt of your cancellation as used pilot service when calculating the refund.
Pilot refund amounts
The USD $99 pilot covers 14 live days of service. Guided configuration is included with no setup fee. These rules apply to new orders accepting this offer; earlier accepted orders retain their recorded terms.
| When cancellation occurs | Refund |
|---|---|
| Before authorized setup work starts | Full USD $99. Collecting payment alone does not start setup. |
| After authorized setup starts, before activation | Full USD $99. No setup fee is retained. |
| After live activation | The unused portion of the USD $99 live-service allocation, prorated by unused live time. Only the used service portion is retained. |
| Nexelya cannot deliver acceptance-ready setup or misses its written setup deadline for a reason within its control | Full USD $99 if you cancel, unless you choose a written extension instead. |
The post-activation refund equals USD $99 multiplied by the unused fraction of the 14 live days, rounded to the nearest cent. Example: cancellation after exactly seven live days produces a USD $49.50 service refund. Nexelya records the setup-start notice, activation time and outage pauses used in this calculation.
Live days and service interruptions
The clock begins only after setup acceptance and your separate written activation authorization. Ordinary weekends and gaps between agreed review windows count as live time.
A provider-side AI, email or calendar failure that prevents the agreed desk operation pauses the clock from verified onset until operation is restored and tested. We explain the interruption and revised end time. Normal human review performed within the agreed coverage is not an outage.
After 48 consecutive paused hours, you may choose to resume with the remaining live time or cancel under the pilot refund rules above. An outage extension does not increase the usage cap.
How refunds are processed
Refunds are returned to the original payment method where supported. Nexelya absorbs original payment-processing fees; they are not deducted from the refund calculated under this policy.
We aim to submit an eligible refund within two business days after verifying the payment and calculating the amount, and explain any delay. The bank or payment provider controls when the credit appears; submission is not a promise of same-day receipt. Contact support@nexelya.com for a status update.
Duplicate or erroneous charges are corrected after verification. Refund eligibility does not depend on providing a cancellation reason.
Optional monthly service
The USD $249 monthly service begins only after separate express approval of its written billing terms. The pilot does not authorize a recurring charge.
If you choose monthly automatic renewal, you may stop renewal through the email channels above at any time before the next charge. The effective time is when your request is received; there is no extra notice period or cancellation fee. By default, service continues until the end of the paid monthly period.
You may request an earlier service stop. Unused time in the current monthly period is not refunded simply because you choose to stop early. We refund charges for periods after a timely cancellation, and the unused prepaid portion if Nexelya ends service early or cannot deliver the agreed service. Any unused-period refund is prorated over that paid billing period.
Applicable law may provide additional cancellation or refund rights. Nothing in this policy limits those rights.