You may also reply to your existing Nexelya service email. For cancellation, prepare a cancellation email.
Open account support · Billing and cancellation controls
What to include
Describe the question or issue and the business or order it concerns. For a service issue, include when it happened and a short example without unnecessary personal information. For cancellation, simply say you want to cancel; a reason is optional.
Do not send card numbers, passwords, alarm codes or sensitive customer details by email. We will arrange an appropriate access method if troubleshooting requires it.
You can also submit and check support requests in your account.
Support review windows
We review support requests Monday through Friday at 9:30 a.m. and 3:30 p.m. Pacific time, excluding U.S. federal holidays. We aim to acknowledge requests at the next scheduled review window. Different coverage must be agreed in writing before activation.
This is an acknowledgment target, not a guaranteed resolution time. Support is not available around the clock or for emergencies. A cancellation takes effect for billing and refund calculations when we receive it, even outside these hours.
What support covers
- Questions about the agreed pilot or monthly service, billing, cancellations and refunds.
- Help with your LeadLuna setup, inbox and calendar.
- Updates to your approved answers, service area and contact details.
- Help with errors, interruptions or incorrect responses.
- Handing outstanding work back to your team when service pauses or ends.
Additional locations or channels, custom development and other new scope require a separate written agreement. Nexelya does not add paid services or overages without approval.
If something needs attention
Tell us promptly if a response seems unsafe or incorrect. We may pause affected replies while we investigate and hand inquiries to your designated person. Your order identifies a primary contact and a backup way to reach you.
A person approves outgoing messages during the initial pilot, and Nexelya reviews each pilot conversation. Your team handles pricing, availability, quotes, walkthroughs and cleaning services.
If an interruption stops the service, see the interruption and refund rules. Existing bookings remain your responsibility when service ends.
Cancellation and refund help
Email a cancellation request or reply to an existing Nexelya service email. No phone call or sales meeting is required. We confirm the effective time, stop arrangements and any refund due.
The cancellation and refund policy explains the USD $99 pilot allocation, unused live-time refunds and optional monthly cancellation. The service terms explain the purchase and separate continuation approval.