Refund & Cancellation Policy

1. Our 14 Day Refund Window

You may ask us to consider a refund within 14 calendar days of the relevant transaction.

This applies to eligible one time purchases, initial subscription payments, and renewal payments.

Making a request within 14 days does not automatically guarantee a refund. We look at the circumstances fairly, including how much of the service has already been used or delivered and the reason for the request.

A discretionary refund may be:

This 14 day policy is separate from any statutory refund or withdrawal right you may have under applicable law.

If the law gives you stronger rights, those rights take priority.

2. When We Will Normally Consider a Full Refund

A full discretionary refund will normally be considered when:

1. you make the request within 14 days of the transaction;
2. the purchased service has not been materially used or consumed;
3. no substantial paid benefit has already been delivered; and
4. there is no reasonable evidence of fraud, abuse, or manipulation.

If a full refund is completed, access or entitlement connected with that purchase may end.

3. Partial Refunds

Sometimes a customer has already received part of what they purchased but has not substantially consumed the entire entitlement.

In those circumstances, we may approve a partial refund where a partial refund is technically available and supported by the applicable payment provider or Merchant of Record.

When deciding whether a partial refund is appropriate, we may consider:

1. how much of the purchased service has already been used;
2. how much of the purchased entitlement remains unused; and
3. whether material paid outputs or services have already been provided.

Partial refunds are considered individually and are not guaranteed.

4. When a Discretionary Refund May Be Declined

A discretionary refund may normally be declined when:

1. more than 14 days have passed since the transaction;
2. the purchased service has already been substantially or fully used;
3. the principal value of the purchase has already been delivered;
4. consumable credits, allowances, capacity, or usage have already been consumed;
5. there is reasonable evidence of fraud, repeated refund abuse, manipulated usage, or other misuse; or
6. the request is simply a change of mind after substantial value has already been received.

These rules apply only to discretionary refunds.

5. Subscriptions and Renewals

You may cancel a subscription at any time through the cancellation method available for your account or payment provider.

Unless the terms shown at checkout or applicable law say otherwise:

1. cancellation stops the next renewal;
2. your paid access normally continues until the end of the current billing period;
3. canceling does not normally terminate access immediately; and
4. canceling does not automatically create a refund for the unused portion of the current billing period.

If you want a refund of an initial subscription payment or renewal, you may submit a request under the 14 day policy above.

Any mandatory cancellation or refund rights provided by law remain unaffected.

6. Free Trials and Promotional Offers

There is nothing to refund during a completely free trial because no purchase price has been paid.

If a free trial converts into a paid subscription, the signup or checkout process should tell you when billing begins.

Once a payment has been taken, the rules in this Policy apply to that transaction.

Some jurisdictions may provide additional withdrawal rights when a free trial converts into a paid subscription. Those rights remain fully protected.

Promotional or introductory pricing applies only for the period stated when the offer is accepted.

7. Usage Based Services, Credits, and Other Consumable Entitlements

Some NxtGen services may include credits, allowances, requests, capacity, transactions, sessions, processing, AI usage, API usage, or other measurable units.

A unit is considered consumed once the associated service has been performed or the allocated capacity has been used.

Consumed units are not normally refundable as part of a discretionary refund.

Unused units may be included in an otherwise approved refund where this is technically possible and supported by the applicable payment provider or Merchant of Record.

Mandatory consumer rights are unaffected.

8. Billing Errors, Unauthorized Transactions, and Service Problems

Please contact us promptly if:

1. you were charged more than once for the same transaction;
2. the amount charged is different from the amount you authorized;
3. you were charged after a cancellation should have taken effect;
4. the purchased service was not made available;
5. the service has a material defect that prevents you from receiving the functionality or benefit that was described; or
6. you believe a transaction was unauthorized.

These situations are not treated as ordinary change of mind refund requests.

We will investigate the issue and work with the applicable payment provider or Merchant of Record where necessary to resolve it.

9. Your Consumer Rights

Depending on where you live, consumer protection law may give you additional rights relating to online purchases, digital services, cancellation, withdrawal, refunds, faulty products, or services that are not as described.

Those rights are separate from our discretionary refund policy.

Nothing in this Policy removes or reduces a mandatory legal right.

Where applicable law gives you greater protection than this Policy, the law takes priority.

Some statutory withdrawal rights may change once digital content or a digital service begins. Where the law requires your express consent or acknowledgment before such a right can end, that right will end only after the required legal conditions have been satisfied.

10. Paddle and Other Payment Providers

Payments may be handled by an authorized payment provider or Merchant of Record.

Where Paddle processes your purchase, Paddle acts as the authorized reseller and Merchant of Record for that transaction.

Paddle handles matters associated with the purchase transaction, including payment processing, applicable transaction taxes, refunds, and payment disputes in accordance with its applicable Buyer Terms and Refund Policy.

NxtGen remains responsible for providing the NxtGen service itself.

Where another authorized provider processes a transaction, that provider's applicable transaction terms may also apply.

If mandatory law or the applicable Merchant of Record gives you stronger refund or consumer rights than this Policy, the stronger protection applies.

11. How to Request a Refund

You may request a refund through:

1. the official NxtGen Stack Contact or Support channel; or
2. the support channel provided by the applicable Merchant of Record or payment provider.

Where Paddle processed your purchase, you may also use the refund or subscription management options provided through your Paddle transaction receipt or buyer support service.

Please provide enough information for the transaction to be identified, such as your order reference and the email address associated with your purchase.

We may ask for reasonable additional information if we need it to investigate the request.

12. How Approved Refunds Are Paid

Where a Merchant of Record processed the purchase, that Merchant of Record will normally issue the refund.

Refunds will normally be returned through the original payment method where possible.

Once a refund has been approved and submitted, the time it takes to appear in your account depends on the payment provider, card network, bank, and payment method.

NxtGen Stack cannot control or guarantee bank processing times.

13. What Happens After a Refund

When a full refund is completed, the paid entitlement connected with that purchase may end.

This may include access to paid services, features, capacity, or unused credits associated with the refunded transaction.

If a partial refund is issued, the remaining entitlement may be adjusted to reflect the portion that was refunded.

Receiving a refund does not automatically require us to delete account information or other records that we are legally entitled or required to retain for purposes such as accounting, security, fraud prevention, legal compliance, backup integrity, or dispute resolution.

Personal information remains subject to the NxtGen Stack Privacy Policy.

14. Fraud and Refund Abuse

Most customers use refund processes legitimately, and we want legitimate requests to be handled fairly.

We may nevertheless investigate a request where there is reasonable evidence of:

1. fraud;
2. repeated or systematic refund abuse;
3. manipulated usage;
4. unauthorized account activity;
5. deliberate circumvention of usage limits; or
6. other abusive behavior.

Where permitted by law, discretionary refunds may be declined and access may be restricted where abuse is reasonably established.

Nothing in this section prevents a customer from exercising a genuine statutory right, consumer protection right, or lawful payment dispute right.

15. Chargebacks and Payment Disputes

If something appears wrong with a payment, we encourage you to contact NxtGen Stack or the applicable Merchant of Record first so that we have an opportunity to investigate and resolve it.

You are not required to give up any lawful right to dispute a payment.

Nothing in this Policy prevents you from contacting your bank, card issuer, payment provider, regulator, consumer protection authority, or another body where you are legally entitled to do so.

If a chargeback or payment reversal is initiated, access connected with the disputed transaction may be temporarily suspended while the matter is investigated, where permitted by law.

16. Enterprise and Negotiated Agreements

Some customers may have an Enterprise Agreement, Order Form, reseller agreement, agency agreement, or another individually negotiated commercial contract with NxtGen.

If that agreement contains specific refund or cancellation terms, those terms apply to the matters they expressly address.

This Policy continues to apply to anything the separate agreement does not replace.

Mandatory legal rights remain unaffected.

17. Changes to This Policy

We may update this Policy when necessary because of changes in law, payment arrangements, our services, or the way NxtGen operates.

The Last Updated date at the top shows when the Policy was most recently revised.

Unless applicable law requires otherwise, the version in effect when a transaction took place will normally govern that transaction.

We will not use a later version of this Policy to retroactively reduce rights that already applied to a completed transaction.

18. Contacting Us

If you have a billing problem, cancellation request, refund request, or question about this Policy, please use the official Contact or Support channel published on: