Refund Policy

1. Policy scope

This Refund Policy applies to services provided by Nexa Systems Inc., including VPS hosting, dedicated servers, one-click app hosting, database hosting, Git hosting, managed infrastructure, backups, Odoo ERP services, custom software development, migrations, support plans, consulting, and related subscriptions or invoices.

This policy is part of our Terms of Service. If a signed agreement, quote, statement of work, invoice, or service level agreement includes different refund or cancellation terms, that document controls for the relevant service.

2. Cancellation is not the same as a refund

You may cancel recurring services according to the cancellation process for that service. Cancellation prevents future renewals after the current billing period, but it does not automatically create a refund for fees already paid or charges already incurred.

Unless a service description or written agreement says otherwise, service remains available until the end of the paid billing period after cancellation, provided the account remains in good standing and the service is not suspended for abuse, non-payment, security risk, or Terms violations.

3. Refunds or credits that may be available

We may issue a refund or account credit when the situation is fair, documented, and not caused by customer misuse, configuration errors, third-party failures, or Terms violations. Examples include:

• a duplicate charge or clear billing error;
• a charge after confirmed cancellation caused by our billing error;
• a paid service that we could not provision because of a Nexa Systems issue;
• an approved service credit under a written service level agreement;
• a first-time purchase where you request help promptly and the service has minimal usage, at our discretion.

Depending on the situation, we may provide an account credit, invoice adjustment, partial refund, full refund, or another practical remedy.

4. Non-refundable fees and charges

The following are generally non-refundable once ordered, provisioned, submitted, used, or delivered:

• used compute, CPU, memory, storage, bandwidth, IP addresses, snapshots, backups, monitoring, or other metered resources;
• setup fees, onboarding fees, emergency support, migration work, custom development, Odoo work, consulting, audits, training, design, project management, and professional services already delivered or scheduled in a non-cancellable window;
• domain registrations, renewals, transfers, redemption fees, SSL certificates, software licences, commercial themes, plugins, app marketplace fees, and other third-party costs;
• dedicated server, bare metal, hardware reservation, special order, or custom infrastructure fees after procurement or provisioning begins;
• promotional credits, trial credits, goodwill credits, referral credits, coupon balances, or account credits unless required by law;
• services suspended or terminated for fraud, abuse, non-payment, chargebacks, spam, malware, illegal content, security attacks, or Terms violations;
• taxes, bank fees, foreign exchange differences, payment processor fees, or financial institution charges unless required by law or caused by our billing error.

5. Monthly and usage-based services

Monthly subscriptions are billed in advance unless the service is usage-based or an invoice states otherwise. We do not usually refund partial months after a monthly service has been provisioned. Cancel before renewal to avoid the next billing cycle.

Usage-based charges, bandwidth overages, storage growth, paid backups, support usage, and metered resources are billed for actual or allocated use and are not refundable once incurred.

6. Annual, prepaid, and reserved services

Annual, prepaid, reserved, discounted, custom, dedicated, and committed services may have limited or no refund rights because capacity, licences, hardware, engineering time, or vendor costs are reserved in advance.

If we approve an early termination credit for a prepaid service, it will normally be issued as account credit for unused future service after subtracting discounts, consumed usage, non-refundable fees, third-party costs, and any amounts due.

7. Trials, promotions, and free credits

Trial credits, promotional balances, referral credits, goodwill credits, coupons, and discounts have no cash value and are not refundable or transferable unless a written promotion states otherwise.

We may revoke credits, trials, or promotions if we believe they are being abused, duplicated, resold, used for prohibited workloads, or used in violation of our Terms.

8. Outages and service credits

Infrastructure services can experience downtime caused by maintenance, software defects, attacks, upstream providers, customer configuration, internet routing, power events, or other factors. Refunds for downtime are not automatic.

If a written service level agreement applies, eligible downtime remedies are handled as service credits according to that agreement. Unless required by law or agreed in writing, service credits are the sole remedy for availability issues.

Scheduled maintenance, emergency maintenance, customer-caused downtime, third-party outages, DNS propagation, domain issues, software bugs, unsupported configurations, and force majeure events are not normally eligible for refunds.

9. How to request a refund or credit

Send refund or credit requests to support@nexasystems.ca or submit the request through the customer portal or contact form. Include:

• account email and company name;
• invoice number, service ID, domain, or project name;
• the charge you are disputing;
• the reason for the request and any supporting details;
• the cancellation confirmation if the request relates to a cancelled service.

We aim to review complete refund requests within 5 business days. Approved card refunds are returned to the original payment method where possible. Your bank or payment provider may take 5 to 10 business days, or longer, to post the refund.

10. Chargebacks and payment disputes

Please contact us before opening a chargeback. Chargebacks create fraud and service-continuity risk. We may suspend accounts, restrict provisioning, pause support, or terminate services when a payment is reversed, disputed, or reported as unauthorized.

If a chargeback is opened for a valid charge, you remain responsible for the balance, payment processor fees, bank fees, collection costs, and any reinstatement fees permitted by law or stated in an agreement.

11. Changes to this policy

We may update this Refund Policy from time to time. The updated version will be posted on this page with a new "Last updated" date. Continued use of the services after the effective date means you accept the updated policy.