Refund Policy — Nexus AI | Digital Nexus LLC
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Legal · Refunds & Cancellation

Refund Policy.

Nexus AI delivers done-for-you AI builds and ongoing automation. Because work begins immediately and incurs real labor and third-party costs, our refund policy is straightforward and asymmetric in your favor before kickoff — and firm once we begin building.

Last updated: May 22, 2026

01 / OverviewOverview

This Refund Policy is part of, and incorporated into, our Terms & Conditions. It describes when refunds are and are not available for services provided by Digital Nexus LLC, doing business as Nexus AI. By engaging us, you agree to this Policy.

In short

Before kickoff: easy out.

You have 7 calendar days from signing to request a full refund of your setup fee, provided we have not yet begun build work.

In short

After kickoff: non-refundable.

Setup and build fees are non-refundable once we begin onboarding because labor, API credits, and third-party costs have been committed.

02 / Setup & BuildSetup & Build Fees

Our AI builds — including AI Receptionist deployments, chatbot training, SEO and website audits, social automation setup, database reactivation programs, and review manager onboarding — require concentrated upfront work from our team over a typical 2 to 4 week build window. Setup and build fees cover:

  • Discovery, scoping, and project management.
  • Prompt engineering, conversation design, and voice agent training.
  • Telephony provisioning, number porting fees, and SMS sender registration.
  • SEO audits and technical fixes.
  • CRM integration, webhook setup, and QA testing.
  • Allocated API credits with our large language model and voice synthesis vendors.

Setup and build fees are non-refundable once we begin work. "Begin work" includes any of the following events: an onboarding call has been held, access has been requested or accepted, a discovery questionnaire has been issued, a phone number has been provisioned, or any deliverable has been drafted or configured on your behalf.

03 / Rescission7-Day Pre-Kickoff Rescission

Cooling-off window. You may cancel your engagement within 7 calendar days of signing your Order Form and receive a full refund of the setup fee, provided we have not yet begun build work as defined above. After kickoff has begun, this window no longer applies.

04 / MonthlyMonthly Subscription Fees

Once your stack is live, your monthly subscription fee covers ongoing operation, monitoring, AI/voice usage, hosting, optimization, and support. Monthly fees:

  • Are billed in advance for the upcoming month.
  • Are non-refundable and non-prorated for the current billing period after the period has begun.
  • Will continue to bill automatically until you cancel as described in the How to Cancel section.

If you cancel mid-month, your subscription will remain active and operational through the end of the period you have already paid for, and will not renew thereafter.

05 / Pass-ThroughThird-Party & Pass-Through Costs

Some costs are paid by us to third-party vendors on your behalf and are not refundable to you, regardless of where in the engagement they were incurred. Examples include:

  • Telephony, SMS, and voice usage charges.
  • API usage with large language model and voice providers.
  • Domain, hosting, SSL, and email deliverability fees.
  • Paid advertising, listing, or directory fees.
  • Number porting, sender registration (10DLC), and toll-free verification fees.

06 / Non-RefundableItems That Are Never Refundable

  • Audit reports and deliverables already delivered to you.
  • Custom prompt design, voice agent training, and conversation flows already produced.
  • Onboarding time, discovery sessions, and strategy calls that have taken place.
  • Any third-party pass-through costs (see above).
  • Performance shortfalls when there is no contractual performance guarantee in your Order Form.

07 / CancelHow to Cancel

To cancel a monthly subscription, email [email protected] from the email address associated with your account at least 10 days before your next renewal date. Your cancellation will take effect at the end of the then-current billing period. We do not accept cancellations by phone, social DM, or chatbot in order to ensure a clear paper trail.

Upon cancellation, we will (a) cease automated work on your account at the end of the billing period, (b) provide reasonable transition assistance at our standard rates if requested, and (c) export and deliver Client Data on request within 30 days of cancellation.

08 / RequestHow to Request a Refund

Eligible refund requests (for example, a pre-kickoff rescission under Section 03) must be made in writing to [email protected] within the applicable window. Please include:

  • Your business name and the email on the account.
  • The date of your Order Form and amount paid.
  • The reason for the request.

We will review eligible requests within 5 business days. Approved refunds are issued to the original payment method and may take an additional 5 to 10 business days to appear, depending on your bank or card issuer.

09 / ChargebacksChargebacks & Disputes

If you believe you have been billed in error, please contact us first so we can resolve the issue directly. Filing a chargeback without first contacting us is a breach of these Terms. Disputed amounts that are ultimately found in our favor remain due and may be referred to collections, along with reasonable costs and fees we incur. We reserve the right to suspend services for any account subject to an open chargeback.

10 / ChangesChanges to This Policy

We may update this Refund Policy from time to time. The version posted on this page at the time you signed your Order Form governs your engagement, unless we have agreed to revised terms in writing.

11 / ContactContact Us

Digital Nexus LLC d/b/a Nexus AI
Billing: [email protected]
General: [email protected]
Phone: 914-635-0242
Mailing Address: 50 Main Street, STE 1000, White Plains, NY 10606

This Policy is provided as a template tailored to Nexus AI's stated services. It is not legal advice. Please have an attorney review it before publishing, and tailor any time windows or fee structures to match your actual Order Form.