Refund Policy

Version: 1.0 · Effective: March 24, 2026 · Refund Window: 30 Days

1. Refund Overview

GoNexel offers condition-based refunds within a 30-day window from the date of service commencement. This policy is designed to be fair to both parties — protecting your investment while acknowledging the work and resources we commit to each project.

2. Refund Eligibility

You Are Eligible for a Refund If:

• Service Not Started: You request a refund before any work begins, within 30 days of payment. Full refund issued.
• Minimal Work Completed: Less than 10% of the project has been completed, within 30 days. Refund issued minus a 10% completion fee.
• Service Failure: GoNexel demonstrably failed to deliver the promised service or quality fell significantly below agreed standards. Full refund issued upon documented evidence.
• Duplicate Payment: You were accidentally charged twice. Full refund of the duplicate amount, processed immediately.

3. Non-Refundable Items

4. Refund Period

The refund window is 30 calendar days from the date of payment. After this period, no refunds will be issued.

5. Refund Types

• Full Refund: 100% of service fees returned (excludes non-refundable items). Applies when service has not started or GoNexel failed to deliver.
• Partial Refund: Prorated based on work completed. Formula: (100% − % work completed) × service fee. Example: 20% completed = 80% refund.
• Condition-Based: GoNexel reviews the request considering work completed, quality, timeline, and circumstances. Decision within 5 business days; appeal within 7 days.

6. Refund Request Process

1. Submit Request (within 30 days) — Email info@gonexel.com with subject "Refund Request — [Your Name]". Include: invoice number, reason, and supporting documents.
2. GoNexel Review (5 business days) — Our team reviews eligibility, assesses work completed, and may request additional information.
3. Decision (5 business days) — You receive an email notification: approved or denied, with detailed reasoning.
4. Refund Processing (7–10 business days) — If approved, the refund is initiated to your original payment method.
5. Confirmation (10–20 business days) — The refund appears in your account. A confirmation email is sent upon completion.

7. Decisions & Appeals

7.1 Denied Refunds

Refunds may be denied if: the request is outside the 30-day window, the item is non-refundable, or the service has been completed. You will receive a detailed explanation via email.

7.2 Appeal Process

You may appeal a denied refund within 7 days by emailing info@gonexel.com with additional information. A senior team member (not the original decision-maker) will review the appeal and provide a final decision within 5 business days.

8. Special Circumstances

• Service Quality Issues: Full or partial refund based on quality assessment. Evidence required.
• Missed Deadlines: Partial refund or service credit if business impact is demonstrated.
• Scope Changes: Refund for out-of-scope work, or renegotiation of project terms.
• Technical Issues: If GoNexel cannot resolve technical problems within 7 days, a refund is issued.
• Force Majeure: Refunds may be offered if service delivery becomes impossible due to natural disasters, war, or government action.

9. Cancellation & Refunds

• Notice Period: 30 days' written notice required for cancellation
• Ongoing Work: Payment due for all completed work
• Unused Services: Refunded on a prorated basis
• Early Termination Fee: Remaining contract value may be payable (may be waived in special circumstances)

10. Subscription Refunds

• Monthly: Cancel anytime with 30 days' notice. No refund for the current month; future months not charged.
• Annual: Cancel anytime. Prorated refund for unused months: (months remaining ÷ 12) × annual fee.
• Auto-Renewal: Cancel at least 7 days before renewal. No refund for auto-renewed periods.

11. Payment Method Refunds

GoNexel covers all refund processing fees. Bank charges levied by your financial institution are not our responsibility.

12. After Your Refund

• Service Access: Revoked immediately upon refund approval
• Deliverables: Ownership reverts to GoNexel; Client must remove all deliverables from production
• Client Data: Provided to you within 7 business days upon request
• Re-Engagement: You may hire GoNexel again in the future — no penalty for previous refunds; new service agreement required

13. Contact & Support