Refund Policy

1. Overview and Merchant of Record

All payments for Nexling subscriptions and AI credit packs are processed by Paddle.com Market Limited ("Paddle"), a company registered in England and Wales (Company No. 08320163, registered address: Judd House, 18-29 Mora Street, London, EC1V 8BT, United Kingdom). Paddle acts as our Merchant of Record, meaning Paddle is the legal seller for your transaction and is responsible for:

• Collecting and processing your payment
• Issuing VAT/GST receipts and invoices
• Remitting applicable taxes in your jurisdiction
• Processing any eligible refunds to your original payment method

When you purchase a Nexling subscription or credit pack, your contract of sale is with Paddle. Nexling provides you with access to the Service upon receipt of payment confirmation from Paddle.

Paddle's own terms of service and privacy policy govern the payment processing relationship. These are available at paddle.com/legal/terms.

2. Monthly Subscriptions

2.1 General policy. Monthly subscription fees are billed in advance and are non-refundable once the billing period has commenced, except as stated in Sections 5 and 6 of this Policy. This means that if you cancel a paid subscription mid-period, you will not receive a refund for the remaining unused days.

2.2 What happens when you cancel. Upon cancellation:

• Your subscription is marked as cancelling but remains active until the end of the current billing period.
• You retain full access to all paid features until the period ends.
• At period end, your account automatically downgrades to the Free plan.
• Your data and projects are not deleted upon downgrade; only feature access changes.
• You will not be charged again.

2.3 Immediate cancellation. If you require immediate termination of your subscription and access, contact us at hello@nexling.app. We will cancel access immediately but cannot refund any part of the current billing period under the general policy.

2.4 How to cancel. You may cancel your subscription at any time via the Billing page in your account settings → "Manage Subscription" → Paddle's self-service portal.

3. EU / EEA Right of Withdrawal

3.1 Statutory right. Under the EU Consumer Rights Directive (2011/83/EU) and equivalent national legislation, consumers located in the European Union or European Economic Area have a statutory right to withdraw from a distance contract within 14 calendar days of purchase without providing a reason ("cooling-off period").

3.2 Waiver upon commencement of Service. By purchasing a Nexling subscription or AI credit pack and immediately accessing the Service (including logging in, creating a project, using AI credits, or making API calls), you expressly acknowledge and agree that:

• The Service is digital content that is made available to you immediately upon purchase.
• You expressly request that performance of the Service begins immediately.
• You acknowledge that your right of withdrawal is lost once performance has begun.

This waiver is disclosed to you at checkout in accordance with Article 16(m) of the EU Consumer Rights Directive.

3.3 Unchanged right where Service not accessed. If you purchased a subscription and have not accessed, logged in to, or used the Service in any way within 14 days of purchase, your statutory right of withdrawal remains intact. To exercise it, contact us within 14 days of your purchase date at hello@nexling.app with the subject "Withdrawal Request" and your transaction ID.

3.4 Switzerland. Swiss consumers have similar rights under the Swiss Code of Obligations. The same conditions regarding commencement of Service and waiver apply.

3.5 UK consumers. UK consumers have equivalent rights under the Consumer Contracts Regulations 2013. The same waiver conditions apply upon commencement of Service delivery.

4. AI Credit Packs

4.1 Non-refundable. AI credit packs are digital goods that are purchased and allocated to your account immediately upon payment confirmation. Credit packs are non-refundable once purchased, except in the case of a billing error (Section 6) or where EU/UK withdrawal rights apply and the credits have not been used.

4.2 No expiry. Purchased credit packs never expire and remain on your account indefinitely, including after subscription cancellation or downgrade to the Free plan.

4.3 Plan-included credits. AI credits included with your monthly subscription plan are not purchasable and are therefore not subject to refund. These reset at the start of each billing period and do not carry over.

4.4 Partially used packs. No refunds are available for the unused portion of a partially used credit pack.

5. Exceptions and Eligible Refunds

Notwithstanding the general no-refund policy, we will issue refunds in the following circumstances:

5.1 Extended service unavailability. If the Service experiences unplanned downtime or critical malfunction exceeding 72 consecutive hours that materially prevents your use of core paid features, you may request a prorated refund for the affected period. We will assess such requests on a case-by-case basis. Planned maintenance windows and third-party AI engine outages (Anthropic, OpenAI, Google) do not qualify.

5.2 Billing errors. Where a payment was charged incorrectly, in duplicate, at the wrong amount, or after cancellation confirmation, we will issue a full refund of the erroneous amount. See Section 6.

5.3 EU/EEA/UK withdrawal (unused Service). As described in Section 3.3, consumers who have not accessed the Service within 14 days of purchase may exercise their statutory right of withdrawal for a full refund.

5.4 Goodwill refunds. In exceptional circumstances, we may issue a goodwill refund at our sole discretion, particularly for long-standing customers experiencing technical difficulties. These are assessed individually and do not constitute a right or precedent.

6. Billing Errors

If you believe you have been charged incorrectly, you must notify us within 60 days of the incorrect charge appearing on your statement. Disputes raised after 60 days may be denied at our discretion.

Circumstances constituting a billing error include:

• Duplicate charges for the same billing period
• Charges after your subscription was successfully cancelled and you received confirmation
• Charges at a price different from the one shown at checkout or confirmed in your subscription details
• Technical errors resulting in charges for a plan you did not select

To report a billing error, email hello@nexling.app with:

• Your account email address
• The Paddle transaction ID (found in your email receipt)
• The amount charged and the amount you believe should have been charged
• A brief description of the discrepancy

7. How to Request a Refund

Step 1 — Contact us first. Email hello@nexling.app with the subject line "Refund Request" and include:

• Your registered email address
• Your Paddle transaction ID or subscription ID (from your email receipt)
• The reason for your refund request
• The amount you believe you are entitled to

Step 2 — Assessment. We will assess your request against this Policy and respond within 5 business days. We may ask for additional information or evidence.

Step 3 — Processing. If your refund is approved, it will be processed by Paddle to your original payment method. Processing times vary by bank and payment method; see Section 8.

Note: You may also contact Paddle directly via their customer portal or support channels, as Paddle is the Merchant of Record for your transaction. However, we recommend contacting us first so we can resolve the matter promptly.

8. Processing Time

Once a refund is approved and submitted to Paddle, the time for funds to appear in your account depends on your payment method:

• Credit / debit card: 5–10 business days
• PayPal: 3–5 business days
• Bank transfer (SEPA/SWIFT): 5–10 business days
• Other methods: Up to 15 business days

Refunds are issued to the original payment method and in the original currency. We cannot issue refunds to a different card, account, or currency. Exchange rate fluctuations are not our responsibility.

9. Chargebacks and Payment Disputes

9.1 Contact us before initiating a chargeback. We strongly encourage you to contact us at hello@nexling.app before initiating a chargeback or payment dispute with your bank or card issuer. Most billing issues can be resolved quickly and informally.

9.2 Chargeback consequences. If you initiate a chargeback without first contacting us, or if a chargeback is found to be unjustified, we reserve the right to:

• Immediately suspend or terminate your account
• Dispute the chargeback and provide Paddle and/or your card issuer with evidence of the legitimate transaction
• Recover any chargeback fees imposed by payment processors

9.3 Fraudulent chargebacks. Filing a fraudulent chargeback (claiming a refund for legitimate charges) may constitute fraud under applicable law. We reserve the right to pursue appropriate legal remedies.

9.4 Legitimate disputes. We acknowledge that chargebacks are a legitimate consumer protection mechanism. If you believe you have a genuine claim that we have failed to address, we encourage you to contact your card issuer. We will cooperate in good faith with any formal dispute process.

10. Contact

For refund requests, billing questions, or any concerns about this Policy:

Email: hello@nexling.app (subject: "Refund Request")
Website: https://nexling.app

We respond to all refund enquiries within 5 business days. For urgent billing issues, please include "URGENT" in your email subject line.

For EU/EEA consumers, you may also use the European Commission's Online Dispute Resolution platform: ec.europa.eu/consumers/odr.