Our Commitment

We want every client to feel confident before spending a dollar with NexXaBase. That's why we offer a free 30-minute strategy call before any payment, a blueprint approval step before any build, and clear milestones so you always know what you're getting. This policy exists to be transparent — not to create friction.

Setup Fees

Before build work begins

If you pay the setup fee and decide not to proceed before we begin active build work (typically defined as: before the blueprint is delivered to you, usually within 48 hours of payment), we will issue a full refund with no questions asked.

After build work begins

Once build work has commenced — meaning a blueprint has been delivered and/or workflow construction has started — the setup fee becomes non-refundable. The fee covers the labor of design, integration, and testing, which cannot be undone once the team's hours are spent.

If we fail to deliver as scoped

If we deploy a system that demonstrably does not meet the specifications agreed in the signed SOW, we will fix it at no additional charge. If the issue cannot be resolved within 14 business days of the reported failure, you are entitled to a partial or full refund of the setup fee at our discretion, determined by the percentage of deliverables successfully completed.

Monthly Retainer

Cancellation

You may cancel your monthly retainer at any time with 30 days written notice sent to hello@nexxabase.com. Your current month's retainer will not be prorated or refunded. Service continues through the end of the paid period.

Refund for unused months

If you prepay multiple months and cancel before those months are used, unused prepaid months will be refunded in full within 14 business days of the cancellation request.

If we fail to deliver retainer services

Enterprise clients on SLA-backed retainers who experience unresolved critical failures (defined in the SLA) are entitled to a prorated credit for affected days, up to 50% of the monthly retainer for that billing period.

Enterprise Agreements

Enterprise clients on custom 3-month minimum agreements should refer to the specific terms in their signed SOW. Where the SOW is silent, this policy applies. Early termination of a minimum-term Enterprise agreement is subject to a 50% payout of the remaining committed months.

How to Request a Refund

To initiate a refund request:

1. Email hello@nexxabase.com with the subject line: "Refund Request — [Your Company Name]"
2. Include your invoice number(s), the reason for the request, and any supporting context.
3. We will acknowledge your request within 2 business days.
4. Approved refunds are processed via the original payment method within 14 business days.

Chargebacks

We ask that you contact us before initiating a chargeback with your card issuer. In almost every case, we can resolve the issue faster and more cleanly directly. Frivolous chargebacks on services clearly delivered as scoped may result in account suspension and referral to collections for the disputed amount.