Refund & Dispute Policy

Free trial. New sellers get one 14-day free trial. No payment is taken during the trial, and nothing is charged if you cancel before the trial ends.

Cancellation. You can cancel at any time from account settings or the Stripe billing portal. Cancellation takes effect at the end of the current billing period — you keep seller access until then, then your account is downgraded. No further charges are made after cancellation.

Refunds of a paid period. Subscription billing is per-period and, by default, the current period is non-refundable once it has started. We refund a paid period when: (a) we materially failed to provide the service (e.g., your account was wrongly suspended with no recourse, or seller features were unavailable for a significant part of the period); (b) you qualify under applicable consumer law (e.g., a statutory cooling-off period where one applies); or (c) a billing error occurred (double charge, wrong plan, charge after cancellation).

Failed payments. If a renewal fails, your subscription is marked past-due and access may be suspended after a grace period. We do not charge you for a failed renewal, and restoring payment reinstates access. If your card was nevertheless charged and the renewal failed on our side, we will refund it.

How to request. Contact billing@nexus-freelancing.com with your account email and the relevant charge. Stripe processes the refund to your original payment method, typically within 5–10 business days.

Chargebacks. If you dispute a subscription charge directly with your bank, we will work with the bank and may suspend the associated account while the dispute is open. Refunds requested through us are not chargeable back — contact us first.

If you buy a Nexus subscription as a consumer habitually resident in the EU or EEA, you have a statutory right to withdraw from the subscription contract within 14 days of the day the contract was concluded, without giving any reason. This statutory right is separate from — and on top of — the 14-day free trial and the goodwill refunds above.

Immediate access. When you subscribe you expressly ask us to start providing the service immediately. If you withdraw within the 14-day period after the service has begun, you pay a proportionate amount for what was provided up to your withdrawal. If the subscription period has been fully performed with your acknowledgement, the right to withdraw for that period is lost.

How to exercise it. Cancel from Settings → Account & Billing, or email billing@nexus-freelancing.com with an unambiguous statement that you withdraw from the contract (your account email and the subscription are enough). We will acknowledge receipt and refund everything due without undue delay and no later than 14 days after we are informed, to your original payment method via Stripe. No withdrawal fee applies.

This section summarises the EU Consumer Rights Directive withdrawal regime; where it conflicts with anything else in this policy, the statutory right prevails. It applies to subscriptions only — marketplace payments between buyers and sellers are covered in the next section.

Nexus does not receive, hold, process, or transfer marketplace payments. Buyer–seller payment is settled directly between the buyer and the seller by the method they agree on. That money never passes through Nexus, and Nexus is not a party to the marketplace contract — so Nexus cannot issue, process, or force a refund of a marketplace payment. Refund rights under a marketplace contract run against the seller, exactly as they would if you had hired them by any other channel. Anyone claiming otherwise is misrepresenting how the platform works.

What Nexus can do is run the dispute process below, which is designed to get you made whole through the seller and, where sellers refuse, through account enforcement.

By transaction type. The remedy you are normally entitled to from the seller depends on what you bought: services (redo or refund for undelivered, incomplete, or not-as-described work — partial remedies for partial performance), digital goods (delivery of what was described or a refund if it is defective or never delivered), physical goods (repair, replacement, or refund for defective, damaged, or not-as-described items; the agreed shipping terms decide who carries transit risk), and custom orders (the agreed scope is the standard; work done to spec is not returnable just because you changed your mind, but unfinished or off-spec work is remediable).

No blanket “no refunds”.A seller's listing may set out its own cancellation and return terms — but consumer-protection law (for example Jamaica's, where the FTC has made clear that defective-goods rights override blanket no-refund statements) can give buyers rights that a listing cannot take away. Nothing in this policy or in any listing removes rights you cannot legally waive.

The flow, end to end:

1. Buyer requests a refund/dispute on the order in the app, with a reason. The order is marked disputed.
2. Seller is notified and may respond. Both parties can share evidence available in the Service (messages, order details, delivery confirmation).
3. Nexus administration reviews the evidence and mediates. Outcomes are recorded on the order: the dispute is resolved in the buyer’s favor, in the seller’s favor, or closed by mutual agreement.
4. Make-whole step. When a dispute is resolved in the buyer’s favor, the seller is required to refund or make the buyer whole directly (return of payment or re-performance). Nexus does not move the money — but the seller’s obligation is a condition of continued access.
5. Enforcement. Sellers who lose disputes and refuse to make the buyer whole may have their standing revoked (suspension), their listings removed, and their reviews adjusted. Repeat offenders are terminated.

Honest limitation: if a seller who owes you a refund simply disappears, Nexus cannot claw the money back out of them. This is the inherent risk of direct settlement, and it is why we push buyers to verify sellers, prefer sellers with in-app history, and open disputes early.

Platform decisions are not final legal judgements.Our mediation decides what happens on the platform (order status, account standing). It does not waive either party's statutory rights, and it never prevents you from pursuing the other party — or us — through the courts or any other lawful channel.