Refund Policy
1. Your statutory rights
Nothing in this policy limits or excludes the rights you have under mandatory consumer law, including your rights if the service is faulty or not provided. Your right of withdrawal for BALANCE and its conditions are described in section 5 of the Terms of Service: where those conditions are not met, or where the law treats the purchase as a service, you may withdraw within 14 days of the payment and receive a refund as described there.
2. No voluntary refunds
NEXA BALANCE is a one-time prepaid purchase. We do not offer voluntary refunds, cancellations or buy-backs of BALANCE — used or unused — because you have changed your mind. All payments are final, except where the law requires otherwise or as described in sections 3 and 4.
3. Payments we could not credit, and charging errors
If a payment was taken but its BALANCE could not be credited to your wallet, or you were charged in error, write to nexabalance1@gmail.com with the Stripe receipt of the purchase. We will credit the BALANCE or refund the payment.
4. Refunds required by law, card disputes and chargebacks
- Refund required by law: the corresponding BALANCE of that purchase is removed — first from that purchase, then from other BALANCE of the same wallet if the purchase was already used. BALANCE never becomes negative.
- Card dispute (chargeback): while a dispute is open, the remaining BALANCE of that purchase is held. If the dispute is decided in your favour, the payment stays with you and the held BALANCE stays removed; if it is decided for the operator, the held BALANCE is given back (until the purchase's 30 days end).
- Concepts already opened with that BALANCE stay open for the current four-concept window.
5. Expiry
Each purchase is valid for exactly 30 days from the moment its payment succeeds. BALANCE of a purchase that is not used within those 30 days expires. Expiry is not extended, unused BALANCE is not carried over to a new purchase, and expired BALANCE is not refunded, unless the law requires otherwise. A new purchase has its own independent 30-day period and does not restore or extend earlier purchases.