This policy explains when we refund payments made to Nexugen ("Nexugen", "we", "us"). It sits alongside our Terms of Service. Nothing here removes rights you have under the consumer law that applies where you live — if that law gives you a stronger right to a refund, that law wins.

The short version

Subscriptions: refundable within 7 days if you have barely used the AI.
AI credits: refundable while they are unused.
Consumed AI usage is not refundable, because the compute was already paid for.
If we broke something and charged you for it, we refund it. Just ask.

Subscriptions

If you are unhappy with a paid plan, email us within 7 days of the charge and we will refund it, provided you have used only a small part of that period's AI credit allowance (broadly, under 10%). Past that point the compute has been spent on your behalf and we cannot recover it.

Renewals are charged automatically. You can cancel at any time from billing, and cancelling stops the next charge — it does not retroactively refund a period you have already used. You keep access until the end of the period you paid for.

We do not automatically refund a renewal you forgot to cancel, but if it was a genuine mistake and the new period is essentially unused, write to us and we will look at it.

AI credits

Purchased credit packs are refundable in full while the credits are unused. Once credits are spent they are not refundable: each one corresponds to AI compute we have already been billed for by our providers.

Partly used packs are refunded pro rata at our discretion, based on the credits still remaining.

When we refund regardless

We will refund you, without argument, if:

You were charged twice, or charged after cancelling.
A platform fault consumed your credits — a failed build caused by a defect on our side rather than by your project. You should not pay for our bugs.
A paid feature was unavailable for a sustained period and we could not restore it.

What is not refundable

Credits already consumed by builds, edits, chats or other AI work.
Domain registrations. Domains are bought from a registrar on your behalf and are non-refundable the moment they are registered. That is the registrar's rule, not ours, and it cannot be reversed.
Third-party costs you incur through your own connected accounts (your own AI provider keys, your own hosting, app store fees).
Dissatisfaction with AI output alone, where the service worked as described. AI generation is iterative — talk to us before writing it off; we would rather fix the result.
Accounts terminated for breaching the Terms of Service.

Enterprise and custom agreements

Enterprise plans are governed by the order form or agreement signed with us. Where that document differs from this policy, that document applies.

How to request a refund

Email hello@nexugen.app from the address on your account, telling us what you paid for and what went wrong. We aim to respond within 3 business days.

Approved refunds go back to the original payment method. How long the money takes to appear is up to your bank or card issuer — typically 5–10 business days, and sometimes longer for international cards.

Chargebacks

Please contact us before raising a chargeback. A chargeback usually suspends the account while the bank investigates, which is slower and worse for you than us simply issuing the refund.

Changes

We may update this policy. The version that applies to a purchase is the one published when you made it.

Refund Policy