Effective date: August 1, 2026
This policy explains how Nexus Orb (“we”, “us”, “our”) handles refunds, cancellations, and overpayments for our creative and development services, and for purchases made through our online store when it is active. It applies to all clients and customers of Nexus Orb.
Our default approach for service engagements: where a refund is due, it is issued as account credit toward your future invoices rather than a cash refund. Cash refunds are the exception, not the rule, and only apply in the specific situations below.
1. Full Cash Refund
If no billable work or time has been put into your paid item yet, you’re entitled to a full refund in cash.
Exception: this does not apply to the non-refundable service categories listed in Section 3 below — those are non-refundable even if no work has started.
2. Account Credit (Not Cash)
If work has already started or is partially delivered, we do not issue a cash refund. Instead, the paid-but-undelivered value is converted to account credit, usable against your future invoices. This reflects that once work has genuinely begun — time, creative effort, iteration — value has already been consumed, even if the final deliverable isn’t finished or the project is interrupted partway through.
Retainer or maintenance plans cancelled mid-period follow the same principle: the unused remainder of your paid period is prorated by days remaining (not work completed) and issued as account credit.
3. Non-Refundable Services
The following service categories are non-refundable at any stage — including before any work has started — and are not eligible for account credit either:
- Content writing
- Content creation (video, photography, social media graphics)
- UI/UX design
- Graphic design, including branding & identity design
These categories are billed against upfront payment, and payment itself — not delivery — is what’s non-refundable here.
4. Online Store Purchases
Where our online store is active, the following applies to product purchases made through it:
- Physical goods, if and when offered, may be returned within 7 days of delivery if defective, damaged in transit, or materially different from what was ordered. Contact us before returning an item so we can confirm the process. Items must be unused and in their original packaging unless the return is due to a defect.
- Digital products and downloads are non-refundable once the download link has been accessed or the file delivered, except where the product is defective or materially not as described.
- Approved refunds for store purchases are returned to your original payment method via Razorpay, typically within 7–10 business days of approval.
5. Overpayments
If you accidentally pay more than an invoice’s or order’s balance due (including on a non-refundable-category invoice under Section 3), the excess amount is never simply retained — it will always be returned to you, either as a cash refund or as account credit, at your preference. If the underlying work is already in progress and Section 2 would otherwise apply, the excess becomes account credit and we’ll explain why.
6. Third-Party Costs
Costs we’ve already paid on your behalf to a third party — stock assets, licensed plugins, domain or hosting purchases made for you, and similar pass-through expenses — are non-refundable regardless of project stage, unless we’re able to recover that cost from the third party ourselves.
7. How to Request a Refund or Credit
Email us at [email protected] with your invoice or order number and the reason for your request. We’ll confirm in writing whether it qualifies as a cash refund or account credit, and process it promptly once confirmed.
8. Changes to This Policy
We may update this policy from time to time; the effective date above reflects the last revision. Material changes will be communicated to active clients.
9. Governing Law
This policy is governed by the laws of India. It is provided for general informational purposes and does not constitute legal or tax advice.
10. Contact
Nexus Orb
Shivakripa Building, Mahisbathan, Sector 5, Salt Lake, Kolkata 700102, West Bengal, India
Email: [email protected]
Nexus Orb, Kolkata, India · [email protected]