Cancellation & Refund Policy

This policy applies to the Starter, Growth and Premium annual packages and to any other annual engagement, unless the signed Service Agreement provides otherwise. Where it does, the signed Service Agreement prevails.

Each annual engagement is subject to a minimum commitment of twelve (12) months from the service start date, unless a different period is stated in the Commercial Offer or Service Agreement.

The Annual Fee is a commitment for the agreed service scope and for NEXORA's reserved capacity throughout the term. It is not a pay-as-you-go subscription.

The Annual Fee is payable annually in advance, unless an instalment schedule is expressly agreed in writing. Services commence once payment has been received and onboarding has been completed.

All prices are quoted in EUR and are exclusive of VAT. VAT will be applied where legally applicable, depending on the nature of the services, the Client's location and VAT status, and the relevant tax rules. The applicable VAT treatment will be confirmed in the Service Agreement and/or invoice.

The Client may notify NEXORA CONSULTING LTD in writing at any time that it no longer wishes to receive the services.

Cancellation for convenience does not entitle the Client to a refund. NEXORA does not grant discretionary refunds for ordinary Client cancellations.

Where the Annual Fee is payable in instalments, the Client remains responsible for all instalments falling due for the remainder of the minimum commitment or then-current term, subject to applicable law.

There is no automatic proportional refund for the unused part of the package term.

No refund is due solely because the Client:

• changes its mind;
• no longer requires the services;
• decides to use another service provider;
• experiences a decrease in business activity;
• becomes inactive as a company;
• changes its business model;
• restructures its corporate group;
• stops using the services;
• does not use all package benefits;
• does not use all allocated service capacity;
• has a bank account application rejected by a bank;
• has onboarding rejected by an EMI or payment provider;
• is affected by a change in a third-party institution's policies; or
• voluntarily closes its own company.

Unused support, unused service capacity and unused package benefits do not create a right to an automatic or proportional refund.

If the Client closes, liquidates, dissolves, suspends or otherwise ceases its business during the term, the contract is not automatically cancelled and no refund entitlement arises solely for that reason.

The Client must notify NEXORA promptly and remains responsible for all outstanding contractual amounts. NEXORA may suspend or terminate services where legally or operationally necessary. The consequences of insolvency proceedings remain subject to mandatory law.

NEXORA provides assistance and coordination and does not guarantee the outcome of any bank, EMI, payment provider, licensing or regulatory application. A rejection, suspension or closure by a third-party institution does not give rise to a refund for services properly performed or reserved under the annual package.

On any cancellation or termination, the Client remains responsible for all outstanding fees, including amounts due for the minimum commitment or then-current term, overdue invoices, interest and reasonable recovery costs where legally permitted.

Payments for Additional Services are governed by the accepted quotation. Advance payments and deposits for Additional Services are non-refundable to the extent that the related work has been performed or the related costs have been committed.

Third-Party Costs — such as government and statutory fees, bank and payment provider application fees, notarial, translation and courier costs and external professional fees — are non-refundable once incurred or committed with the Client's authorisation, regardless of the outcome of the related application or process.

Where the engagement is suspended or terminated because of the Client's non-payment, breach, misconduct, unlawful activity, provision of false information or refusal to complete KYC or AML requirements, no refund is due and all amounts payable for the then-current term become due, subject to applicable law.

Client cancellation must be distinguished from NEXORA's own inability or failure to perform.

If NEXORA materially fails to perform its contractual obligations and does not remedy the failure within thirty (30) days of receiving detailed written notice (or such other cure period as is agreed in the Service Agreement), the Client may terminate the engagement by written notice.

In that case, NEXORA shall refund the portion of the prepaid Annual Fee relating to services not yet performed for the remaining period of the term after termination, less the value of services already performed, accepted Additional Services and authorised Third-Party Costs.

If NEXORA ceases business or becomes unable to provide the services because of its own insolvency, and the services are not continued by NEXORA or by a successor approved by the Client, the Client is entitled to a refund of the prepaid portion of the Annual Fee for the period in which services will not be provided, subject to the mandatory rules of any applicable insolvency proceedings.

If the engagement must be terminated or suspended because of a legal, regulatory or sanctions requirement that does not arise from the Client's own activities, ownership, conduct or breach, NEXORA shall refund the prepaid portion of the Annual Fee for the period in which services cannot lawfully be provided, less the value of services performed and authorised Third-Party Costs. Where the requirement arises from the Client's own circumstances, no refund is due.

Nothing in this policy excludes or limits any right or remedy that cannot lawfully be excluded or limited, including any mandatory consumer rights where applicable. Where mandatory law requires a refund or a different outcome, mandatory law prevails.

Cancellation notices and refund requests must be made in writing to NEXORA CONSULTING LTD, using the notice details in the Service Agreement or, where none are stated, by email to info@nexorapays.com. Notices should identify the Client, the engagement and the reason for the notice.