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Refund Policy - NexusCloud Studios
Refund Policy
Effective Date: January 1, 2025
Last Updated: January 1, 2025
1. Introduction
At NexusCloud Studios ("Company," "we," "us," or "our"), we are committed to customer satisfaction and delivering high-quality cloud services, mobile development, game development, and digital transformation solutions. This Refund Policy explains our policies regarding refunds, cancellations, and related matters for services purchased from NexusCloud Studios.
This policy applies to all services and products offered by NexusCloud Studios and should be read in conjunction with our Terms and Conditions and Privacy Policy. By purchasing our services, you acknowledge and agree to this Refund Policy.
2. Company Information
Company Name: NexusCloud Studios
Address: Ulrich-Schneider-Allee 5a, 02004 Döbeln, Germany
Registration Number: 96677927
Email: info@cloudnexusstudios.de
Phone: +49339609761698
3. General Refund Principles
3.1 Service-Based Business Model
As a professional services company specializing in custom technology solutions, our refund policy differs from standard product-based businesses. Our services are typically customized to client specifications and involve significant time, resources, and expertise investment.
3.2 Quality Commitment
We are committed to delivering services that meet agreed-upon specifications and quality standards. If you are dissatisfied with our services, we encourage you to contact us immediately so we can address your concerns and work toward a satisfactory resolution.
3.3 Good Faith Principle
Both parties agree to act in good faith when addressing refund requests, considering the nature of services provided, work completed, and any legitimate concerns about service quality or delivery.
4. Service-Specific Refund Policies
4.1 Cloud Services (Infrastructure and Hosting)
4.1.1 Monthly Subscriptions
- Trial Period: New customers may receive a trial period (typically 7-14 days) with potential full or partial refund if service is cancelled during this period
- Pro-rata Refunds: For monthly subscriptions cancelled mid-cycle, we may offer pro-rated refunds for unused service time at our discretion
- Service Failures: If we fail to meet service level commitments documented in your Service Level Agreement (SLA), you may be eligible for service credits or partial refunds as specified in the SLA
- Downtime Credits: Significant unscheduled downtime exceeding SLA commitments may result in account credits equivalent to the proportional downtime
4.1.2 Annual Subscriptions and Prepaid Services
- Cancellation Window: Annual subscriptions may be cancelled within 30 days of initial purchase for a full refund minus any usage charges and a processing fee (typically 5-10%)
- Early Termination: After the 30-day window, annual subscriptions generally cannot be refunded, but may be converted to monthly billing at our discretion
- Unused Credits: Prepaid service credits are generally non-refundable but remain available for use during your account's active period
4.1.3 Usage-Based Services
- Services billed based on actual usage (compute hours, storage, bandwidth) are non-refundable as resources have been consumed
- Billing disputes related to usage calculations will be investigated and corrected if errors are found
4.2 Custom Development Services (Mobile and Game Development)
4.2.1 Project-Based Services
- Deposits and Advance Payments: Initial deposits (typically 30-50% of project cost) are non-refundable once work has commenced, as they secure resources and cover initial project setup
- Milestone Payments: Payments made upon milestone completion are non-refundable once the milestone has been approved and accepted by the client
- Work-in-Progress: If a project is terminated before completion, refunds will be calculated based on:
- Total amount paid
- Percentage of work completed
- Deliverables provided and accepted
- Resources allocated and time invested
- Scope Changes: Additional charges resulting from scope changes or client-requested modifications are non-refundable
4.2.2 Quality Issues
- If deliverables do not meet agreed specifications, we will first attempt to rectify issues at no additional cost
- If issues cannot be resolved after reasonable attempts, partial refunds may be considered based on the severity and impact of deficiencies
- Refund eligibility depends on whether issues result from our failure to meet specifications or from changing client requirements
4.2.3 Timeline Extensions
- Project delays caused solely by our team may result in credits, discounts, or partial refunds as determined on a case-by-case basis
- Delays caused by client actions (late feedback, scope changes, unavailable stakeholders) do not qualify for refunds
4.3 Consulting and Advisory Services
4.3.1 Hourly and Time-Based Services
- Services billed hourly or on a time-and-materials basis are non-refundable once the time has been invested
- Disputed hours will be reviewed against time tracking records and supporting documentation
- If billing errors are identified, credits or refunds will be issued for the incorrect amount
4.3.2 Retainer Agreements
- Monthly retainers may be cancelled with 30 days' written notice
- Unused retainer hours typically do not roll over unless specified in your agreement
- Prepaid retainer fees are generally non-refundable but will be applied to services through the notice period
4.4 Training and Educational Services
- Cancellation Before Service: Full refund if cancelled more than 7 business days before scheduled training
- Late Cancellation: 50% refund if cancelled 3-7 business days before training
- Very Late Cancellation: No refund if cancelled less than 3 business days before training
- No-Show: Full charges apply for no-shows without prior notice
- Quality Issues: If training does not meet agreed standards, we will offer complimentary re-training or partial refund
4.5 Support and Maintenance Contracts
- Annual support contracts may be cancelled within 30 days of initial purchase for a full refund
- After 30 days, support contracts are non-refundable but may be terminated with 30-60 days' notice
- Support incidents used from prepaid support packages are non-refundable
- Unused support incidents may be eligible for credit toward future services at our discretion
5. Refund Request Process
5.1 How to Request a Refund
To request a refund, please follow these steps:
- Contact Us Promptly: Submit your refund request as soon as possible after the issue arises
- Provide Detailed Information: Include:
- Your full name and contact information
- Account or invoice number
- Service or product details
- Reason for refund request
- Supporting documentation (if applicable)
- Submit Through Official Channels:
- Email: info@cloudnexusstudios.de
- Phone: +49339609761698
- Written mail: Ulrich-Schneider-Allee 5a, 02004 Döbeln, Germany
- Support portal: Through your account dashboard
5.2 Review and Response Timeline
- Acknowledgment: We will acknowledge receipt of your refund request within 2 business days
- Investigation: We will review your request and may contact you for additional information
- Decision: You will receive a decision on your refund request within 10 business days for standard cases
- Complex Cases: More complex situations may require up to 30 business days for thorough review
5.3 Processing Approved Refunds
- Refund Method: Refunds will be issued using the original payment method whenever possible
- Processing Time: Approved refunds will be processed within 5-10 business days
- Bank/Card Processing: Additional 5-10 business days may be required for refunds to appear in your account (depending on your financial institution)
- Wire Transfer Fees: For international refunds, wire transfer fees may be deducted from the refund amount
6. Non-Refundable Items and Situations
6.1 Non-Refundable Services and Fees
The following are generally non-refundable:
- Third-party licenses, software, or services purchased on your behalf
- Domain name registrations and renewals
- SSL certificates and security products
- Custom design work that has been delivered and approved
- Marketing and advertising services that have been executed
- Data migration and import services already performed
- Setup fees and onboarding charges
- Services consumed or partially consumed
- Downloadable resources and digital deliverables once accessed
6.2 Situations Not Eligible for Refunds
Refunds will not be provided in the following circumstances:
- Change of mind or buyer's remorse after services have commenced
- Failure to use services or access account
- Lack of technical knowledge or inability to use services (when adequate documentation and support are provided)
- Client-caused delays or failure to provide necessary information/materials
- Disagreement with new features, updates, or changes to services (when changes are necessary for security, compliance, or service improvement)
- Violation of our Terms and Conditions resulting in service termination
- Fraudulent or abusive behavior
- Services terminated for non-payment
- Force majeure events beyond our reasonable control
7. EU Consumer Rights (Distance Selling Regulations)
7.1 Right of Withdrawal
For consumers in the European Union purchasing services online (distance contracts), you have the right to cancel your order within 14 days without giving any reason, subject to certain exceptions.
7.2 How to Exercise Withdrawal Right
To exercise the right of withdrawal, you must inform us of your decision by:
- Sending a clear statement to info@cloudnexusstudios.de
- Using the withdrawal form (available upon request)
- Any other unequivocal statement
7.3 Exceptions to Withdrawal Right
The right of withdrawal does not apply to:
- Services fully performed before the end of the withdrawal period, where performance began with your prior express consent and acknowledgment that you will lose your withdrawal right once we have fully performed
- Custom-made products or services tailored to your specifications
- Digital content delivered electronically once delivery has begun with your prior consent
- Services where pricing depends on financial market fluctuations
7.4 Effects of Withdrawal
If you withdraw from the contract, we will reimburse all payments received from you, including delivery costs (except supplementary costs resulting from your choice of delivery method other than standard delivery), without undue delay and in any event not later than 14 days from the day we receive notice of your withdrawal.
If service provision has already begun at your request during the withdrawal period, you shall pay us an amount proportionate to services already provided.
8. Chargebacks and Payment Disputes
8.1 Contact Us First
We strongly encourage you to contact us directly before initiating a chargeback or payment dispute with your bank or credit card company. Most issues can be resolved quickly through direct communication.
8.2 Chargeback Consequences
If you initiate a chargeback:
- We will immediately suspend all services pending resolution
- We will provide documentation to your financial institution defending the charge
- You may be responsible for chargeback fees and administrative costs
- Fraudulent chargebacks may result in permanent account termination and legal action
- Valid concerns raised through chargebacks will still be addressed fairly
8.3 Disputed Charges
For billing disputes:
- Contact us within 30 days of the charge appearing on your statement
- Provide detailed information about the disputed amount
- We will investigate and respond within 10 business days
- Confirmed errors will be corrected promptly
9. Service Credits and Alternative Remedies
9.1 Service Credits
In some situations, instead of monetary refunds, we may offer:
- Account credits applicable to future services
- Extended service periods at no additional cost
- Complimentary upgrades or additional features
- Free support hours or consulting time
9.2 Service Credit Terms
- Service credits are non-transferable and non-refundable
- Credits typically expire 12 months from issuance unless otherwise specified
- Credits cannot be exchanged for cash
- Credits are forfeited upon account closure or termination for cause
9.3 Performance Guarantees
For services with specific performance guarantees or SLAs:
- Failures to meet guarantees result in credits as specified in your SLA
- Credits are typically your sole remedy for SLA breaches
- Credit requests must be submitted within 30 days of the incident
- Credits are subject to verification and limitation of liability provisions
10. Satisfaction Guarantee
10.1 Our Commitment
While we cannot guarantee refunds in all situations due to the nature of our services, we are committed to:
- Delivering high-quality services that meet agreed specifications
- Maintaining open communication throughout service delivery
- Addressing concerns promptly and professionally
- Working collaboratively to resolve issues before they escalate
- Acting in good faith to find mutually acceptable solutions
10.2 Problem Resolution Process
If you're unsatisfied with our services:
- Immediate Contact: Notify us as soon as concerns arise
- Issue Assessment: We'll work with you to understand and define the problem
- Correction Attempts: We'll make reasonable efforts to correct issues at no additional cost
- Alternative Solutions: If correction isn't feasible, we'll explore alternative remedies
- Fair Resolution: We'll work toward a resolution that acknowledges work performed while addressing legitimate concerns
11. Special Circumstances
11.1 Medical or Personal Emergencies
In cases of serious illness, injury, or family emergency that prevent you from utilizing services, we will work with you to:
- Pause services temporarily
- Extend service periods
- Consider partial refunds or credits on a case-by-case basis
Documentation may be required for consideration.
11.2 Business Closure or Bankruptcy
If your business closes or enters bankruptcy proceedings:
- Services will continue through prepaid periods
- Refunds for unused prepaid services will be considered based on circumstances
- Outstanding balances remain due unless discharged through bankruptcy proceedings
11.3 Service Discontinuation
If we discontinue a service you've purchased:
- We will provide at least 90 days' advance notice
- We will offer migration assistance to alternative services when possible
- Pro-rated refunds will be provided for prepaid services that cannot be fulfilled
- Reasonable assistance will be provided for data export and transition
12. Modifications to This Policy
12.1 Policy Updates
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. We will notify you of material changes through:
- Email notification to registered users
- Prominent notice on our website
- Notification in your account dashboard
12.2 Applicable Version
The version of the Refund Policy in effect at the time of your purchase governs that specific transaction unless otherwise required by law.
12.3 Policy Review
We encourage you to review this policy periodically to stay informed of our refund practices.
13. Contact Information for Refund Requests
13.1 Primary Contact Methods
For refund requests, questions, or concerns about this policy:
Email: info@cloudnexusstudios.de
Phone: +49339609761698
Address: NexusCloud Studios
Ulrich-Schneider-Allee 5a
02004 Döbeln, Germany
13.2 Business Hours
Our customer service team is available:
- Monday - Friday: 9:00 AM - 6:00 PM (CET)
- Saturday: 10:00 AM - 2:00 PM (CET)
- Sunday: Closed
13.3 Response Times
- Email inquiries: Within 24 hours on business days
- Phone calls: Immediate assistance during business hours
- Written correspondence: Within 5 business days
- Refund decisions: Within 10 business days for standard cases
14. Legal Disclaimer
14.1 Policy Interpretation
This Refund Policy should be read in conjunction with our Terms and Conditions and Privacy Policy. In case of conflict, specific provisions in individual Service Agreements take precedence over this general policy.
14.2 Legal Rights
Nothing in this Refund Policy affects your statutory rights under applicable consumer protection laws. This policy does not exclude or limit any liability that cannot be excluded or limited under applicable law.
14.3 Governing Law
This Refund Policy is governed by the laws of Germany. Any disputes arising from refund matters will be subject to the dispute resolution provisions in our Terms and Conditions.
14.4 Severability
If any provision of this Refund Policy is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
15. Fair Treatment Commitment
15.1 Our Philosophy
At NexusCloud Studios, we believe in:
- Treating all clients fairly and respectfully
- Transparent communication about costs and deliverables
- Delivering value that justifies your investment
- Resolving issues promptly and professionally
- Building long-term relationships based on trust
15.2 Mutual Respect
We ask that you:
- Communicate concerns promptly and clearly
- Provide opportunity for us to address issues
- Act in good faith during dispute resolution
- Recognize the value of work performed
- Respect the expertise and effort of our team
15.3 Win-Win Solutions
Our goal is always to find solutions that acknowledge both the value we've provided and any legitimate concerns you may have. We believe most disagreements can be resolved through open communication and mutual understanding.
16. Frequently Asked Questions
Q1: What if I'm not satisfied with the quality of work?
Contact us immediately. We'll first attempt to correct any quality issues. If problems persist and cannot be reasonably resolved, we'll discuss appropriate remedies based on the specific situation.
Q2: Can I get a refund if the project takes longer than expected?
Project delays don't automatically qualify for refunds. We'll evaluate whether delays were caused by us or by external factors. Delays caused solely by our team may result in credits or partial refunds.
Q3: What happens to my data if I request a refund?
You'll have reasonable time (typically 30 days) to export your data. After service termination, data may be deleted according to our data retention policies.
Q4: Can I transfer my service credit to another person?
Service credits are generally non-transferable and tied to your specific account.
Q5: How do I know if my service includes a satisfaction guarantee?
Review your Service Agreement or Statement of Work. Specific guarantees will be clearly documented. Contact us if you have questions about your particular service.
Q6: What if I paid for an annual service but want to cancel after 3 months?
Annual services typically cannot be refunded after the initial 30-day period, but we may convert to monthly billing going forward at our discretion.
Q7: Are setup fees refundable?
Setup fees cover initial configuration work and are typically non-refundable once work has begun.
Q8: What if I was charged incorrectly?
Contact us immediately. We'll investigate all billing errors and correct any mistakes promptly, including refunding incorrect charges.
17. Acknowledgment and Acceptance
By purchasing services from NexusCloud Studios, you acknowledge that you have read, understood, and agree to this Refund Policy. You understand that refund eligibility depends on various factors including the type of service, timing of request, and specific circumstances.
You agree to:
- Review this policy before making purchases
- Communicate concerns promptly when they arise
- Follow the proper refund request process
- Provide accurate information in refund requests
- Act in good faith when seeking refunds
This Refund Policy was last updated on January 1, 2025. Please review this policy periodically for any changes. For questions about this policy, contact us at info@cloudnexusstudios.de or +49339609761698.
NexusCloud Studios
Ulrich-Schneider-Allee 5a
02004 Döbeln, Germany
Registration Number: 96677927
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