1) Definitions
- “Services” means software development, discovery, maintenance, and related deliverables.
- “Order / Agreement” means a written statement of work, invoice, or contract describing services and scope.
- “Digital deliverables” means files, code, documentation, or access credentials delivered electronically.
- “Start date” means the date we begin performing the agreed work (e.g., discovery or implementation).
2) Scope
This policy applies to paid services purchased from NexoNow through an invoice or written agreement. If a separate contract includes different cancellation or refund rules, that contract controls.
3) General principles
- Fees are typically tied to time, capacity reservation, and deliverables already produced.
- Refunds, when applicable, are generally pro-rated based on work not yet performed.
- Third-party costs (licenses, paid tools, hosting) are non-refundable if already incurred.
4) Cancellations before work starts
If you cancel before the start date:
- If no work has started and no capacity has been reserved, a refund may be available, less any payment processing fees (if applicable).
- If capacity has been reserved (e.g., a scheduled delivery window), we may retain a reasonable reservation/administration fee if stated in the agreement.
5) Cancellations after work starts
If you cancel after the start date:
- You are responsible for fees covering work already performed and deliverables already produced.
- Refund eligibility (if any) is limited to pre-paid amounts for work not yet performed.
- We will provide a handover of completed materials (subject to full payment for completed work).
6) Fixed-scope projects
For fixed-scope work (defined deliverables):
- Milestone payments, if used, are generally non-refundable once a milestone is accepted or delivered.
- If a milestone is partially completed, refunds (if any) may be calculated using a reasonable pro-rata method.
- Changes in scope are handled via change requests or revised statements of work.
7) Time-based / maintenance services
For time-based services:
- Used time is non-refundable.
- Unused pre-paid time may be refundable or may roll over, depending on agreement terms.
- Support plans can usually be cancelled for future billing periods, subject to notice rules in the agreement.
8) Digital services and deliverables
Software deliverables are digital by nature. Once delivered or made accessible, refunds may be limited because:
- Work product (code, documentation) may have been transferred or copied.
- Access credentials or repositories may have been provisioned.
Where mandatory consumer law grants withdrawal rights, we comply with applicable requirements.
9) Non-refundable items (common examples)
- Completed discovery workshops, once delivered.
- Third-party costs already purchased at your request.
- Completed milestones or accepted deliverables.
- Work performed prior to a cancellation request.
10) How to request a refund or cancellation
Send a request with:
- Your name and organization (if applicable)
- Invoice number or agreement reference
- Reason for the request (optional but helpful)
- Preferred outcome: cancel, pause, or refund
We may request additional details to confirm identity and payment references.
11) Review timeline
- We aim to acknowledge requests within a reasonable timeframe.
- Refund processing time depends on payment method and payment institutions.
This policy does not promise exact processing times because banks and processors vary.
12) Disputes
If you disagree with a decision, contact us and provide supporting details. We will review the matter in good faith. Governing law and venue follow the Terms of Service, subject to mandatory local rules in Japan.
13) Contact
- Business name: NexoNow
- Website: nexonow.digital
- Address: 1-2-3 Nihonbashi, Chuo-ku, Tokyo 103-0027, Japan
- Email: [email protected]
- Phone: +81-3-6206-3344
- Business ID / Tax ID: 4234567890123
14) Changes
We may update this policy. The effective date above indicates the current version.