01Service identity
The service brand and operator is NexaHop, and the primary website is https://nexahop.com. NexaHop provides global connectivity, tiered subscriptions, node management, setup documentation, and account support.
Official contact is currently handled through written channels. We will not request your password, email verification code, 2FA code, wallet private key, or seed phrase in a private message.
02Account and technical support
Registered users should first open a ticket from the account center. A ticket securely connects the account, plan, order, and case history and is suitable for sign-in, subscription, node, client, and usage questions.
03Payment and refunds
For missing credit, duplicate payment, an incorrect amount, or a refund, open a ticket with the NexaHop order number, time, method, and proof of payment with unrelated sensitive information redacted. Eligibility and timing follow the Refund Policy.
04Privacy and data requests
Requests to access, correct, delete, export, or restrict personal information may be submitted by ticket or to email@nexahop.com. We may verify account ownership first and explain any legal or security record that cannot be deleted immediately.
05Security and abuse reports
For an account takeover, exposed subscription, vulnerability, attack, or other misuse, reset available credentials and contact email@nexahop.com immediately. Include the necessary time, impact, and reproduction details without attaching real credentials or another user’s data.
06Replies and formal notices
General questions are handled according to queue and impact. Complex payments, security incidents, or third-party verification may take longer. Continue in one ticket rather than opening duplicates.
The formal service email is email@nexahop.com. We may send service and policy notices to the registered email, through account announcements, or on the website policy pages.