01General approach
NexaHop supplies a digital service that activates immediately or shortly after payment. We review the activation time, traffic use, order status, service incident, and payment-provider records for each request.
This policy does not reduce any mandatory consumer right that applies to you.
02When a refund may be available
- The same order was charged twice or the charge differs from the confirmed checkout amount, and you report it within seven calendar days after discovery.
- Payment succeeded but the plan remained unavailable for more than 24 hours because of a NexaHop system issue that support could not restore.
- You purchased the wrong plan or made a mistaken purchase, request a refund within 24 hours after payment, and the order used less than 1 GB of traffic.
- Another circumstance in which applicable law requires a refund.
03When refunds are normally unavailable
- A mistaken purchase, change of mind, or unused subscription reported more than 24 hours after payment, or after the order has used 1 GB or more.
- Problems caused by the device, local carrier, third-party client, incorrect configuration, or restrictions where the service is used.
- The unpaid portion of a free trial, gift, coupon, referral reward, or gift card.
- Restriction, suspension, or termination for violating the Terms or Acceptable Use Policy.
- Failure to cooperate with reasonable troubleshooting, or refusal of a workable remedy while the problem could be corrected.
04Payment methods and digital assets
Approved refunds normally return to the original method. Non-recoverable processor, blockchain-network, or conversion fees may be deducted. NexaHop does not control exchange-rate changes, network fees, or third-party settlement times.
Digital-asset transfers are irreversible. Verify the network, asset, amount, and address before paying. Funds sent through the wrong network or to the wrong asset or address usually cannot be recovered.
05How to request a refund
- Sign in and open a ticket under payment or refund issues.
- Provide the NexaHop order number, payment time, method, reason, and necessary proof of payment.
- Redact unrelated personal information. Never provide a password, SMS or 2FA code, private key, seed phrase, or full bank-card details.
06Review and settlement time
We normally complete an initial review within three business days after receiving the required information. After approval, we normally initiate the refund within five to ten business days. Actual settlement depends on the bank, payment platform, or blockchain.
An unusual callback, duplicate credit, fraud signal, or dispute may require additional information and a longer review.
07Partial refunds and entitlements
Where permitted by law and agreed by both sides, a partial refund may reflect unused time, actual use, allocated discounts, and non-refundable fees. Once a refund is completed, the corresponding plan, traffic, node access, balance, or reward is withdrawn.
08Chargebacks and duplicate recovery
Do not simultaneously start a payment-provider chargeback while a NexaHop refund request is being processed. Disclose any existing dispute in your ticket. No order can receive both a platform refund and external chargeback recovery.
09Contact
Use an account ticket whenever possible so the order can be matched securely. If you cannot sign in, email email@nexahop.com with the order number and registered email address.