Refund Policy

Last Updated: 14 May 2026

1. Overview

NEXYRA LIMITED ("we", "us", "our", or "Company") is committed to providing high-quality IT consultancy services. We understand that circumstances may arise where a refund is necessary, and we have established this policy to address such situations fairly and transparently.

Company Registration: BR No. 80324157 | Jurisdiction: Hong Kong S.A.R.

2. Subscription Plans

2.1 Monthly Subscriptions

For monthly subscription plans (Basic, Standard, Premium, Enterprise), the following refund terms apply:

  • Within 7 days of purchase: Full refund if no managed services have been delivered or consumed.
  • After 7 days: No refund for the current billing period. You may cancel to prevent future charges.
  • Partial use: We do not issue pro-rated refunds for partial months of service.

2.2 Annual Subscriptions

For annual subscription plans:

  • Within 14 days of purchase: Full refund if no services have been activated or consumed.
  • After 14 days: Pro-rated refund for unused months, minus a 10% administrative fee.
  • After 6 months: No refund for annual subscriptions beyond the 6-month mark.

3. One-Time & Project-Based Services

For consultancy engagements, audits, and project-based services:

  • Cancelled before work commences: Full refund minus any non-recoverable third-party costs already incurred.
  • Cancelled after work has commenced: Refund for the value of work not yet delivered, assessed at our standard hourly rate.
  • Completed deliverables: No refund once a deliverable has been formally submitted and accepted.
  • Disputes about deliverable quality: Please contact us within 14 days of delivery — we will work to resolve the issue or provide a partial refund at our discretion.

4. Non-Refundable Items

The following are not eligible for refunds under any circumstances:

  • Setup fees and onboarding charges
  • Third-party software licences or cloud infrastructure costs purchased on your behalf
  • Services already fully delivered and accepted
  • Domain registration and SSL certificate fees
  • Emergency or out-of-hours support engagements
  • Any service where a "no-refund" clause was explicitly stated in the service agreement

5. Service Failures & Downtime

If NEXYRA LIMITED fails to meet the guaranteed Service Level Agreement (SLA) uptime of 99.9%, you may be eligible for a service credit:

  • 99.0% – 99.8% uptime: 10% credit on the affected month's invoice
  • 95.0% – 98.9% uptime: 25% credit on the affected month's invoice
  • Below 95.0% uptime: 50% credit on the affected month's invoice

SLA credits are applied to future invoices and are not issued as cash refunds. Claims must be submitted within 30 days of the incident.

6. How to Request a Refund

To request a refund, please follow these steps:

  • Email us at contact@nexyracastalimited.com with the subject line "Refund Request – [Your Account Name]"
  • Include your account details, invoice number, and the reason for the refund request
  • Attach any relevant supporting documentation

We will acknowledge your request within 2 business days and provide a decision within 10 business days. Approved refunds are processed within 5–10 business days to the original payment method.

7. Chargebacks & Disputes

We encourage you to contact us directly before initiating a chargeback with your bank or payment provider. Chargebacks initiated without prior contact may result in suspension of your account pending investigation. We reserve the right to contest chargebacks where services were legitimately delivered.

8. Cancellation Policy

You may cancel your subscription at any time from your account dashboard or by contacting us at contact@nexyracastalimited.com. Cancellation takes effect at the end of the current billing period. You will retain access to services until the end of the paid period.

9. Changes to This Policy

NEXYRA LIMITED reserves the right to update this Refund Policy at any time. Changes will be communicated via email and posted on this page with an updated "Last Updated" date. Continued use of our services following notification constitutes acceptance of the revised policy.

10. Contact Us

For refund requests or billing enquiries:

  • Email: contact@nexyracastalimited.com
  • Mail: Unit 2904-05, 29/F, Universal Trade Centre, 3 Arbuthnot Road, Central, Hong Kong S.A.R.
  • Phone: +1 660-866-5234
  • Business Hours: Monday – Friday, 09:00 – 18:00 HKT