Refund Policy
This Refund Policy supplements the Nexala AI Terms of Service, available at nexala.ai/terms, and explains how Lex Hub AI Internet Content Provider L.L.C S.O.C, trading as “Nexala AI” (“Nexala”, “we”, “us”, or “our”), handles refund requests in relation to subscriptions to the Nexala AI platform (the “Service”).
1. General Principle
Refunds are not issued automatically. Each refund request is reviewed individually upon receipt at support@nexala.ai.
Whether a refund is granted, and the amount of any refund, is determined by Nexala having regard to the circumstances of each request and this Refund Policy.
2. Cases Where Refunds Are Not Provided
Except as set out in Section 3, refunds are not provided in the following cases:
- (a)Downgrade. Where you downgrade to a lower-cost plan, the difference between the fees paid for your previous plan and the fees applicable to the new plan is not refunded.
- (b)Removal of a member. Where a member is removed from your organization’s account, no refund is provided in respect of the unused portion of that member’s seat for the then-current billing period.
- (c)Cancellation. Where you cancel your subscription, your access continues until the end of the period for which you have already paid, and the fees for that remaining period are not refunded.
- (d)Trial. The Trial period is provided free of charge. As no payment is made during the Trial, no refund applies in respect of it.
3. Cases Where a Refund May Be Considered
You may request a refund by contacting us as set out in Section 4. Examples of circumstances that Nexala will consider include:
- (a)a technical failure attributable to Nexala that made the Service unusable for a material part of the relevant billing period;
- (b)an erroneous duplicate charge;
- (c)other exceptional circumstances, considered on a case-by-case basis.
Nexala aims to review and respond to refund requests within 14 business days of receipt of all information reasonably required to assess the request.
4. Refund Process
To request a refund, contact us at support@nexala.ai with a description of the circumstances and any supporting information.
Nexala will review the request individually and notify you of its decision.
If a refund is approved, it will be processed through Stripe to the same payment card used for the original payment. The time for the refunded amount to appear in your account depends on your card issuer and on Stripe’s processing times, and is outside Nexala’s control.
5. Taxes
Where a refund is approved in respect of a transaction on which UAE VAT was charged, the refund (and any corresponding VAT adjustment) will be processed in accordance with Stripe Tax’s procedures and applicable UAE VAT legislation, including Federal Decree-Law No. 8 of 2017 on Value Added Tax, as amended, and its executive regulations.
Where required, Nexala will issue a tax credit note reflecting the refunded amount and the corresponding VAT adjustment.
6. Enterprise Customers
For customers on an Enterprise plan, refunds, if any, are governed by the terms of the applicable individual agreement between Nexala and the customer, and not by this Refund Policy.
7. Relationship with Statutory Rights
Nothing in this Refund Policy limits any right you may have under applicable UAE consumer protection legislation, including Federal Law No. 15 of 2020 on Consumer Protection, as amended, and its Executive Regulations, to have the Service re-performed, or to receive a refund of amounts paid, where the Service has not been provided in accordance with the Terms of Service due to a cause attributable to Nexala.
8. Changes to This Policy
Nexala may update this Refund Policy from time to time. Material changes will be notified to users in accordance with Section 11 of the Terms of Service. The “Last updated” date above indicates the most recent version of this Refund Policy.
Contact
Email: support@nexala.ai