Refund & Cancellation Policy

This policy explains how trials, cancellations, and refunds work for Nubesti subscriptions. It supplements the Terms of Service and Billing & Renewals.

1. Free trials

Eligible plans may include a 14-day free trial. A payment method may or may not be required depending on the offer. If a trial converts to a paid plan, charges begin when the trial ends unless you cancel first.

Trial usage is limited (for example, a small number of applications). Trial access may be withdrawn if we detect abuse or unauthorized testing.

2. How to cancel

You can cancel a subscription from the customer portal or by emailing [email protected] from the billing contact address on the account.

Cancel before the renewal date to avoid the next charge. Cancellation stops future renewals; it does not usually erase time already paid.

3. Non-renewal

If you turn off auto-renewal, service continues until the end of the current prepaid term, then stops. Export reports you need before access ends.

4. Refunds

Unless required by law or expressly stated in an order form:

• Monthly subscriptions are generally non-refundable once a paid period has started
• Annual commitments may be refunded pro-rata only if we agree in writing or if we withdraw the service
• KYC / identity-verification fees are always non-refundable, including if KYC is declined or you cancel before tests launch
• Professional services and custom enterprise work are non-refundable once work has started, except for unused prepaid unused hours we agree to credit
• Chargebacks initiated without first contacting us may result in account suspension

If a charge was clearly duplicated or made in error, we will refund it after verification.

5. Cooling-off and consumer laws

If mandatory consumer cooling-off rules apply to you, we will honor them. Business customers purchasing for an organization are typically not consumers.

6. Service credits

Availability issues are handled as service credits under the SLA, not as cash refunds, unless we decide otherwise.

7. How to request a refund

Email [email protected] with the account name, invoice number, and reason. We aim to respond within 5 business days.

8. Changes

We may update this policy for new plans or payment methods. The version posted here applies to purchases made after the update date.