Introduction
This Refund and Cancellation Policy (the Policy) is issued by Nex Global LLC, a Wyoming limited liability company trading as Nex Systems (Nex, we, us). It sets out the only circumstances in which fees paid for Nex services may be refunded or credited, how a subscription may be cancelled or not renewed, and the information a customer must provide to support any refund request.
This Policy forms part of, and is incorporated by reference into, the Nex Systems Terms of Service (the Terms). Capitalised terms not defined here have the meanings given in the Terms. If this Policy conflicts with the Terms, the Terms prevail, except where this Policy expressly grants a customer a more favourable right. If this Policy conflicts with a signed Order Form, the Order Form prevails for that order only.
This Policy applies to every paid subscription, usage plan, add-on, professional service and implementation fee purchased directly from Nex. It does not apply to purchases made through an Authorised Partner (see section 12), or to free tools, Government and NPO Program services or Referral Program rewards, which are governed by their own policies.
Nothing in this Policy limits any right that cannot be limited or excluded under the law that applies to the customer.
1. Principles
1.1 Business services. Nex services are sold to businesses, public bodies and other organisations for professional compliance use. They are not sold to consumers. Customers confirm when ordering that they act for business purposes, and consumer cooling-off or cancellation rights do not apply.
1.2 Committed fees. Nex reserves infrastructure, data licences, screening capacity and personnel for the full subscription term on the basis of the customer's commitment. For that reason, and consistent with Terms 9.1(d) and 9.9, all payment obligations are non-cancellable and all fees paid are non-refundable, except as expressly stated in this Policy or in the Terms.
1.3 Fair evaluation first. Customers are encouraged to evaluate the services before committing. Nex offers free tools, demonstrations and, where agreed, a pilot (section 2). A customer's decision to buy is made on its own assessment of the services and their fit for its needs.
1.4 Credits before cash. Where a remedy is due, Nex may provide it as a service credit, an extension of the term, or a refund, at Nex's reasonable choice, unless this Policy or applicable law requires a cash refund.
1.5 Evidence-based review. Every refund request is assessed on documented facts. A request that is not supported by the information required in section 7 will not be processed.
1.6 Supportive tools. The services, including any AI-assisted features, support the customer's own compliance decisions. They are not guaranteed to be complete or 100% accurate, and the customer remains responsible for its decisions and for any reporting to authorities. Disagreement with a screening result, a match, a risk score or an AI-assisted summary is not, by itself, a ground for refund.
2. Demonstrations, Trials and Pilots
2.1 Demonstrations and trials. Demonstrations, sandbox access and free trials are provided at no charge, as-is, and may be withdrawn at any time. No refund or credit arises from them.
2.2 Paid pilots. Where Nex agrees a paid pilot, the Order Form will state its duration, scope, success criteria (if any) and fee. A pilot fee is non-refundable once the pilot environment is made available, whether or not the customer uses it or proceeds to a full subscription.
2.3 Pilot conversion. If the Order Form provides that some or all of a pilot fee will be credited against a subsequent subscription, the credit applies only if the subscription is signed within the period stated in the Order Form. An unused conversion credit has no cash value and lapses at the end of that period.
2.4 No implied satisfaction guarantee. Nex does not offer a money-back or satisfaction guarantee for any pilot or subscription unless one is expressly written into a signed Order Form.
3. Cancellation and Non-Renewal
3.1 Term. Each subscription runs for the term stated in the Order Form. Under Terms 16.2, it renews automatically for successive renewal terms of the same length unless either party gives written notice of non-renewal at least sixty (60) days before the end of the then-current term.
3.2 How to give notice. Notice of non-renewal must be sent by an authorised signatory of the customer to legal@nex.systems, stating the customer's legal name, account identifier and the Order Form concerned. Nex will acknowledge receipt in writing. Disabling auto-payment, ceasing use or deleting users is not notice of non-renewal.
3.3 Effect of non-renewal. After valid notice, the subscription continues until the end of the current term, the customer keeps full access, and all fees for that term remain payable. No refund or credit is given for the remainder of the term.
3.4 Early cancellation for convenience. A customer may stop using the services at any time, but early cancellation for convenience does not end the customer's payment obligations. Fees for the remainder of the committed term stay due on their scheduled dates, unless the Order Form expressly provides an early-termination right, in which case any early-termination fee stated there applies.
3.5 Monthly plans. Where an Order Form or online checkout offers a month-to-month plan, the customer may cancel with effect from the end of the current monthly billing period by notice given before that period ends. Fees for the current period are not refunded.
3.6 Termination for Nex's breach. A customer's right to terminate for Nex's uncured material breach is governed by Terms 16.3. Its refund consequences are set out in section 5.
3.7 Termination by Nex. If Nex terminates or suspends the services because of the customer's breach, non-payment, misuse, a breach of the Acceptable Use Policy, a sanctions or anti-bribery breach, or any other ground under Terms 6.8, 7.7, 10 or 16.4, no refund or credit is due and, under Terms 16.5(b), all unpaid fees for the remainder of the term become immediately payable.
3.8 Data on exit. Export and deletion of customer data at the end of the term are governed by the Terms and the Data Processing Agreement, not by this Policy. Cancellation does not entitle the customer to a refund for any period allowed for data export.
4. Upgrades, Downgrades and Changes in Usage
4.1 Upgrades. A customer may add users, screening volume, modules or a higher plan at any time. Additional fees are charged pro rata for the remainder of the current term, unless the Order Form states otherwise, and become part of the committed fees.
4.2 Downgrades. A reduction in users, volume, modules or plan takes effect only from the start of the next renewal term, and only if requested in writing at least sixty (60) days before that term begins. No refund or credit is given for a downgrade requested during a term.
4.3 Unused volume and seats. Committed screening volumes, monitoring records, API calls, seats and similar allowances are use-it-or-lose-it. Unused allowances do not roll over, have no cash value and are not refunded, unless the Order Form expressly provides for rollover.
4.4 Overages. Usage above the committed allowance is charged at the overage rates in the Order Form or, if none are stated, at Nex's then-current list rates. Overage fees are non-refundable once the usage has occurred.
4.5 Bundles. Where services are sold as a bundle, including any Nex 360 package, the bundle is priced as a whole. Under Schedule 6.2 of the Terms, individual components have no separate refund value, and a customer that does not use a component is not entitled to a partial refund.
4.6 Price changes. Any change to fees on renewal will be notified under the Terms. A customer that does not accept a price change may give notice of non-renewal under section 3. A price change does not entitle the customer to a refund for the current term.
5. Grounds on Which a Refund May Be Given
5.1 Exhaustive list. A refund or credit may be given only on one of the grounds below. Any other refund is at Nex's sole discretion under section 5.8 and does not create a precedent or an obligation.
| Ground | Basis | Remedy |
|---|---|---|
| (a) Termination for Nex's uncured material breach | Terms 16.3 and 9.9(a) | Pro-rata refund of prepaid fees for the period after the termination date |
| (b) Limited warranty failure | Terms 13.3 | Pro-rata refund of prepaid fees for the non-conforming service after termination |
| (c) IP infringement mitigation | Terms 14.3 | Pro-rata refund of prepaid fees for the terminated service |
| (d) Billing error | Section 5.5 | Correction, credit or refund of the amount wrongly charged |
| (e) Duplicate payment or overpayment | Section 5.6 | Refund or credit of the excess |
| (f) Service level failure | Terms 15.4 and the Service Level & Support Policy | Service credits only (section 10), except a pro-rata refund on termination for repeated failure where the Order Form grants that right under section 4.6 of the Service Level & Support Policy |
| (g) Mandatory law | Section 5.7 | As required by that law |
5.2 Material breach. A refund under ground (a) requires that the customer gave written notice describing the breach in reasonable detail, that Nex failed to cure it within the cure period in Terms 16.3, and that the customer then terminated in writing. Prepaid fees are refunded only for the unexpired part of the term after the termination date.
5.3 Limited warranty. A refund under ground (b) requires that the customer reported the non-conformity during the warranty period, that Nex was unable to correct it or provide a workaround within a reasonable time, and that the relevant service was terminated under Terms 13.3.
5.4 IP mitigation. A refund under ground (c) arises only where Nex elects to terminate the affected service under Terms 14.3 because modifying or licensing it is not commercially reasonable.
5.5 Billing error. A billing error means an invoice or charge that does not match the signed Order Form, applicable rates or actual metered usage because of a mistake by Nex. Invoice disputes must be raised within fifteen (15) days of the invoice date under Terms 9.7. Errors discovered later will be corrected where the customer shows clear evidence, but corrections will not reach back more than twelve (12) months.
5.6 Duplicate payment or overpayment. Where the customer has paid the same invoice twice or paid more than the invoiced amount, Nex will, at the customer's choice, refund the excess or apply it as a credit against future invoices, once the funds are confirmed as received and cleared.
5.7 Mandatory law. Where applicable law gives the customer a refund right that cannot be excluded, Nex will honour that right to the extent, and only to the extent, the law requires.
5.8 Discretionary goodwill. Nex may, in exceptional circumstances and at its sole discretion, offer a goodwill credit or partial refund. Goodwill is always offered without admission of liability, is not an entitlement, and may be conditional on a written settlement under section 8.6.
6. Circumstances in Which No Refund Is Given
6.1 Without limiting section 1.2, no refund, credit or other compensation is given for any of the following:
- (a) change of mind, change of business priorities, budget cuts, a merger, acquisition or restructuring of the customer, or the customer ceasing the activity for which the services were bought;
- (b) unused or partly used terms, seats, screening volumes, monitoring records, API calls, modules or bundle components;
- (c) downgrade during a term, or early cancellation for convenience;
- (d) the customer's failure to implement, integrate, configure or use the services, or to complete onboarding, training or data migration on its side;
- (e) a period of suspension under Terms 10, including suspension for non-payment, security risk, misuse or legal requirement (Terms 10.4);
- (f) termination or suspension by Nex for the customer's breach, including under Terms 6.8, 7.7 or 16.4;
- (g) screening outcomes, including false positives, false negatives, match scores, risk ratings, adverse-media results or AI-assisted outputs, where the services operated materially as described in the Documentation;
- (h) changes in, delays to, or unavailability of sanctions lists, official registers, open sources or other third-party data that Nex does not control;
- (i) the customer's own systems, networks, browsers, connectivity, integrations or third-party software;
- (j) a regulator's, auditor's or counterparty's view of the customer's compliance programme, or any decision or report made by the customer, since Nex never files reports for customers;
- (k) scheduled maintenance announced in advance, or events of force majeure under the Terms;
- (l) professional services, implementation, configuration, training or custom development that have been delivered or for which Nex has committed resources;
- (m) fees for third-party products resold or passed through by Nex, unless the third party refunds Nex; and
- (n) taxes, bank charges, currency conversion differences or payment-processing fees.
6.2 A customer remains liable for all fees for any period in which the services were made available to it, whether or not it used them.
7. How to Request a Refund: Justification and Evidence
7.1 Written request. A refund or credit request must be made in writing by an authorised signatory of the customer and sent to legal@nex.systems with the subject line "Refund request – [customer legal name]". Requests made by telephone, chat, social media, in-product feedback or through a third party are not valid requests.
7.2 Time limit. A request must be received within thirty (30) days of the event giving rise to it (for example, the termination date, the invoice date or the date of the duplicate payment). For billing errors, the fifteen (15) day dispute period in Terms 9.7 applies, subject to section 5.5. Requests received after these periods may be rejected.
7.3 Required information. Each request must include all of the following:
| # | Item | Detail |
|---|---|---|
| 1 | Customer identity | Full legal name, registered address, account identifier and the name, title and email of the authorised signatory |
| 2 | Order and invoice references | Order Form number, invoice numbers and payment dates |
| 3 | Amount requested | Exact amount, currency and how it was calculated, including the pro-rata period if relevant |
| 4 | Ground relied on | The specific ground in section 5 and the clause of the Terms it relies on |
| 5 | Statement of facts | A clear, dated description of what happened, when, and its effect on the customer |
| 6 | Supporting evidence | Support ticket numbers, correspondence, breach or cure notices, screenshots, logs, proof of payment or bank statements showing duplicate or excess payment |
| 7 | Remedy sought | Whether a refund or a credit is requested, and the account for payment under section 9 |
| 8 | Declaration | Confirmation that the information is true and complete and that no chargeback or payment dispute has been opened for the same amount |
7.4 Further information. Nex may ask for further information or documents reasonably needed to assess the request, including verification of the signatory's authority and of the payment account. The review period in section 8 pauses until the information is received. If the customer does not respond within thirty (30) days, the request is treated as withdrawn.
7.5 Accuracy. A request that contains false or misleading information, or that is made in bad faith, will be rejected and may be treated as a material breach of the Terms.
7.6 Confidentiality. Refund requests, Nex's assessment and any outcome are Confidential Information of both parties under the Terms.
8. Review and Decision
8.1 Acknowledgement. Nex will acknowledge a complete request within five (5) business days of receipt.
8.2 Assessment. Nex will assess the request against this Policy, the Terms, the Order Form, its own records, system logs and the evidence supplied. Nex's records of service availability, usage and billing are presumed accurate unless the customer shows otherwise with clear evidence.
8.3 Decision. Nex will aim to give a written, reasoned decision within thirty (30) days of receiving a complete request. Complex requests may take longer, in which case Nex will tell the customer the expected timeline.
8.4 Form of remedy. If a request is approved, Nex will decide, acting reasonably, whether the remedy is a refund, a credit against future invoices, an extension of the term or a combination of these, except where this Policy or applicable law requires a refund.
8.5 Internal review. A customer that disagrees with a decision may ask, within fifteen (15) days of the decision, for an internal review by a senior Nex manager not involved in the original decision. The outcome of that review is Nex's final position. If the disagreement remains, the dispute resolution provisions of the Terms apply.
8.6 Full and final settlement. Under Terms 15.10, any refund, credit or goodwill payment is made in full and final settlement of the matter it concerns. Nex may require the customer to sign a short settlement confirmation before payment.
8.7 Liability cap. All refunds and credits count toward, and are subject to, the limitations and exclusions of liability in the Terms.
9. Payment of Refunds
9.1 Method. Approved refunds are paid only by bank transfer to a bank account held in the customer's own legal name, or back to the original payment method. Nex never pays refunds in cash, in cryptocurrency, by cheque to a third party or to any account held by a person other than the customer.
9.2 Account verification. Before paying a refund, Nex will verify the receiving account through reliable, independent means, which may include a bank letter or statement and a call-back to a known contact. Nex will not pay to an account that changed after the request was made until the change has been verified.
9.3 Timing. Approved refunds will be paid within thirty (30) days of the decision or, if later, of completion of account verification and any settlement confirmation.
9.4 Currency and charges. Refunds are paid in the currency of the original payment. Nex is not responsible for bank charges, intermediary fees or exchange-rate differences, which are borne by the customer.
9.5 Set-off. Nex may set off any refund or credit against amounts the customer owes Nex under any Order Form.
9.6 Taxes. Where tax was charged on the original invoice, Nex will issue a credit note and refund or credit the tax only to the extent it can lawfully recover or adjust it.
9.7 Compliance checks. Every refund is subject to Nex's sanctions, anti-money-laundering and anti-bribery controls. Nex may refuse or delay a refund where paying it would breach applicable law, sanctions or Nex's compliance policies, and will not be liable for doing so.
10. Service Credits
10.1 Sole remedy. Where the services fail to meet a service level that Nex has committed to in the Order Form or the Service Level & Support Policy, the service credits stated there are the customer's sole and exclusive remedy for that failure, as provided in Terms 15.4. Service level failures do not give rise to a cash refund, except the pro-rata refund on termination for repeated failure under section 4.6 of the Service Level & Support Policy.
10.2 Claiming credits. Service credits must be claimed in writing under section 7 within thirty (30) days of the end of the month in which the failure occurred, with the dates, times and ticket numbers of the incidents relied on.
10.3 Use of credits. Credits are applied only against future invoices for the same services. They have no cash value, cannot be transferred, and lapse if unused at the end of the subscription term. Credits are not paid out on termination or non-renewal.
10.4 Cap and exclusions. Credits in any month are capped as stated in the Service Level & Support Policy, are not available for any period of suspension or for events excluded by that policy, and count toward the limitation of liability in the Terms.
11. Chargebacks and Payment Disputes
11.1 Talk to us first. A customer must raise any concern about a charge with Nex under section 7 before contacting its bank or card issuer.
11.2 Breach. Under Terms 9.3, initiating a chargeback, payment reversal or card dispute without first following this Policy, or without a valid ground, is a material breach of the Terms.
11.3 Consequences. If a chargeback is initiated, Nex may suspend the services immediately, contest the chargeback with the evidence it holds, and recover the disputed amount together with any chargeback fees, bank charges and reasonable collection costs. An approved refund will not be paid for any amount that is also the subject of a chargeback.
11.4 Withdrawal. If the customer withdraws a chargeback and the matter is resolved under this Policy, Nex may restore the services once all amounts due are paid.
12. Partner Purchases, Programs and Free Services
12.1 Authorised Partner purchases. Where a customer buys Nex services through an Authorised Partner, reseller or marketplace, the customer's contract for payment is with that partner. Refund and cancellation requests must be made to the partner, under the partner's own terms. Nex will not refund amounts it did not receive directly from the customer.
12.2 Government and NPO Program. Services provided free of charge under the Nex Government and NPO Program carry no fees and therefore no refund or credit rights. Any paid services ordered by a program participant outside the program are governed by this Policy.
12.3 Free tools. Free tools on nex.systems, including the free sanctions and PEP search and the in-browser MRZ check, are provided at no charge and as-is. No refund, credit or compensation arises from their use or unavailability.
12.4 Referral Program. Commission under the Referral Program is governed by the Referral Program Policy. If a referred customer receives a refund, the referrer's obligation to repay the related Commission is set out in that policy. Commission is never paid in cash.
12.5 Website visitors. Visitors to nex.systems who have not purchased services have no refund rights. Use of the website is governed by the Website Use Policy.
13. Changes to this Policy and Contact
13.1 Changes. Nex may update this Policy by publishing a revised version at nex.systems/legal. The version in force when a refund request is received applies to that request. Changes do not reduce any refund right that has already arisen.
13.2 No waiver. Nex's decision to grant a refund or credit in one case does not waive its rights under this Policy in any other case.
13.3 Governing law. This Policy is governed by the law and dispute resolution provisions that govern the Terms.
13.4 Contact. Refund, cancellation and non-renewal notices: legal@nex.systems. Nex Global LLC, trading as Nex Systems, Wyoming, United States.
Common questions
Short answers for orientation. The document above governs if anything differs.
Generally not. Payment obligations are non-cancellable and fees are non-refundable except on the grounds listed in Section 5, such as termination for our uncured material breach, billing errors or duplicate payments. Change of mind, budget cuts and unused seats or volumes do not qualify (see Section 6).