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NexusGo Labs Refund Policy

NexusGo Labs Limited (hereinafter referred to as "we," "us," or "NexusGo Labs") is committed to providing high-quality technical education and professional consulting services. This policy outlines the refund rules for different service types. Please read this policy carefully before making a purchase.

1. Overview of Refund Principles

  • User Responsibility: Please ensure the product description and syllabus meet your requirements before purchasing.
  • Refund Method: All approved refunds will be credited back to the original payment account used at the time of purchase.
  • Processing Time: Once approved, refunds are processed within 7-14 business days. The actual arrival time depends on your bank or payment provider.

2. Specific Rules for Different Services

2.1 Digital Content and Recorded Courses

Due to the instant-consumption nature of digital products, refunds are generally not provided once the content has been accessed or downloaded.

🛡️ 7-Day Technical Guarantee

You may request a full refund within 7 days of purchase if all the following conditions are met:

  1. You have not started watching the course videos (progress is 0%);
  2. You have not downloaded any course attachments or materials;
  3. Access is completely restricted due to technical failures on our part, confirmed as irresolvable by our technical team.

2.2 Expert Consultation and 1-on-1 Tutoring

As mentor time is reserved in advance, the following rules apply to reservation-based services:

  • Cancellations or Rescheduling:
    • More than 24 hours before the appointment: Free cancellation for a full refund or free rescheduling.
    • Within 24 hours of the appointment: Cancellations will incur a 50% service fee penalty; only the remaining 50% will be refunded.
    • After the session starts: No refund or rescheduling requests will be accepted.
  • Tardiness and No-Shows:
    • Being over 15 minutes late without prior notice is considered a "No-Show." The service is deemed completed and non-refundable.
    • If you are late, the session will still end at the originally scheduled time and will not be extended.

2.3 Corporate Training and Project Consulting

Refund terms are governed by the signed "Service Contract" or "Statement of Work (SOW)." Unless otherwise specified, fees for service phases already in progress are non-refundable.

3. Non-Refundable Exceptions

We reserve the right to refuse refund requests in the following cases:

  • Unofficial Channels: Products not purchased through the NexusGo Labs official website or designated channels.
  • Violation of Terms: Breaches of our Terms of Service (e.g., account sharing, illegal recording, or malicious server attacks).
  • Subjective Reasons: Requests based on "no time to learn" or "change of mind" after content access.
  • Promotional Items: Products explicitly marked as "Sale," "Clearance," or "Non-refundable."

4. How to Apply for a Refund

Please send an email to: [email protected]
[Email Format Requirements]

  1. Subject: Refund Request - [Your Order Number]
  2. Body:
    • Registered Email / Account Name
    • Product Name and Purchase Date
    • Detailed reason for refund and supporting evidence (e.g., screenshots)

Our customer service team will review and respond within 3-5 business days of receiving your application.

5. Policy Amendments

We reserve the right to modify this policy at any time. Modified policies take effect immediately upon posting. For transactions completed before an amendment, the refund policy in effect at the time of transaction applies.