Refund and cancellation policy

NexeGo is in early access. We are opening it to a small group of early businesses first, and we set each one up personally.

Version 1.0. Effective from 22 October 2026. Operated by Nexego Private Limited.

1. In short

• Cancel anytime. No cancellation fee.
• Your paid plan runs to the end of the month you paid for; then you move to the free plan with your data kept.
• We do not refund part-months, extra credits or service hours, except in the cases in sections 9A and 10.
• Founding customer offer: if your setup has not started within 60 days of your payment, you get a full refund (ask within 30 days after the 60 days end; it does not apply when setup is waiting on you). Once setup starts, the hours are not refundable (section 9A).
• If we charged you in error, you get a full refund, started within 5 working days.
• There is no setup fee.

2. What we sell

NexeGo is a digital service. We sell monthly plans, extra credits (credit packs) and service hours. We charge no setup fee. We do not ship anything physical (see our Shipping and delivery policy). Prices are on our Pricing page and exclude 18% GST.

3. The free plan

The free plan needs no card and costs nothing, so there is nothing to refund.

4. Cancelling a monthly plan

• How: write to hello@nexego.ai from the owner's email address. Once the app is open to you, you can also go to Billing and choose Cancel plan. You can also stop the payment mandate: for UPI AutoPay in your UPI app; for a card through your bank's mandate page; for an e-mandate through your bank. Please also cancel with us, so we stop reminders.
• When it takes effect: at the end of your current paid month. No further automatic debits are made after that.
• What happens next: your workspace moves to the free plan. Your agents, knowledge and conversations are kept. You can return to a paid plan at any time.
• No fee and no hurdles: cancelling is as easy as subscribing.

5. Refunds on monthly plans

• We do not refund the unused part of a month after it has started, whether you cancel, downgrade or stop using the Service.
• We do refund in full a monthly charge taken after you cancelled in time, if we failed to act on your cancellation.
• Enterprise plans follow their order form.

6. Upgrades and downgrades

• Upgrade: starts at once. A new monthly cycle starts that day, and the unused part of your old plan's price for the current month is taken off your first charge on the new plan.
• Downgrade: starts at your next billing date. No refund for the current month.

7. Credits

• Plan credits come with your plan each month. They do not carry over and have no cash value.
• Extra credits are sold in fixed packs: 1,000 credits for ₹699, 5,000 credits for ₹3,299 and 15,000 credits for ₹9,449, each plus 18% GST. They are valid for 12 months from purchase and are not refundable. If you cancel or downgrade, extra credits you bought stay usable until they expire.
• If your credits run out, AI replies pause until new credits arrive; this is not a fault and is not refunded.

8. Promotions

Credits we give free (the free plan's starter credits, or promotional grants) have no cash value and are never refunded.

9. Service hours

Service hours are prepaid and not refundable, except under the founding customer offer (section 9A) and in the cases in section 10. They are valid for 12 months from purchase, also after you cancel a plan. If our work has a mistake, we fix it free within 7 days of handover. See our Service-hours terms.

9A. Founding customer offer

• Who and until when: every early customer, however you came to us, who pays by 30 November 2026.
• What you get: early access to NexeGo, the free plan, and service hours at ₹2,000 an hour instead of the ₹2,500 list price (20% off). The minimum is 3 hours: ₹6,000 + GST of ₹1,080 = ₹7,080.
• How you pay: once, by UPI, bank transfer or against our invoice. There is no auto-debit and no mandate. Our bank details are on our invoice.
• Full refund before setup: if your setup has not started within 60 days of your payment, we refund the full amount you paid, including GST. Ask for it within 30 days after the 60 days end. It does not apply when setup is waiting on you.
• After setup starts: the hours are not refundable, except for a charge made in error (section 10). Setup starts with the first logged piece of work after you approve our written estimate; the free discovery call does not count.
• Unused hours stay valid for 12 months from payment.

10. When we always refund in full

• A duplicate charge, or a charge for more than the price shown when you bought.
• A charge after a cancellation we failed to act on (section 5).
• A charge you did not authorise, once verified.
• A purchase of extra credits or service hours we cannot deliver because of our own fault.
• If our Service is unavailable for most of a paid month because of our own fault, we refund that month or add the equivalent credits, as you prefer.

Tell us within 30 days of the charge at hello@nexego.ai, with the payment date and amount.

11. Failed payments

If an automatic payment fails, we tell you and retry. Everything keeps working for 7 days. After that, agents stop starting new conversations until you pay; after 30 more days your workspace moves to the free plan with your data kept.

12. How and when refunds are paid

• We start an approved refund within 5 working days of approving it.
• A payment made through our payment partner Razorpay is refunded to the payment method you used. It usually reaches you in about 7 to 10 days after we start it, depending on your bank.
• A payment made by UPI or bank transfer outside Razorpay (for example under the founding customer offer) is refunded by bank transfer to the account it came from.
• When you set up a mandate, a small verification charge may be taken; it is refunded automatically.
• We email you when we start a refund, with its reference number.

13. GST and TDS

Prices exclude GST. A refund includes the GST you paid on the refunded amount, and we issue a GST credit note where the law requires.

If you deducted TDS on a payment we refund, we refund the amount we received; the TDS is settled through your TDS return.

14. WhatsApp and other third-party charges

Meta bills your business directly for WhatsApp messages. We do not collect these fees and cannot refund them; contact Meta.

15. Disputes and chargebacks

Please write to us first: most problems are solved within a day or two. If you raise a chargeback with your bank, we will share the payment records with Razorpay and your bank.

16. Contact

Billing: hello@nexego.ai · Phone: +91 96763 33630, Monday to Saturday, 10 AM to 7 PM IST

Nexego Private Limited, 3rd Floor, Plot No.13, Akshaya Space, RBI Colony, Madhapur, Hyderabad, Telangana 500081, India · CIN U62099TS2026PTC209372 · GSTIN 36AALCN1942Q1ZT

Complaints: our Grievance Officer, Nithin Raj Paladugula, Founder and CEO, Nexego Private Limited, hello@nexego.ai (subject line: Grievance). We acknowledge a complaint within 24 hours and aim to resolve it within 15 days.