1) Definitions
- "Session" means a scheduled meeting, workshop, or facilitated call.
- "Program" means a bundle of Sessions and related materials delivered over time.
- "Digital materials" means templates, documents, and downloadable resources.
- "Client" means the person or organization that purchased Services.
2) Scope
This policy applies to purchases made directly from NexoHub (or via invoices we issue). If you purchased through a third party, their refund rules may apply in addition to this policy.
3) General principles
- Refund eligibility depends on service type, timing, and what has been delivered.
- We aim for clear, documented scope before work starts.
- We do not provide refunds for outcomes or expectations not stated in the agreed scope.
4) Cancellations and rescheduling (Sessions)
- Reschedule request: allowed up to 48 hours before the scheduled start time, subject to availability.
- Client cancellation: if canceled at least 48 hours before, you may request either a reschedule or credit.
- Late cancellation / no-show: if canceled within 48 hours or you do not attend, the session fee may be non-refundable.
- Provider reschedule: if we need to reschedule, we will propose alternative times or provide credit if none work.
5) Refunds for Programs (multi-session bundles)
Programs require planning and reserved capacity. Refunds are evaluated based on delivered components.
- Before delivery begins: you may request cancellation; we may refund minus administrative costs (if any) stated in your invoice/contract.
- After delivery begins: refunds (if offered) are prorated based on sessions delivered, materials provided, and preparation completed.
- Reserved scheduling windows: capacity reservation may be non-refundable if explicitly stated in your scope.
6) Digital services and materials
Digital materials can be delivered instantly. In many jurisdictions, this may affect withdrawal/refund rights once access begins.
- If digital materials were delivered and you accessed them, refunds may be limited.
- If materials are defective or inaccessible due to our error, we will attempt to fix access or provide appropriate remedies.
7) Non-refundable items (examples)
- Completed sessions already delivered.
- Late cancellations/no-shows (if the 48-hour window was missed).
- Work performed outside the original scope at your request, documented in writing.
- Third-party fees not controlled by us (payment processor fees, if applicable and permitted by law).
8) How to request a refund
Send a request including:
- Your name and the purchasing entity (if any)
- Invoice number or purchase reference (if available)
- Service type (session / program / advisory) and scheduled dates
- Reason for request (brief)
- Email: [email protected]
- Address: 3-2-1 Marunouchi, Chiyoda-ku, Tokyo 100-0005, Japan
9) Processing time
If approved, refunds are processed to the original payment method where possible. Timing depends on payment providers and banking systems.
10) Disputes
If you believe an error occurred, contact us first so we can investigate. If we cannot resolve the issue, you may have dispute options through your payment provider or local consumer mechanisms.
11) Changes
We may update this policy from time to time. The effective date above indicates the latest version.