FAIR USAGE POLICY:

Since we provide unlimited revisions and ensure you get the maximum out of our services, we mean a maximum of 30 revisions on a project after which it will cost more.

Refund Policy / Money Back Guarantee

Our refund and cancellation policies are made to provide maximum security to the Client and Company. The following terms will be applied in the event an order is canceled unless Nexus5.Agency cancels or terminates your contract for a reason other than breach or non-performance.

Client Communications and Support

For purposes of service delivery, support, and client communication, we may assign or use pseudonyms or representative names for our personnel. This is intended to protect staff privacy and maintain efficient communication, and such names may be used consistently in client-facing interactions. The use of a pseudonym does not change the identity, authority, or responsibility of the person providing the service.

All refund requests will be fulfilled as per the following arrangement:

General Refund Policy

• Cancellation: You are eligible for a full refund (less a 10% processing fee) if the order is canceled within 24 hours of order placement. This policy will not be applicable if the initial contents/designs are delivered or revisions are requested within the mentioned timeframe. Similarly, no refund requests due to a change of mind will be entertained after the mentioned timeframe.
• Pre-delivery Refund: If a request for a refund is made before the delivery of the initial content(s), then you would be eligible for a Full Refund (less 10% service & processing fee).
• Post-delivery Refund:
• If a request for a refund is made within 48 hours of the initial content delivery, you would be eligible for a 66% refund (less 10% service & processing fee).
• If a request for a refund is made between 48- 120 hours of the initial content delivery, you would be eligible 33% refund (less a 10% service & processing fee).
• No refund request will be entertained after 120 hours of your initial content delivery, however, since we believe in 100% customer satisfaction, you're encouraged to contact us in case of any concern.
• Order Inactivity: No refund request will be entertained if you have not taken any action on your order for 30 days after placing your order. However, if you want to reactivate your content order, you will be charged a certain fee depending on your project.
• Final Deliverables: No refund requests will be entertained after the final files have been delivered.
• Final Deliverables: No refund requests will be entertained after the final files have been delivered.
• Custom Packages: For Nexus5.Agency, a custom package refund will be applicable as it is for single packages. For example, if you order a logo and book cover design service and approve the logo, you can claim a refund for the book cover design service only at the time of initial content.
• Refund Reasons: A refund request will need to have a valid reason which must be qualified against the content brief and customer feedback for revisions. Unless a concept has not been contented according to the brief, a refund will not be given, however, further revisions will be provided until complete satisfaction.
• Good Faith: Money-back guarantee is based on the term that the order is placed in good faith. When a customer has placed content orders with more than one content agency for the same job to claim a refund, we do not consider it good faith. In such a case, we reserve the right to decline a refund request.
• Customer Feedback: All content jobs require customer feedback before finalizing the content, therefore it is only fair that the customer gets involved and provides feedback to get the desired results.
• Unique Content: 100% unique content guarantee entitles you to re-draw if our contented book cover is found considerably similar to another book cover concept that may already exist. Any resemblance to an existing concept will be merely a coincidence and Nexus5.Agency will not accept any responsibility or claim of any compensation in such a case. It is the client's responsibility to get their artwork copyrighted.

Specific Service Refund Policies

• Book Cover Design: No refund request will be entertained after the final book cover design has been approved or revision are requested.
• Audiobook Publishing: No refund request will be entertained after the audiobook production process has started (e.g., narration, editing, mastering).
• Book Publishing: No refund request will be entertained after the book has been formatted for publishing or after the book has been uploaded to the publishing platform.
• Book Printing: No refund request will be entertained after the book printing process has started.
• Book Writing: No refund request will be entertained after the initial draft of the book has been delivered.
• Book Editing: No refund request will be entertained after the editing process has started.
• Video Animation: No refund request will be entertained after the designing of the storyboard.
• Audio Content: No refund request will be entertained after the voiceover process has started for any form of video or audiobook, etc.
• Logo Design: No refunds are available after the final logo design has been approved.
• Website Design & Development: No refunds are available after website development is complete or launched.

All refund requests should be communicated to the support department. Nexus5.Agency, based on the violation of your user agreement reserves the right to approve/disapprove your request on an individual case-to-case basis.

How to claim your refund

To ensure your refund request is approved, please make sure you meet the following requirements

• Claim your refund specifying your concern by contacting us via any of the following two modes:
• Live Chat
• Email [email protected]

We will try to resolve your concern with our revision policy immediately or else will email you a refund request approval from our refund department. After the refund, your content rights would be obtained by Nexus5.Agency and you would not be able to display any version of the content sent by the company. Let us also specify that:

• Since the content rights would now be transferred to the company, you agree that you will have no right (direct or indirect) to use any response or other content, work product, or media, nor will you have any ownership interest in or to the same.
• Working in collaboration with the Government Copyright Agencies Nexus5.Agency would share Copyright Acquisition information for the refunded contents that would restrict the re-use of the contents as original contents in the future. If you have any questions or concerns about our Refund Policy, please contact us by clicking here [email protected]