Refunds & delivery

1. Digital delivery

Approved software orders are delivered electronically through the private customer access flow or another delivery method stated during checkout. Delivery begins only after the order has passed any required payment, eligibility and availability review.

2. Delivery timing

We aim to make an approved build available promptly after review, but availability can depend on payment confirmation, product readiness, licensing setup, fraud checks, platform issues and support workload. Where a build is delayed, we may provide an updated delivery estimate or another appropriate remedy.

3. Download access

A customer may receive time-limited private download access for the purchased build. The customer is responsible for saving the delivered file and related materials during the access period. If a valid order cannot be downloaded because of a technical issue on our side, contact support so access can be restored or another remedy can be arranged.

4. When a refund may be appropriate

Refunds may be considered where a duplicate payment was made, an order cannot lawfully be fulfilled, the purchased build cannot be supplied, a defective digital file cannot reasonably be corrected or replaced, or applicable consumer law requires a refund or other remedy.

5. Digital content and cancellations

Digital-content cancellation and withdrawal rights vary by country. We do not apply a blanket “no refunds” rule where mandatory law gives a customer a non-waivable right to cancel, obtain a remedy or receive a refund. Where local law permits a withdrawal right to be lost after immediate digital delivery, any required consent and acknowledgment should be obtained before that right is treated as waived.

6. Trading performance is not a refund basis

A trading loss, lower-than-expected performance, broker incompatibility caused by undisclosed broker conditions, changed market conditions or a customer's chosen settings does not by itself establish that the software is defective or that a refund is automatically due. Mandatory legal rights still apply.

7. Custom-development projects

Custom-development work is governed by the formal project quote accepted by the customer. That quote should identify the agreed scope, price, estimated delivery window, included revisions, change-request process, payment terms and project-specific refund terms before development begins.

If NEXA determines that an agreed custom project cannot be completed, the unearned portion of the custom-development fee should be refunded. If no development work has begun, this would normally mean a full refund. Where work has already been performed, any deduction for completed work is subject to the accepted quote and applicable law. Mandatory consumer rights remain unaffected.

8. Payment reversals and verification

Refunds or corrections should be made only through a lawful, verified route. We may need to verify the original order, transaction reference, recipient, amount, network and customer identity before processing a payment correction or refund.

9. How to request help

Contact support@nexaalgobots.com and include your order reference, purchase email and a short description of the issue. Do not send private keys, seed phrases, brokerage passwords or unnecessary sensitive information.