Refund & Billing Policy

This policy covers two separate billing relationships on Nexvora: (1) tenant subscriptions to a license tier, and (2) purchases your subscribers make through your captive portal (vouchers, instant-access data/time bundles).

1. Tenant License Subscriptions

• Trials: new tenants receive a free trial (currently 30 days) under trial limits and features; no payment is required to start a trial.
• Billing cycle: paid license tiers are billed in advance for the selected cycle. Prices for each tier are published at nexvora.cglobaconsults.com/#pricing and may change with notice as described in the Terms of Service.
• Upgrades/downgrades: upgrading takes effect immediately with a pro-rated charge for the remainder of the current cycle; downgrades take effect at the start of the next billing cycle.
• Non-payment: failure to pay after notice may result in account suspension. We will attempt to notify the tenant admin before suspension and will not delete tenant data solely for non-payment without a reasonable grace period.
• Refunds: subscription fees already charged for a billing cycle are non-refundable for early cancellation within that cycle, except where required by law or expressly agreed in writing (e.g. a service outage breaching the Service Level Agreement's service credit terms).

2. Subscriber Purchases (Vouchers & Instant Access)

• Purchases of vouchers, data bundles, and time-based instant-access plans through a tenant's captive portal are final and non-refundable once activated or once any data/time allowance has been consumed, consistent with the captive portal's Terms of Use.
• An unused, unactivated purchase may be eligible for refund at the discretion of the tenant operating that network (e.g. the ISP or venue), who is the merchant of record for that transaction — Nexvora facilitates payment processing but the underlying service relationship is between the subscriber and the tenant.
• Payment gateway fees (Mpesa, Paystack, Flutterwave, Hubtel, MTN MoMo, Stripe, PayPal, or crypto processors) are non-refundable where the gateway itself does not return them.

3. Disputes and Chargebacks

Tenants are responsible for handling subscriber billing disputes for purchases made on their network. Excessive chargebacks or fraud on a tenant's account may result in suspension of that tenant's payment gateway access pending investigation.

4. Taxes

Published prices exclude applicable taxes unless stated otherwise; taxes are added where required by law based on the tenant's registered country.

5. Contact

Billing questions: info@cglobaconsults.com.