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Refund Policy

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Last Updated: March 27, 2025

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Thank you for choosing Nexus Pay ("we," "us," or "our"), a Prepaid Wireless Distributor partnering with various Mobile Virtual Network Operators (MVNOs) and Wireless Carriers. This Refund Policy outlines the terms and conditions under which we offer refunds or exchanges for purchases made through our website [insert website URL] (the "Site") or services. Please read this policy carefully before making a purchase, as it governs your eligibility for refunds.

By purchasing from us, you agree to the terms of this Refund Policy. If you have any questions, please contact us using the details in Section 6.

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1. General Refund Guidelines

Nexus Pay strives to ensure customer satisfaction. However, due to the nature of prepaid wireless services and products, refunds are subject to specific conditions. All sales are final unless otherwise stated in this policy or required by applicable law.

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2. Eligible Refunds

We may offer refunds or exchanges under the following circumstances:

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2.1 Non-Activation of Prepaid Wireless Plans

  • If you purchase a prepaid wireless plan through Nexus Pay and it fails to activate due to an error on our part or our partner MVNO/Wireless Carrier, you may request a refund or replacement plan.

  • You must notify us within 7 days of purchase with proof of the issue (e.g., error message, screenshot, or confirmation of non-activation from the carrier).

  • Refunds will not be issued if the failure is due to incorrect information provided by you (e.g., wrong phone number or device incompatibility).

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2.2 Incorrect or Defective Products

  • If you receive a physical product (e.g., SIM card) that is incorrect (e.g., wrong carrier) or defective upon arrival, you may request a refund or replacement.

  • You must contact us within 14 days of delivery and return the item in its original condition, unused, and with proof of purchase.

  • Shipping costs for returns may be covered by us if the error is ours; otherwise, you are responsible for return shipping.

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2.3 Processing Errors

  • If we charge you incorrectly (e.g., double billing or overcharging), we will refund the excess amount upon verification.

  • You must notify us within 30 days of the transaction with evidence (e.g., receipt or bank statement).

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3. Non-Refundable Purchases

The following are not eligible for refunds:

  • Activated Prepaid Plans: Once a prepaid wireless plan is successfully activated with an MVNO or Wireless Carrier, it is non-refundable, as the service is considered delivered.

  • Used Products: SIM cards or other products that have been used or removed from their original packaging are not eligible for refund unless defective.

  • Change of Mind: We do not offer refunds for purchases where you simply change your mind or no longer need the service/product.

  • Third-Party Fees: Any fees charged by MVNOs, Wireless Carriers, or payment processors outside our control are non-refundable through Nexus Pay.

  • Promotional Offers: Discounts, bundles, or free items included with a purchase are not eligible for cash refunds.

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4. Refund Process

To request a refund:

  1. Contact Us: Email us at info@nexuspayusa.com or call 407-579-5276 within the applicable time frame outlined above. Provide:

    • Your name and contact information.

    • Order number or transaction details.

    • A description of the issue and any supporting evidence (e.g., photos, screenshots).

  2. Review: We will review your request within 5 business days and notify you of eligibility.

  3. Return (if applicable): For physical products, follow our return instructions. Items must be returned within 14 days of approval.

  4. Processing: Approved refunds will be issued to the original payment method within 10 business days of approval or receipt of returned items, whichever applies.

Refunds may be partial if only part of an order qualifies (e.g., one item in a bundle). Processing times may vary depending on your bank or payment provider.

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5. Exceptions and Special Circumstances

  • Carrier-Specific Policies: Some MVNOs or Wireless Carriers may have their own refund policies that supersede ours for certain services. We will inform you if this applies and assist in coordinating with the carrier.

  • Force Majeure: We are not liable for delays or inability to provide refunds due to events beyond our control (e.g., natural disasters, system outages).

  • Legal Requirements: If applicable law requires a different refund process (e.g., a longer return period), we will comply with that law.

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6. Contact Us

For refund requests or questions about this policy, please reach out to us at:

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7. Changes to This Refund Policy

We may update this Refund Policy from time to time. The updated version will be posted on this page with a revised "Last Updated" date. Significant changes will be communicated via email or a Site notice where required. Your continued use of our Site or services after changes constitutes acceptance.

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8. Jurisdiction-Specific Provisions

California Residents

If you are a California resident, you may have additional rights under state law, such as the right to a refund within a specific period for certain online purchases. Contact us to inquire about your rights.

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