LEGAL

Refund Policy

Last Updated: June 2, 2026

This Refund Policy ("Policy") governs refunds, billing corrections, service termination treatment, runtime reconciliation, provisioning failures, disputed transactions, commercial adjustments, and related refund matters applicable to use of the NexNodo platform and associated services.

This Policy forms part of and is incorporated into the applicable NexNodo Terms of Service, Billing Policy, Cloud Service Agreement, Order Form, Enterprise Agreement, Marketplace Terms, or equivalent customer agreement governing customer use of the NexNodo platform.

Capitalized terms not otherwise defined herein shall have the meanings assigned under the applicable customer agreement.

1. GENERAL REFUND FRAMEWORK

NexNodo operates a prepaid infrastructure billing model for applicable cloud services, GPU infrastructure, compute resources, Kubernetes environments, storage services, AI infrastructure services, Marketplace deployments, MCP-related services, and related offerings.

Unless otherwise expressly stated, applicable services may be purchased using monthly prepaid charging treatment.

Refund eligibility may vary depending upon:

  • service category;
  • resource status;
  • deployment status;
  • runtime consumption;
  • payment processor treatment;
  • fraud review outcomes;
  • chargeback exposure;
  • policy compliance status;
  • applicable legal requirements;
  • or equivalent commercial considerations.

Unless otherwise required by applicable law or expressly stated by NexNodo, refunds are not automatically guaranteed.

2. MONTHLY PREPAID SERVICES AND EARLY TERMINATION TREATMENT

Customers purchasing eligible monthly prepaid services may be charged the full estimated monthly amount at checkout.

Where a Customer terminates, deletes, cancels, deactivates, or otherwise stops using an eligible monthly prepaid service prior to expiration of the applicable billing period, NexNodo may calculate actual billable runtime consumption.

Following runtime reconciliation, eligible unused prepaid runtime may qualify for refund treatment.

Eligible refund amounts may be determined using commercially reasonable billing calculations including, where applicable:

  • monthly pricing;
  • runtime duration;
  • billable hourly increments;
  • hourly rounding treatment;
  • resource status;
  • deployment lifecycle timing;
  • resource reservation treatment;
  • or equivalent operational measurements.

Nothing in this Section guarantees refund eligibility where refund exclusions, fraud review outcomes, reserved capacity limitations, policy violations, sanctions restrictions, payment disputes, or equivalent commercial limitations apply.

3. RUNTIME CALCULATION METHODOLOGY

Runtime calculations may be based upon operational telemetry, orchestration metadata, deployment records, activation timestamps, termination timestamps, resource lifecycle events, infrastructure measurement systems, and equivalent commercially reasonable operational records.

Unless expressly stated otherwise, NexNodo may calculate billable consumption using hourly billing increments.

Partial runtime periods entering a new billing hour may be rounded upward to the next full hour for refund calculations, billing reconciliation, runtime determination, or equivalent commercial treatment.

Illustrative examples:

  • 1 hour 00 minutes → 1 billable hour;
  • 1 hour 15 minutes → 2 billable hours;
  • 2 hours 01 minutes → 3 billable hours.

Where commercially applicable, refund calculations may use methodologies substantially similar to:

  • Applicable Monthly Charge
  • ÷ total calendar hours in applicable billing month
  • × eligible unused prepaid runtime.

NexNodo billing calculations shall be deemed commercially reasonable absent manifest technical error, demonstrable system failure, fraud, or material calculation defect.

4. AUTOMATED REFUND EXECUTION

Where eligible refund treatment applies, NexNodo billing systems may automatically calculate refund amounts following service termination, deletion events, cancellation workflows, resource shutdown events, operational reconciliation, or equivalent billing lifecycle events.

Approved refunds may be executed automatically without separate manual customer submission requirements.

Refunds may be processed through Stripe or equivalent payment processors designated by NexNodo from time to time.

Where commercially feasible, approved refunds may be returned to the original payment method associated with the applicable transaction.

Refund processing timing may depend upon:

  • Stripe processing treatment;
  • banking systems;
  • card issuer processing;
  • payment network timing;
  • fraud screening;
  • sanctions screening;
  • processor operational limitations;
  • or equivalent external payment infrastructure factors.

NexNodo does not guarantee immediate settlement timing following refund authorization.

5. PROVISIONING FAILURES AND BILLING CORRECTIONS

Where provisioning materially fails due to NexNodo platform issues, infrastructure provider operational issues, deployment failures attributable to NexNodo-controlled systems, orchestration failures, technical incompatibilities arising from NexNodo-controlled processes, or equivalent operational events reasonably attributable to NexNodo-controlled environments, NexNodo may, in its reasonable discretion:

  • retry provisioning;
  • issue billing adjustments;
  • provide replacement resources;
  • provide service credits;
  • issue partial refunds;
  • issue full refunds;
  • or implement equivalent commercially reasonable remediation measures.

Nothing herein obligates NexNodo to provide refunds where failures arise from:

  • customer misconfiguration;
  • unsupported software;
  • customer-controlled environments;
  • customer deployment actions;
  • customer credential issues;
  • payment failures;
  • sanctions restrictions;
  • export restrictions;
  • or equivalent customer-attributable causes.

6. RESOURCE STATUS, RESERVED CAPACITY, AND NON-ELIGIBLE TREATMENT

Certain services, dedicated infrastructure allocations, reserved capacity commitments, GPU reservations, committed deployments, Marketplace configurations, enterprise allocations, or equivalent operational offerings may involve immediate cost exposure, infrastructure reservation treatment, dedicated hardware commitment, provider allocation obligations, or equivalent operational costs.

Accordingly, NexNodo reserves the right to restrict, limit, reduce, deny, or condition refund eligibility for:

  • dedicated capacity commitments;
  • non-cancellable reserved resources;
  • enterprise negotiated commitments;
  • fraud-related activity;
  • policy violations;
  • payment disputes;
  • abusive usage patterns;
  • sanctions restrictions;
  • or equivalent commercially reasonable risk scenarios.

Applicable enterprise agreements, negotiated commercial schedules, or dedicated infrastructure arrangements may establish separate refund treatment.

7. PAYMENT DISPUTES, CHARGEBACKS, AND ABUSE PREVENTION

Customers may not improperly reverse charges, initiate abusive chargebacks, submit fraudulent payment disputes, evade legitimate payment obligations, manipulate billing systems, exploit refund workflows, or otherwise interfere with commercially reasonable commercial operations.

Where chargebacks, payment disputes, fraud investigations, sanctions screening outcomes, processor investigations, payment reversals, banking restrictions, or equivalent payment risk events arise, NexNodo may, in its reasonable discretion:

  • delay refunds;
  • suspend refund processing;
  • require additional verification;
  • restrict platform functionality;
  • suspend services;
  • terminate resources;
  • offset refund amounts against outstanding obligations;
  • or implement equivalent commercially reasonable risk mitigation measures.

Nothing herein limits NexNodo's right to contest chargebacks, provide infrastructure usage evidence, present billing calculations, submit deployment records, provide runtime measurements, or otherwise defend commercially valid transactions through Stripe, acquiring institutions, financial institutions, or equivalent payment processors.

8. FRAUD, POLICY VIOLATIONS, AND EXCLUSIONS

Refund eligibility may be denied, limited, suspended, reduced, delayed, or conditioned where NexNodo reasonably determines that transactions, accounts, deployments, workloads, or commercial activity involve:

  • fraudulent conduct;
  • payment abuse;
  • sanctions violations;
  • export control restrictions;
  • identity abuse;
  • material policy violations;
  • abusive consumption patterns;
  • commercial exploitation of refund mechanisms;
  • security risks;
  • malicious conduct;
  • or equivalent operational, legal, commercial, or compliance concerns.

Customers suspended or terminated pursuant to the Terms of Service, Acceptable Use Policy, AI Acceptable Use Policy, Security Policy, sanctions compliance obligations, or equivalent NexNodo governance frameworks may lose eligibility for otherwise available refund treatment to the extent permitted by applicable law.

9. MARKETPLACE, THIRD-PARTY, AND EXTERNAL SOFTWARE TREATMENT

Refund treatment relating to Marketplace deployments, third-party applications, open-source software deployments, MCP servers, connectors, integrations, or equivalent marketplace functionality generally follows the applicable infrastructure consumption model rather than software licensing treatment.

Unless expressly stated otherwise:

  • NexNodo does not provide software license refunds for open-source software;
  • third-party software licensing remains governed by applicable upstream licensing frameworks;
  • Marketplace deployments may continue consuming billable infrastructure resources while active;
  • and infrastructure runtime treatment remains subject to this Policy and the NexNodo Billing Policy.

Nothing herein creates guarantees relating to third-party software outcomes, connector behavior, community support continuity, vendor conduct, software maintenance, or external dependency treatment.

10. RELATIONSHIP TO OTHER DOCUMENTS

This Refund Policy operates together with:

  • Terms of Service;
  • Billing Policy;
  • Customer Service Level Agreement;
  • Marketplace Terms;
  • Third-Party Application Terms;
  • Open Source Software Policy;
  • MCP / Connector Publishing Terms;
  • Acceptable Use Policy;
  • and equivalent NexNodo policies.

To the extent of direct conflict between this Policy and an executed Enterprise Agreement, negotiated commercial schedule, Order Form, dedicated infrastructure agreement, or equivalent written commercial arrangement, the applicable negotiated arrangement shall govern to the extent of such conflict.

Except as expressly modified herein, the applicable customer agreement remains in full force and effect.

11. POLICY MODIFICATIONS

NexNodo may modify this Refund Policy from time to time.

Material modifications may become effective upon publication, customer notification, dashboard notice, platform publication, checkout notice, or equivalent commercially reasonable communication mechanisms implemented by NexNodo.

Continued use of the Services following policy effectiveness constitutes acceptance of the revised Policy to the extent permitted under the applicable customer agreement.

12. CONTACT

Questions relating to refund eligibility, runtime calculations, early termination treatment, billing corrections, automated refund processing, payment disputes, chargebacks, or equivalent commercial matters may be directed to:

support@nexnodo.com

  • or equivalent contact channels designated by NexNodo from time to time.
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