LEGAL

Refund Policy

Last Updated: August 18, 2026

This Refund Policy ("Policy") governs refund eligibility, wallet refund treatment, refund request procedures, billing reconciliation, payment reversals, wallet administration, and related commercial 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, Marketplace Terms, Enterprise Agreement, Order Form, or equivalent customer agreement governing 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 pay-as-you-go prepaid wallet billing model for applicable services.

Refund treatment under the NexNodo platform generally relates to:

  • eligible remaining wallet balances;
  • billing corrections;
  • commercial adjustments;
  • payment reversals;
  • operational remediation;
  • or equivalent commercially reasonable refund treatment.

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

Customers may be required to actively request refunds using available NexNodo billing interfaces, refund workflows, or equivalent operational procedures designated by NexNodo from time to time.

2. WALLET REFUND ELIGIBILITY

Refund eligibility under the NexNodo platform is generally limited to eligible remaining wallet balances.

Consumed usage, active runtime consumption, expired consumption, negative balances, chargeback exposure, fraud losses, commercial adjustments, processor fees, taxes, or equivalent operational deductions may reduce or eliminate refund eligibility.

Customers acknowledge that active resources continue consuming wallet balances while operational. Charges accrued during any applicable payment grace period constitute consumed service usage and are not unused Wallet funds eligible for refund.

Resources that have completed checkout but have not been Activated or provisioned do not consume infrastructure capacity and do not generate infrastructure runtime charges. Resource configurations maintained solely as non-billable placeholders are not considered active resources for billing purposes.

Unactivated resources and resource placeholders that have completed checkout but have not been provisioned do not constitute active resource consumption and do not generate infrastructure runtime charges.

Accordingly, wallet refunds are generally available only after completion of applicable resource shutdown and deletion requirements described in this Policy.

3. RESOURCE DEPROVISIONING REQUIREMENT

As a condition of refund eligibility, Customers must first stop, deprovision, terminate, delete, remove, or otherwise fully deactivate all active and provisioned resources associated with the applicable account.

This requirement may include, where applicable:

  • VPS instances;
  • GPU infrastructure;
  • Kubernetes clusters;
  • GPU Kubernetes clusters;
  • storage allocations;
  • Marketplace deployments;
  • AI infrastructure services;
  • networking resources;
  • persistent workloads;
  • attached volumes;
  • or equivalent operational resources.

Refund eligibility generally becomes available only after all applicable billable resource consumption has ceased and the applicable provisioned infrastructure has been successfully deprovisioned.

Resources that have completed checkout but have never been Activated or provisioned, or resource configurations remaining within Resource Management solely as non-billable placeholders, do not constitute active infrastructure resources for purposes of this Section.

NexNodo may reject, suspend, defer, or deny refund requests submitted while active or otherwise billable provisioned resources remain operational.

Customers acknowledge that deprovisioning is irreversible with respect to the provisioned infrastructure and that the consequences described in Section 4 apply when an infrastructure resource is stopped, deprovisioned, terminated, deleted, removed, or otherwise released.

4. DEPROVISIONING AND PERMANENT DATA DELETION

Customers acknowledge and agree that stopping, deactivating, terminating, deleting, removing, or otherwise deprovisioning an applicable infrastructure resource causes the provisioned infrastructure to be released and results in permanent and irreversible deletion of the applicable provisioned resource and the data and operational state associated with that resource.

Such deletion may include, without limitation:

  • virtual machine data;
  • operating system state;
  • Kubernetes cluster state;
  • Customer workloads;
  • application data;
  • configuration state;
  • deployment artifacts;
  • locally stored data;
  • ephemeral storage;
  • resource metadata;
  • networking state;
  • attached resource state;
  • and other information maintained within or directly associated with the deprovisioned infrastructure,

except for data or services expressly identified by NexNodo as separately persistent and subject to separate storage or retention treatment.

Once deprovisioning has been successfully completed, the applicable compute, GPU, memory, storage, networking, or other infrastructure capacity is released and may immediately become available for allocation to other Customers.

Any resource configuration that remains visible within the Customer's Resource Management interface following deprovisioning constitutes a configuration placeholder only. Such placeholder does not contain or preserve the previously provisioned infrastructure, Customer data, operating system state, cluster state, workloads, or other deleted information.

Reactivation or reprovisioning of a placeholder creates a new infrastructure provisioning request and is subject to infrastructure availability at that time. NexNodo does not guarantee that previously used infrastructure capacity, hardware, GPU capacity, configuration, Data Center capacity, region, or equivalent resources will remain available.

Customers are solely responsible for creating backups, exporting data, preserving configurations, migrating workloads, and completing any other data retention activities before initiating a Stop, Deactivate, Delete, Terminate, or equivalent deprovisioning action.

Customers should not initiate deprovisioning unless all data and configurations they wish to preserve have been backed up or exported to separately persistent storage.

NexNodo shall not be responsible for data loss, workload loss, configuration loss, application loss, storage loss, or equivalent operational consequences resulting from Customer-initiated deprovisioning, resource deletion, refund eligibility actions, wallet exhaustion events, billing enforcement actions, or equivalent actions permitted under the applicable NexNodo agreements.

5. MANUAL REFUND REQUEST PROCESS

Refund requests may be initiated through the NexNodo billing interface, refund controls, dashboard functionality, support workflows, or equivalent operational interfaces designated by NexNodo.

Where supported operationally, the NexNodo platform may provide a visible Refund button or equivalent refund request mechanism within applicable billing interfaces.

Submission of a refund request does not guarantee refund approval.

Refund requests may be subject to:

  • wallet reconciliation;
  • resource validation;
  • consumption verification;
  • negative balance review;
  • payment validation;
  • fraud screening;
  • sanctions screening;
  • commercial adjustment review;
  • or equivalent operational validation treatment.

6. REFUND CALCULATION AND WALLET RECONCILIATION

Eligible refund amounts may be determined using commercially reasonable reconciliation methodologies.

Refund calculations may reasonably account for:

  • remaining wallet balance;
  • active consumption reconciliation;
  • negative balances;
  • grace period exposure;
  • billing corrections;
  • payment reversals;
  • chargebacks;
  • processor fees;
  • tax treatment;
  • inactivated resources;
  • resources awaiting Customer-initiated activation;
  • Customer-initiated resource stops or deactivations;
  • commercial adjustments;
  • or equivalent commercially relevant variables.

Where wallet balances are negative, outstanding negative balances may be offset against otherwise eligible refund amounts.

7. REFUND EXECUTION

Approved refunds may be processed through:

  • Stripe;
  • supported payment processors;
  • payment rails;
  • or equivalent payment systems designated by NexNodo from time to time.

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

Refund timing may depend upon:

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

NexNodo does not guarantee immediate completion of approved refunds.

8. NON-ELIGIBLE REFUND CATEGORIES

Unless otherwise required by applicable law or expressly approved by NexNodo, refund treatment may be unavailable for:

  • consumed infrastructure usage;
  • active resource consumption;
  • undeleted resources;
  • negative wallet balances;
  • fraudulent activity;
  • payment disputes;
  • chargeback exposure;
  • policy violations;
  • sanctions restrictions;
  • commercial abuse;
  • or equivalent commercially unreasonable circumstances.

Nothing herein obligates NexNodo to refund charges associated with operational resource usage already consumed by the Customer.

9. PAYMENT DISPUTES, CHARGEBACKS, AND ABUSE PREVENTION

Customers may not improperly reverse charges, exploit wallet mechanics, abuse refund workflows, manipulate refund requests, evade legitimate payment obligations, or otherwise interfere with commercially reasonable billing operations.

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

  • delay refunds;
  • suspend refund processing;
  • restrict platform functionality;
  • require additional verification;
  • restrict wallet functionality;
  • freeze wallet balances;
  • suspend services;
  • terminate resources;
  • or implement equivalent commercially reasonable risk mitigation measures.

Nothing herein limits NexNodo's right to:

  • contest chargebacks;
  • provide billing evidence;
  • provide wallet transaction records;
  • provide runtime records;
  • provide deployment records;
  • provide consumption evidence;
  • or otherwise defend commercially valid transactions through Stripe, financial institutions, or equivalent payment processors.

10. FRAUD, POLICY VIOLATIONS, AND COMMERCIAL EXCLUSIONS

Refund eligibility may be denied, delayed, limited, reduced, suspended, or conditioned where NexNodo reasonably determines that applicable activity involves:

  • fraudulent conduct;
  • commercial abuse;
  • wallet manipulation;
  • refund abuse;
  • identity abuse;
  • payment abuse;
  • policy violations;
  • malicious activity;
  • sanctions restrictions;
  • export control restrictions;
  • security concerns;
  • or equivalent operational, legal, or commercial risks.

Customers suspended or terminated under 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.

11. WALLET CLOSURE AND ACCOUNT TERMINATION

Customers requesting full wallet refunds acknowledge that completion of refund eligibility requirements may require:

  • termination of active infrastructure resources;
  • deletion of deployments;
  • cessation of billable activity;
  • closure of active resource consumption;
  • and equivalent operational cleanup activities.

Where applicable, NexNodo may require completion of commercially reasonable account reconciliation activities before final wallet closure.

Nothing herein obligates NexNodo to maintain dormant wallets, inactive infrastructure environments, residual storage allocations, abandoned resources, or equivalent operational environments following account closure, termination, or approved refund completion.

12. 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;
  • Acceptable Use Policy;
  • AI Acceptable Use Policy;
  • Security Policy;
  • and equivalent NexNodo policies.

To the extent of direct conflict between this Policy and an executed Enterprise Agreement, negotiated commercial arrangement, Order Form, or equivalent written agreement, 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.

13. POLICY MODIFICATIONS

NexNodo may modify this Refund Policy from time to time.

Material modifications may become effective upon:

  • publication;
  • dashboard notice;
  • billing page notice;
  • checkout notice;
  • customer notification;
  • or equivalent commercially reasonable communication mechanisms.

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

14. CONTACT

Questions relating to:

  • wallet balances;
  • refund eligibility;
  • resource deletion requirements;
  • refund requests;
  • billing reconciliation;
  • chargebacks;
  • wallet closure;
  • or equivalent refund matters

may be directed to:

billing@nexnodo.com

← Back to Legal Documents