Refund Policy

Effective Date: March 15, 2026 Last Updated: June 2026

This Refund Policy applies to all payments made by Clients for access to the Nexinev platform, website (www.nexinev.com), and associated services (collectively, the "Platform"), operated by Spack Solutions Private Limited ("the Company"). This Policy should be read together with our Terms of Service, and in the event of any conflict, the Service Agreement executed with the Client shall govern.

1. Nature of Services

Nexinev is a business-to-business (B2B) software platform provided on a custom, contract-based pricing model. There is no standard retail transaction or one-time purchase; access is provided under a Service Agreement negotiated individually with each Client.

2. General Refund Position

Fees paid for access to the Platform are non-refundable, except where:

• The Company is in material breach of its obligations under the Service Agreement and fails to cure such breach within the notice period specified therein; or

• The applicable Service Agreement expressly provides for a refund, credit, or pro-rated adjustment under specified conditions (for example, service credits tied to an uptime SLA).

This position aligns with, and does not expand upon, the refund terms set out in Section 4.5 of our Terms of Service.

3. Requesting a Refund

To request a refund, the Client must submit a written request to support@nexinev.com, including:

• The Client's account/entity name and invoice number(s) in question

• A description of the basis for the refund request

• Supporting documentation, where applicable (e.g., correspondence, incident logs, SLA reports)

4. Review and Processing

• The Company will acknowledge a refund request within 5 business days of receipt.

• Valid refund requests will be reviewed against the terms of the applicable Service Agreement. The Company may request additional information before making a determination.

• Where a refund or service credit is approved, it will be processed within 15 business days of approval, credited to the original mode of payment or adjusted against future invoices, at the Company's discretion, unless otherwise agreed in writing.

5. Non-Refundable Circumstances

Refunds will not be issued where:

• The Client terminates the Service Agreement for convenience (see Section 10.2 of the Terms of Service);

• The Client's access is suspended or terminated due to non-payment or breach of the Terms of Service;

• The request relates to dissatisfaction with features, customizations, or timelines that were not contractually guaranteed in the Service Agreement.

6. Disputes

Any dispute regarding a refund decision will first be addressed through good-faith negotiation under Section 13.1 of the Terms of Service, and thereafter through arbitration under Section 13.2, seated in Hyderabad, Telangana, India.

7. Contact

For refund-related queries, contact: Nexinev — Legal & Support Team Email: support@nexinev.com