Fair Usage Policy
Since we provide unlimited revisions and ensure you get the maximum out of our services, we mean a maximum of 30 revisions on a project after which it will cost more.
Refund Policy / Money Back Guarantee
Our refund and cancellation policies are made to provide maximum security to the Client and Company. The following terms will be applied in the event an order is canceled unless NXT LABS cancels or terminates your contract for a reason other than breach or non-performance.
All refund requests will be fulfilled as per the following arrangement:
General Refund Policy
In case of a dispute, we highly encourage our clients to discuss their concerns or simply make a request for a refund, and we will be able to answer your inquiry amicably.
Cancellation: You are eligible for a full refund (less a 10% processing fee) if the order is canceled within 24 hours of order placement. This policy will not be applicable if the product research report is shared with you, brand name suggestions and logo design concepts are shared with you, or revisions are requested within the mentioned timeframe. Similarly, no refund requests will be entertained after the mentioned timeframe due to a change of mind.
Pre-delivery Refund: If a request for a refund is made before the product research is proposed/brand name suggestions and logo design concepts have been shared, then you would be eligible for a Full Refund (less 10% service & processing fee).
Post-delivery Refund: If you ask for a refund before the store is live or marketing has started, you are eligible for a 50% refund (less a 10% service and processing fee).
If a request for a refund is made after the store is live but marketing has not been initiated, you would be eligible for a refund of the 3 months marketing budget depending on the amount that you have invested with us for the marketing of your store. (less a 10% service & processing fee).
No refund request will be entertained after 120 hours of your initial delivery, however, since we believe in 100% customer satisfaction, you’re encouraged to contact us in case of any concerns.
Order Inactivity: No refund request will be entertained if you have not taken any action on your order for 30 days after placing your order. However, if you want to reactivate your content order, you will be charged a certain fee depending on your project.
Final Deliverables: No refund requests will be entertained after the Amazon/Shopify/Walmart store is live. Similarly, once the marketing calendar is approved and marketing is initiated on the marketing platforms no refund request will be entertained.
Custom Packages: For NXT LABS, a custom package refund will be applicable as it is for single packages. For example, if you order a video creation and marketing plan and approve the video, you can claim a refund for the marketing plan only.
Refund Reasons: A refund request will need to have a valid reason which must be qualified against the brief and customer feedback for revisions. Unless a concept has not been contented according to the brief, a refund will not be given, however, further revisions will be provided until complete satisfaction.
Good Faith: Money-back guarantee is based on the term that the order is placed in good faith. When a customer has placed orders with more than one agency for the same job to claim a refund, we do not consider it good faith. In such a case, we reserve the right to decline a refund request.
Customer Feedback: All jobs require customer feedback before finalization; therefore, it is only fair that the customer gets involved and provides feedback to get the desired results.
Unique Content: A 100% unique content guarantee entitles you to re-draw if our contented service is found considerably similar to the one that may already exist. Any resemblance to an existing concept will be merely a coincidence and NXT LABS will not accept any responsibility or claim of any compensation in such a case. It is the client’s responsibility to get their work copyrighted.
Specific Service Refund Policies
Amazon/Shopify/Walmart: No refund request will be entertained once the Amazon Seller Account | Walmart Seller Central Account | Shopify Store is live.
Marketing: No refund request will be entertained once the marketing plan is shared or revisions are requested.
Final Approval: Before we go live with any of our services, we send our clients a final approval email and no refund request will be entertained once we have your final approval.
All refund requests should be communicated to the support department. NXT LABS, based on the violation of your user agreement reserves the right to approve/disapprove your request on an individual case-to-case basis.
How to claim your refund
To ensure your refund request is approved, please make sure you meet the following requirements.
Claim your refund specifying your concern by contacting us via any of the following two modes:
Call On Toll-Free: +1 (302) 208 7208
Email Us On: [email protected]
We will try to resolve your concern with our revision policy immediately or else will email you a refund request approval from our billing department.
After the refund, your content rights will be obtained.
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