Summary
| situation | outcome |
|---|---|
| Cancel before the mapping phase starts | 100% of everything paid |
| Cancel after mapping, before build starts | Everything paid, less the mapping fee for the document you keep |
| Cancel mid-build | All amounts paid for work not yet performed; completed milestones are non-refundable |
| We fail a milestone and cannot remediate | Full refund of that milestone |
| We terminate for our own reasons | Full refund of unperformed work, plus free transition assistance |
| Embedded squad | Cancel any time on 30 days' notice; the current paid month is served in full, not refunded |
| Technical audit, once delivered | Not refundable — but fully credited against a build if you proceed |
Before any work starts
Paid a deposit and changed your mind before the mapping session happens? Tell us in writing and we refund 100%. No conditions, no fee, no explanation needed.
We only ask that you tell us as soon as you know, because a deposit reserves engineering capacity we then hold for you.
After mapping, before build
Mapping produces a written scope document — architecture, deliverables, exclusions, timeline, fixed price. That is genuine work product and it is yours to keep. Take it to another studio or build from it yourself.
Decide not to proceed at this point and we refund everything paid less the mapping fee stated in your scope document. Where mapping was included at no charge as part of a package, we deduct nothing.
During a build
- Completed, delivered milestones are not refundable. The work exists and you keep it, including source, once amounts due are settled.
- Anything paid ahead for work not yet performed is refunded in full.
- Work in progress on the current milestone is assessed honestly against that milestone's agreed deliverables. We invoice or refund the difference and show the calculation.
- Non-cancellable third-party commitments made on your instruction — licences, prepaid cloud reservations, hardware — are not refundable, because we cannot recover them either. These are always identified in your scope document before being incurred.
Cancellation requires 30 days' written notice under our Terms. During that period we either continue delivering or wind down and prepare handover, whichever you prefer.
Technical audits
The audit is a fixed fee for a fixed deliverable: a written report and a walkthrough call. Once the report is delivered it is not refundable, because you have the thing you bought.
If you proceed to a build within six months, the entire audit fee is credited against it. If the audit concludes you should not build — which happens roughly one time in six — you still keep the report, and we would rather have told you than taken the build budget.
If we do not deliver
If we fail to deliver a milestone materially conforming to agreed scope, tell us in writing. We will:
- acknowledge within two business days;
- agree a written remediation plan within five business days;
- correct the non-conformity at no additional cost.
If we cannot bring it into conformity within the agreed remediation period, you may reject that milestone, receive a full refund of it, and terminate without further liability. This is in addition to the 90-day conformity warranty in our Terms.
If we terminate for reasons that are not your fault — capacity, conflict of interest, a change in our business — we refund all fees for unperformed work and provide handover and transition assistance free.
Embedded squads
Squads bill monthly in advance and may be cancelled at any time on 30 days' written notice.
- The month already paid is served in full and not refunded — capacity is reserved whether or not you use it.
- No refund for unused capacity within a month, and it does not roll over unless your agreement says so.
- If we miss an agreed response SLA in a month, we credit a proportionate share against the next invoice, or refund it if you are leaving.
What is never refundable
- Deliverables completed, delivered and accepted, or used in production.
- Third-party costs already incurred and unrecoverable: cloud usage, licences, domains, paid APIs.
- Work performed against an approved scope or change order that you later decided you no longer wanted.
- Delays caused by access, content, approvals or decisions not arriving within agreed timeframes.
- Dissatisfaction with an outcome that matches the agreed scope document. If the scope was wrong we will happily quote a change order — but what was delivered is what was ordered.
Requesting a refund
Email billing@nexvraw.com with subject "Refund request" and include your company name, the project or invoice reference, the amount you believe is refundable, and why.
| step | timeframe |
|---|---|
| Acknowledgement | Within 2 business days |
| Written decision with the calculation shown | Within 10 business days |
| Payment issued once approved | Within 10 business days of the decision |
| Funds landing | Typically 3–10 business days, depending on your bank |
Refunds go to the original payment method in the original currency. Where that is impossible we issue a bank transfer. We deduct no administrative fee. Card processing fees we cannot recover from the processor may be deducted, and we will show the amount.
Disagreements
Reply to the decision and ask for a review. Someone not involved in the original decision will reconsider it and respond within 10 business days with a final written position.
If we still disagree, our Terms require both parties to attempt good-faith resolution for 30 days before formal proceedings.
Please talk to us before filing a chargeback. A chargeback on an invoice we have not had a chance to discuss freezes funds on both sides for months. Nearly every dispute we have seen was a scope misunderstanding that an email resolved in a day.
Changes
We may update this policy. The version in force for your engagement is the one published when your scope document was accepted, and we will supply that version on request. Changes never apply retroactively to agreed work.
Contact
Refunds and billing: billing@nexvraw.com
General: hello@nexvraw.com
NEXVRA
30 N Gould St, Ste R, Sheridan, WY 82801, United States
Last updated September 10, 2026. NEXVRA may revise this document; the version at nexvraw.com/refund-policy/ is always the one in force. Material changes affecting active engagements are notified by email at least 30 days before taking effect.
Questions: legal@nexvraw.com