Legal

Refund Policy

Last updated: April 24, 2026

Summary

Full refund if the scan has not started within 24 hours of payment. No refund once a scan has initiated. Bundle credits unused after 12 months expire without refund.

1. Eligibility for refund

✓ Full refund eligible

  • Scan has not started (status: PENDING or QUEUED) and request made within 24 hours of payment.
  • Scan failed to complete due to a platform error on our side and re-run is not desired.
  • Duplicate payment charged for the same scan.

✗ Not eligible for refund

  • Scan has started (status: RUNNING, AWAITING_REVIEW, or COMPLETE).
  • Domain verification failed because you did not own or control the domain.
  • You disliked the findings (automated tools cannot guarantee all vulnerabilities are found).
  • Bundle credits not used within 12 months of purchase.
  • More than 24 hours have elapsed since payment for a scan that has not started yet, unless due to a platform issue.

2. How to request a refund

Email us at support@nexusvoidai.com with:

  • Your order/scan ID
  • The email address used for purchase
  • Reason for refund request

We will review and respond within 3 business days. Approved refunds are processed back to the original payment method within 5–10 business days depending on your bank.

3. Platform failures

If a scan fails due to a technical error on our platform (e.g., scanner crash, infrastructure outage), we will first offer to re-run the scan at no charge. If you prefer not to re-run, a full refund will be issued regardless of how much of the scan completed.

4. Bundle credits

Bundle purchases include 3 scan credits valid for 12 months from purchase date. Unused credits at expiry are forfeited. Credits are non-transferable and cannot be converted to cash. If you wish to extend expiry due to exceptional circumstances, contact support.

5. Chargebacks

Initiating a chargeback without first contacting us may result in immediate account suspension. We encourage you to contact support first — most issues are resolved quickly.

6. Contact

Refund requests and questions: support@nexusvoidai.com