Refund Policy

NebulaHex sells subscription access to its Software-as-a-Service product, billed in advance for each billing period. This Refund Policy describes how we handle refund requests, what is and is not eligible for refund, and how cancellations affect billing. This policy works in conjunction with our Terms of Service and is subject to the terms of our payment processor, Paddle.com Inc., who acts as Merchant of Record.

Subscriptions are billed in advance — either monthly or annually, depending on the plan you select. Each billing period begins on the date of charge and ends one billing cycle later. Charges for the current billing period are non-refundable except as described in Section 04 below.

You may cancel your subscription at any time from your account dashboard or by emailing billing@nebulahex.com. Cancellation takes effect at the end of the current billing period — you continue to have access to the Service until that date, after which your account moves to a free tier (or is deactivated, per your selection).

Cancellation prevents future charges. It does not refund the current billing period.

NebulaHex does not offer routine refunds for the current billing period or for past billing periods. We do not offer money-back guarantees, satisfaction guarantees, or trial-based refunds.

We may issue a refund at our discretion in the following exceptional circumstances:

• A billing error on our side (duplicate charges, charges after confirmed cancellation, or amounts not matching your subscription plan).
• A service outage that materially affected your ability to use the Service for an extended period.
• A regulatory requirement in your jurisdiction that overrides our standard policy.

If you believe one of these conditions applies to you, contact billing@nebulahex.com with a description of the circumstance and your subscription details. We aim to respond within 5 business days.

When a refund is approved, it is processed by Paddle.com Inc., our Merchant of Record. The refund is issued to the original payment method (card, bank account, or PayPal). Processing typically takes 5–10 business days to appear on your statement, depending on your bank or card issuer.

If you no longer have access to the original payment method (closed card, closed bank account), contact billing@nebulahex.com and we will coordinate with Paddle to find an alternative.

NebulaHex currently does not offer paid trial periods. Free-tier plans are available without payment information; these are not subject to refund because no charge has been made.

If you use NebulaHex’s Bring Your Own Key (BYOK) feature, you are billed by NebulaHex for our subscription and separately by your AI provider (Anthropic, OpenAI, or other) for usage charges through your own account.

NebulaHex cannot refund AI-provider charges incurred through your BYOK account. Refund eligibility for those charges is governed by your direct contract with the AI provider. NebulaHex’s refund obligations are limited to NebulaHex subscription charges.

If we are unable to resolve a refund question through email, you may file a billing dispute with your card issuer or bank. Such disputes are handled by Paddle.com Inc. as Merchant of Record. We ask that you contact us first via billing@nebulahex.com before initiating a dispute, since most issues resolve faster through direct communication.

Disputes initiated without prior contact may result in immediate suspension of your account pending resolution.

We may update this Refund Policy from time to time. Material changes (those that affect your existing refund rights) will be announced via email to your account email address at least 30 days before they take effect. Continued use of the Service after a material change constitutes acceptance.

For refund questions or to request a refund under Section 04: billing@nebulahex.com.

For general billing questions not related to refunds: billing@nebulahex.com.

For account, technical, or other questions: support@nebulahex.com.

For privacy questions about billing data: privacy@nebulahex.com.