Refund Policy

This Refund Policy explains how refunds are handled for TripleS Nexus subscriptions and services. By subscribing to our Service, you agree to this policy.

1. 30-Day Money-Back Guarantee

We offer a 30-day money-back guarantee for all new subscriptions. This guarantee applies to:

• Your first subscription payment (initial purchase)
• All paid plans (Starter, Team, Business, Studio Pro, Enterprise)
• Add-on modules purchased with your initial subscription

To be eligible for a refund under the 30-day guarantee:

• You must request the refund within 30 days of your initial payment
• The refund request must be submitted via email to info@triplesnexus.com
• You must include your account email and transaction details

Refunds under the 30-day guarantee are processed in full, including any applicable taxes. No questions asked-if you're not satisfied, we'll refund your money.

2. How to Request a Refund

To request a refund, please follow these steps:

1. Send an email to info@triplesnexus.com with the subject line "Refund Request"
2. Include the following information:
   • Your organization name
   • The email address associated with your account
   • The date and amount of the charge
   • Transaction ID or receipt number (if available)
   • Reason for the refund request (optional, but helpful)
3. Wait for confirmation: We will respond within 5 business days to acknowledge your request

You can also request a refund by contacting us through your account dashboard or by canceling your subscription within the 30-day period.

3. Processing Time

Once your refund is approved:

• Review Time: We typically review refund requests within 5 business days
• Processing Time: Approved refunds are processed within 5-10 business days
• Bank Processing: It may take an additional 3-5 business days for the refund to appear in your account, depending on your bank or card issuer

Refunds are processed to the original payment method used for the purchase. If the original payment method is no longer available, we will work with you to arrange an alternative refund method.

4. What's Not Refundable

The following are not eligible for refunds:

• Add-ons Used: Add-on modules that have been actively used during the billing period
• Enterprise Custom Work: Custom development, integrations, or services provided as part of Enterprise agreements
• Refunds After 30 Days: Subscriptions canceled after the 30-day guarantee period (except as noted below)
• Partial Periods: We do not provide partial refunds for unused portions of your subscription period
• Third-Party Fees: Any fees charged by payment processors or financial institutions

Exceptions: We may make exceptions at our sole discretion for:

• Technical failures on our side that prevented significant use of the Service
• Duplicate or erroneous charges
• Circumstances required by applicable consumer protection laws

If you believe you qualify for an exception, please contact us with details of your situation.

5. Cancellation vs. Refund

It's important to understand the difference between cancellation and refund:

You can cancel your subscription without requesting a refund. Cancellation prevents future charges but does not refund amounts already paid (unless within the 30-day guarantee period).

6. Payment Provider

All payments for TripleS Nexus are processed securely through Paddle, our payment service provider. When you request a refund:

• We process the refund through Paddle to your original payment method
• Paddle handles the actual transfer of funds to your bank or card issuer
• Refund timing depends on Paddle's processing and your financial institution
• We may share relevant transaction information with Paddle to process your refund

If you have questions about the refund process or timing, please contact us. We work closely with Paddle to ensure refunds are processed promptly and correctly.

7. Chargebacks

We strongly encourage you to contact us directly before initiating a chargeback with your bank or card issuer. Chargebacks:

• May result in immediate suspension of your account
• Can delay the resolution process
• May incur additional fees
• Can affect your ability to use our Service in the future

If you have a billing dispute, please contact us first at info@triplesnexus.com. We're committed to resolving issues fairly and promptly. Most billing issues can be resolved quickly through direct communication.

8. Contact Information

For refund requests, questions about this policy, or billing inquiries, please contact us:

We aim to respond to all refund requests within 5 business days. For urgent matters, please indicate "URGENT" in your email subject line.

9. Changes to This Policy

We may update this Refund Policy from time to time. We will notify you of any material changes by updating the "Last updated" date at the top of this page and, where appropriate, by email or in-app notification. Your continued use of the Service after changes to this policy constitutes acceptance of the updated policy.