Nexthorne

RefundPolicy

Last Updated: May 25, 2026

We want to make sure your financial transaction experience with NEXthorne is seamless, fair, and fully protected under international payment systems.

1. Policy Overview

At NEXthorne, we strive to build long-term development partnerships and deliver high-performance software, Agentic AI, and scalable SaaS applications. Because our deliverables consist of custom services, digital assets, and bespoke engineering time, our financial operations and refund processes are structured to be fair, transparent, and compliant with major card networks and international payment channels (including WorldFirst and Airwallex).

This Refund Policy outlines the eligibility criteria, refund process, and conditions under which payments can be returned. By engaging NEXthorne for any service or project milestone, you acknowledge and agree to these terms.

2. Custom Software & AI Development

Bespoke software development projects (including Web Development, Mobile Apps, Agentic AI platforms, and SaaS engineering) are segmented into progressive development milestones (e.g., Discovery, UI/UX Design, Front-end & Back-end coding, Quality Assurance, and Final Deployment).

Phase 1: Discovery & Planning

If a project is cancelled by the client before any active planning, research, or design work has commenced, the initial deposit is eligible for a 100% refund (minus credit card processing fees or international wire transfer charges). Once active discovery meetings or system design documents are initiated, the planning fee is non-refundable.

Phase 2: UI/UX Design & Architecture

If a cancellation request is submitted during the UI/UX design or database architecture stage, the client is eligible for a partial refund of up to 50% of the design milestone fee. Once the client explicitly approves the UI/UX prototypes and wireframes, the design fee becomes fully non-refundable.

Phase 3: Active Coding & Development

Payments made for completed and approved development milestones are strictly non-refundable. If a project is cancelled mid-development phase, NEXthorne will calculate the developer hours logged for the active sprint. Any remaining unearned balance from that phase's advance deposit will be returned to the client, while hours already spent are non-refundable.

3. Hourly Services & Dedicated Developers

For clients operating under retainer models, IT consulting, hourly support packages, or dedicated developer placements:

  • Pre-paid Hours: Unused hours that have been pre-paid in a retainer block can be fully refunded upon written cancellation request with a 15-day notice period.
  • Logged Hours: Any engineering, coding, debugging, or meeting hours that have already been logged by our developers and presented in timesheets are completely non-refundable.

4. SaaS Subscriptions & Digital Assets

Where NEXthorne licenses standard software components, digital education templates, or ready-made SaaS subscriptions:

  • 14-Day Refund Window: We offer a 14-day refund window for standard license purchases if the product is found to be critically defective, non-functional, or significantly different from the advertised specifications.
  • Resolution Period: Prior to issuing a refund, our technical support team must be given five (5) business days to attempt to troubleshoot, patch, or resolve the software issue. If we are unable to restore core functionality within this period, a full refund of the product purchase price will be issued.

5. Compliance, Card Networks & Anti-Fraud Rules

In strict compliance with WorldFirst, Airwallex, and international banking regulations regarding the prevention of money laundering, fraud, and merchant card abuse:

  • Original Payment Method Only: All approved refunds must be credited back exclusively to the exact same bank account, credit card, or payment profile used to initiate the original transaction. We cannot process refunds to alternative bank accounts or different cardholders.
  • Currency Conversions: Refunds will be issued in the original billing currency (typically USD, GBP, or EUR). NEXthorne is not responsible for any differences in refunded amounts resulting from exchange rate fluctuations or client bank currency-conversion fees.
  • Dispute Resolution: If you experience any billing discrepancies, we strongly request that you contact us at nexthorne@gmail.com directly to resolve it rather than initiating a formal bank chargeback. NEXthorne resolves genuine disputes promptly; chargebacks filed in bad faith violate our terms and may lead to immediate termination of all active code hosting, system access, and intellectual property handovers.

6. How to Request a Refund

To initiate a refund request, you must submit a written ticket to our billing desk. Please provide the following details:

  • 1. Subject Line: Refund Request - [Your Company Name] - [Invoice Number]
  • 2. Project Identifier: Project name or service description.
  • 3. Transaction Reference: Date of payment and payment platform used (e.g., Bank Transfer, Credit Card).
  • 4. Reason for Request: A detailed explanation of why the refund is being requested, including any relevant technical logs, screenshot links, or milestone discrepancies.

Processing Time:

Once your request is received, our billing and project management boards will review it within three (3) business days to confirm milestone status and hourly logs. Approved refunds are processed immediately, and funds typically arrive back in your bank account or card balance within 5 to 10 business days, depending on your financial institution's processing cycles.

7. Contact Billing Support

If you have any questions regarding your invoices, payment milestones, currency exchanges, or this Refund Policy, please contact our financial desk:

NEXthorne Billing Operations

Email: nexthorne@gmail.com

Phone: +4407763952712 (UK) / +923194821372 (PK)

United Kingdom Address: London, UK

Pakistan Address: Plaza number 41, Chanab Market, Faisalabad, Pakistan