1. Overview
Nexus Forensics wants customers to have a clear path for billing questions, cancellations, and refund requests. This policy applies unless a signed agreement with Nexus Forensics Inc. states different refund terms.
2. Purchases processed by FastSpring
Online purchases may be sold and processed by FastSpring, our authorized Merchant of Record. For these transactions, FastSpring is the seller responsible for payment processing, applicable sales taxes, transaction security, billing, and payment-related refunds. The purchase transaction is subject to FastSpring's Terms of Sale, while use of Nexus Forensics software remains subject to the Nexus Forensics Terms and Conditions and applicable software license terms.
3. How to request a refund
For product-related questions, technical problems, or a refund request, contact sales@nexus-forensics.ca with the purchaser name, email address, FastSpring order number if available, product purchased, date of purchase, and reason for the request. For billing, payment, or subscription-management assistance, customers may also use the links in their FastSpring receipt or visit FastSpring Buyer Support. Nexus Forensics may review the product-related circumstances and process or recommend a refund through FastSpring where appropriate.
4. 14-day refund window
Refund requests made within 14 days of the initial purchase are eligible for review and may be approved, subject to applicable law, FastSpring's policies, and evidence of misuse, abuse, or violation of the Terms and Conditions. This is Nexus Forensics' standard discretionary review window and does not restrict FastSpring's authority as Merchant of Record or any mandatory consumer rights.
After 14 days, refund requests are reviewed on a case-by-case basis. Factors may include whether the software was activated or used, the length of use, the nature of the issue, support history, subscription status, and any legal rights that apply.
5. Refund amounts and extended use
Unless a partial refund is agreed upon or permitted by applicable law, an approved refund will ordinarily cover the amount authorized for refund through the original payment transaction. Taxes and currency conversions are handled through the Merchant of Record and applicable payment networks. Nexus Forensics does not charge customers a separate refund-processing fee.
Use of the software beyond 14 days, including use on day 15 or later, may be considered when determining whether a discretionary refund is approved or whether a partial refund is appropriate. This does not limit any mandatory refund, cancellation, or withdrawal rights under applicable law.
6. Technical or product issues
If a technical issue or material product defect prevents you from using the purchased product as described, contact Nexus Forensics first so we can attempt to resolve the issue. Because Nexus Forensics products are designed for local-first evidence workflows, troubleshooting may require information about your software version, license status, operating environment, and error messages, but Nexus Forensics does not require custody of your evidence files to review a billing or refund request.
If the issue cannot be resolved within a reasonable time, a refund may be approved where appropriate or required by law.
7. Subscriptions and cancellations
You may cancel a subscription to prevent future renewal charges by using the subscription-management link supplied by FastSpring or by contacting the appropriate support channel. Cancellation normally takes effect at the end of the current paid billing period and does not ordinarily refund that billing period unless otherwise stated at checkout, agreed in writing, or required by law. Access may continue until the end of the paid term unless a refund, chargeback, license violation, or applicable law requires earlier termination.
8. Non-refundable situations
Refunds may be declined for completed billing periods, failure to cancel before renewal, misuse of the software, violation of the Terms and Conditions, or repeated refund abuse. This does not limit any non-waivable rights you may have under applicable consumer protection law.
9. Processing approved refunds
Approved refunds are usually returned to the original payment method where possible. Timing may depend on FastSpring, the payment method, banks, card networks, and applicable law.
10. Statutory rights
Nothing in this policy limits mandatory refund, cancellation, or withdrawal rights that apply under local consumer protection laws.