Refund Policy
Last updated: 11 August 2026
Review before publishing. The windows and conditions below are a reasonable starting point, not legal advice, and they are commitments to your customers once this page is live. Change anything that does not match how you intend to operate. Note that consumers in the UK and EEA have statutory cancellation rights that a policy cannot remove.
This policy explains when we refund, when we do not, and how to ask. It applies to every service bought from Nexov's Gateway.
1. Summary
| Situation | Outcome |
|---|---|
| Content not removed, and no removal achieved | Full refund |
| We never started the work | Full refund |
| Cancelled before work begins | Full refund |
| Cancelled after work begins | Partial, based on work done |
| Partial removal (some targets down, some not) | Pro-rata for the unremoved items |
| Content removed, then republished by a third party | Case by case; new engagement may be quoted |
| Request declined under Terms section 4 | Refund less work already done |
| You gave inaccurate information about your basis | No refund |
| Overpayment or duplicate payment | Difference refunded |
2. When you get a full refund
- Nothing came down. If we achieve no removal on the agreed scope, you get everything back. This is the core commitment: you are paying for an outcome.
- We never started. If you paid and we did not begin the work.
- You cancel before work begins. Full refund, no questions.
- You paid twice, or overpaid. The excess is returned.
3. When a refund is partial
Cancelling mid-engagement. Removal work involves effort that cannot be undone once spent. If you cancel after work has begun, we refund the balance after accounting for work already done, and we will show you what that covered.
Partial removal. Where a job covers several URLs or targets and only some come down, we refund pro-rata for those still live.
Declined mid-way. If we stop because the request turns out to fall under section 4 of the Terms, we refund the balance less work already done, unless you gave us inaccurate information about your basis for the request, in which case no refund is due.
4. When we do not refund
- The work succeeded. Content was removed as agreed. A later change of mind is not a refundable event.
- You misrepresented your basis. If the information you gave us about your right to request removal was inaccurate.
- Republication by someone else. Once content is removed, we cannot prevent a third party posting it again elsewhere. That is a new engagement, not a failure of the old one.
- You withdrew cooperation. Where we needed information or verification from you to proceed and it was not provided.
- Wrong payment address. Where cryptocurrency was sent to an address we did not give you, or on a network we did not specify. We cannot recover those funds.
5. Cryptocurrency refunds
Payments are made in cryptocurrency, which introduces two constraints worth stating plainly:
- Refunds are sent to an address you nominate, not automatically reversed. Blockchain transactions cannot be undone by us.
- Refunds are calculated in USD at the rate used for your original invoice, then converted at the rate on the day the refund is sent. Market movement between purchase and refund is not compensated in either direction.
Network fees for sending the refund are deducted from the refunded amount.
6. How to request one
- Message us on Telegram or email [email protected].
- Include the date you ordered, what the job covered, and the payment reference if you have it.
- Tell us briefly what went wrong.
We acknowledge within 2 business days and decide within 7 business days. Approved refunds are sent within 10 business days of you supplying a refund address.
7. If you disagree with the outcome
Reply and ask for it to be reviewed, explaining why. Nothing in this policy limits any statutory right you have as a consumer. In the UK and EEA that includes a 14-day right to cancel most distance purchases, which applies regardless of what this page says.