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Refund Policy

Last updated: November 2025

At Nexra, we aim to provide reliable services and a positive experience for every customer. This Refund Policy explains when refunds may be issued and how refund requests are handled for our internet, mobile, and voice services.

1. General Policy

Because Nexra provides digital and service-based products (not physical goods), refunds are offered only under specific conditions. All refund requests are reviewed on a case-by-case basis.

2. Eligibility for Refunds

You may be eligible for a refund if:

  • The service was not activated or could not be installed

  • There is a verified technical issue that Nexra is unable to resolve

  • You were billed incorrectly or charged in error

  • You cancel within an introductory period (if applicable to your plan)

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Refunds are not provided for:

  • Time already used on your plan

  • Customer-side equipment issues not related to Nexra

  • Missed appointments or installation fees (unless caused by Nexra)

  • Changes in personal circumstances (moving, financial changes, etc.)

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3. Installation, Activation, and Setup Fees

Installation, activation, SIM provisioning, and setup fees are non-refundable, unless:

  • Nexra cancels the installation

  • Nexra is unable to provide service at your location

  • A billing error occurred

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4. Billing Errors and Duplicate Charges

If you believe you were charged in error, please contact us. Verified billing mistakes will be corrected and refunded promptly.

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5. Processing Refunds

If a refund is approved:

  • Refunds are issued to the original payment method

  • Processing may take 5–10 business days depending on your bank

  • You will receive an email confirmation once the refund is issued

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6. Canceling Your Service

You may cancel your service at any time by contacting us. Final charges will be prorated according to the terms of your plan, and any refundable amounts will be reviewed under this Refund Policy.

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7. How to Request a Refund

To request a refund or speak with support, contact us at:

📧 info@getnexra.com

Please include your name, account number, and a brief description of the issue to help us process your request faster.

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8. Changes to This Policy

Nexra may update this Refund Policy from time to time. Updated versions will be posted on this page with a revised “Last updated” date.

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