At NexusPeak, owned and operated by HA ECOM LLC, we want every customer to be confident in their purchase. Because digital products and creative services differ from physical goods, this policy sets out clearly when refunds and cancellations apply.
1. Digital products & downloads
Templates, UI kits, code snippets, icon packs, dashboards, bundles and other downloadable assets are delivered instantly and cannot be "returned". For this reason:
- All sales of digital products are final once the file has been downloaded or accessed.
- If you have not yet downloaded your purchase, you may request a refund within 7 days of the order date.
- Technical defects: if a file is corrupted, incomplete or materially different from its description, contact us within 14 days. We'll provide a fixed file or replacement first; if we can't resolve the issue, we'll issue a full refund.
- Refunds are not provided for change of mind, incompatibility with software not listed in the product's requirements, or lack of the skills needed to use the product.
2. Custom agency services
Cancellation before project kickoff
You may cancel any service order (Starter, Professional, Enterprise or custom quotes) for a 100% refund of amounts paid at any time before the project kickoff call or before work has started, whichever comes first.
Cancellation after kickoff
- Once work has begun, refunds are pro-rated based on the milestones completed. Completed milestones (for example, approved logo concepts or design mockups) are non-refundable.
- Deliverables completed up to the cancellation date will be handed over upon settlement of the amounts due for that work.
After final delivery
Once final files have been delivered and approved, or the project has been launched, the service is considered complete and is non-refundable. Your plan's revision allowance and lifetime support remain available to address any concerns.
3. How to request a refund or cancellation
Email support@nexuspeak.online with your order number, the product or service purchased and the reason for your request. For technical defects, please include screenshots or a description of the issue. We reply within 2 business days.
4. Refund processing
Approved refunds are issued to the original payment method (Stripe, PayPal or card) within 5–10 business days. Your bank or payment provider may take additional time to post the credit. Access to refunded digital products will be revoked.
5. Chargebacks
Please contact us before opening a dispute with your bank or PayPal. We resolve almost every issue directly and quickly.
6. Contact
HA ECOM LLC (operating NexusPeak)
1500 N Grant St, Ste N, Denver, CO 80203, United States
Email: support@nexuspeak.online · Phone: +1 (520) 704-6724