NexaPay
    Sign In

    1. Overview

    This Refund Policy explains when NexaPay refunds the fees you pay us for using the Service, and what to do about payments made to merchants. It forms part of our Terms of Use.

    NexaPay provides software only. Payments made by customers are processed by licensed third-party providers and paid out directly to the merchant’s own wallet, so NexaPay never holds these funds and cannot reverse them.

    2. How to Request a Refund

    If you think you are entitled to a refund, contact our support team:

    To help us review your request quickly, please include:

    • the email address registered to your NexaPay account;
    • the date and time of the problem;
    • any order references, payment addresses or blockchain transaction IDs involved;
    • a short description of what happened and, if possible, screenshots.

    Our team reviews every request individually and will reply with its decision.

    3. When a Refund Is Given

    We refund NexaPay fees, in full or in part, when the problem was caused by NexaPay’s own software or systems — for example:

    • an outage of NexaPay’s own systems made the Service unavailable to you;
    • you were charged a NexaPay fee in error because of a fault on our side.

    The amount refunded depends on how much of the Service was affected and is decided after our review.

    4. When a Refund Is Not Given

    We do not give refunds for problems that NexaPay’s software did not cause, including:

    • outages, maintenance, delays, declined payments, limits or verification checks of third-party payment, cryptocurrency, blockchain, technology or API providers;
    • blockchain network congestion, network fees or changes in cryptocurrency prices;
    • payouts sent to a wrong wallet address entered in your account;
    • problems with your own website, hosting, plugins or settings;
    • accounts suspended or closed because of a breach of our Terms of Use, including prohibited activity.

    5. Customer Purchases

    If you bought something from a merchant that uses NexaPay, please contact that merchant about refunds, returns or cancellations — each merchant sets and handles its own refund policy. Card disputes are handled by the licensed payment provider that processed your payment. Payouts to merchants are made on the blockchain and are final once confirmed, so NexaPay cannot reverse them. If a payment went wrong because of a fault in NexaPay’s own software, contact our support team and we will look into it.

    If you believe a merchant is using NexaPay to defraud customers, please report it to [email protected]. We review such reports and act under our Terms of Use.

    6. Not Sure? Just Ask

    Even if your situation is not covered above, feel free to contact us. We look at every case and will tell you what we can do.

    7. Your Statutory Rights

    Nothing in this policy limits any rights you have under mandatory consumer protection law.

    Questions about this document? Contact us