Legal

Refund Policy

This policy explains how refunds and cancellations are handled for project work and marketing services. Final refund terms for each project are confirmed in writing before payment, and those written terms take precedence over this general policy.

Last updated: 2 November 2026. These pages are general information, not legal advice. A signed project agreement, where one exists, takes precedence for that project.

Project deposits and milestones

Project deposits and payments are agreed in writing before work starts. If a project is cancelled, work already completed and third-party costs already incurred (such as domains, hosting, licences, advertising spend, or stock assets) are not refundable. Any unused, prepaid amount for work not yet started may be refunded, less any non-recoverable third-party costs, unless the project agreement states otherwise.

Marketing retainers

Marketing retainers are billed as agreed in writing, usually in advance for each period. You may cancel future retainer months as set out in your agreement — if no period is stated, on 30 days' written notice, effective at the end of the current billing period. Amounts for a period already started are not refunded, because work, reporting, and platform management for that period are already committed.

How to ask for a refund

If you believe you have been charged incorrectly, contact us at contact@nuxlay.com with your project details, invoice or payment reference, and the reason for your request. We will review it promptly and reply with a decision and, where agreed, the refund amount and timescale. Refunds, where agreed, are made to the original payment method where possible, and may take 5 to 10 business days to appear, depending on your bank or card provider.

Exceptions

No refund is available for: work already delivered and accepted; results that did not meet an expectation that was not promised in writing (for example, a specific ranking or sales figure that was not guaranteed); or a change of mind after work has started, except for the unused amount described above. Nothing in this policy limits rights you have under consumer law that cannot be waived. Contact NuxLay at contact@nuxlay.com or +92 323 0189006, Gulberg Green, Islamabad, Pakistan.

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