CANCELLATION AND REFUND POLICY

1. General Information

1.1. This Cancellation and Refund Policy (hereinafter – the "Policy") defines the procedures for service cancellation, refund conditions, and the handling of related requests by Nexory Labs OÜ, a company registered under the laws of the Republic of Estonia, registration code 17496011, with its registered address at: Harju maakond, Tallinn, Põhja-Tallinna linnaosa, Telliskivi tn 57, 10412 (hereinafter – the "Company").

1.2. By using the website or ordering the Company's services, the client confirms that they have read and agreed to this Policy as well as the Company's Terms and Conditions.

2. Nature of Services

2.1. The Company's main business activities include:

• providing digital marketing and online promotion services;
• developing marketing strategies;
• promoting websites, digital platforms, and online services;
• creating and placing advertising materials;
• managing marketing campaigns;
• brand management and communication support;
• consulting services in the field of internet marketing;
• development and support of web solutions and digital products.

2.2. The Company's services are digital and customized in nature and may commence immediately after order confirmation or receipt of payment.

2.3. Accordingly, certain services may not be fully refundable once their actual provision has commenced.

3. Cancellation of Services

3.1. Cancellation Before Service Commencement

3.1.1. The client may request cancellation of services before:

• the commencement of work;
• the launch of a marketing campaign;
• publication of advertising materials;
• the actual provision of digital or consulting services.

3.1.2. In such cases, the client may be eligible for a full or partial refund.

3.2. Cancellation After Service Commencement

3.2.1. If the provision of services has already commenced, the Company may:

• issue a partial refund;
• retain the cost of services already provided;
• retain expenses related to campaign preparation, placement, or launch.

3.2.2. The amount of any possible refund shall be determined by the Company based on the actual scope of work performed and expenses incurred.

3.3. Submission of Requests

3.3.1. Requests for service cancellation or refunds must be submitted:

• from the client's official email address;
• with reference to the relevant order or invoice;
• through the contact details provided on the Company's website.

3.3.2. The Company reserves the right to request additional information or documents for client identification and verification purposes.

4. Refund Policy

4.1. Refunds may be issued in the following cases:

• services have not yet commenced;
• the Company is unable to provide the ordered service;
• a technical or payment error has occurred;
• duplicate or erroneous charges were made.

4.2. Services are considered provided upon:

• launch of a marketing campaign;
• commencement of work;
• delivery of work results;
• provision of access to digital materials or services;
• actual provision of consulting or marketing services.

4.3. Payments for services already provided are non-refundable, except where otherwise required by applicable law or expressly approved by the Company.

5. AML/KYC and Compliance Verification

5.1. All payments, refunds, and financial transactions may be subject to:

• AML verification;
• KYC verification;
• source of funds verification;
• sanctions compliance checks;
• fraud prevention and unlawful activity checks.

5.2. The Company reserves the right to:

• request documents confirming identity or source of funds;
• suspend refund processing;
• refuse refunds;
• report information to competent authorities,

where required by applicable laws or internal compliance procedures.

6. Refund Processing Time

6.1. If a refund is approved, the Company shall process the refund within 5–14 business days from the date of the relevant decision.

6.2. The actual time required for funds to appear in the client's account depends on:

• the bank;
• the payment institution;
• the financial service provider;
• international payment processing procedures.

6.3. Refunds are generally issued using the same payment method that was used for the original transaction unless otherwise required by law or compliance procedures.

7. Payment Providers and Financial Institutions

7.1. The Company may use:

• banks;
• international payment systems;
• payment institutions;
• financial services and international transfer providers.

7.2. All payments are processed in compliance with:

• AML/CFT legislation;
• sanctions regulations;
• internal policies of financial institutions;
• international compliance standards.

8. Fraud Prevention and Chargebacks

8.1. Clients are encouraged to contact the Company directly to resolve any disputes before initiating a chargeback procedure through a bank or payment provider.

8.2. In cases of unjustified or fraudulent chargeback requests, the Company reserves the right to:

• suspend services;
• refuse further cooperation;
• restrict access to services;
• provide information to financial institutions or competent authorities.

9. Limitation of Liability

The Company shall not be liable for:

• delays caused by banks or payment systems;
• restrictions imposed by financial institutions;
• delays related to AML/KYC verification procedures;
• refusal of payments or refunds by financial institutions.

10. Changes to the Policy

10.1. The Company reserves the right to modify or update this Policy at any time.

10.2. The updated version of the Policy becomes effective upon publication on the website.