Refund Policy

Due to the nature of cryptocurrency transactions and utility service execution, refunds are handled on a case-by-case basis. This policy outlines the circumstances under which refunds may be issued.

• Failed recharge/bill payment: If the service provider fails to process your recharge or bill payment after we have received your crypto payment.
• Duplicate payment: If you are charged twice for the same service due to a system error.
• Service unavailability: If the requested service is unavailable and the order cannot be fulfilled.
• Incorrect amount charged: If the crypto amount deducted exceeds the agreed-upon amount due to a Platform error.

• Successful recharges or bill payments (service already delivered).
• Incorrect details provided by the user (wrong phone number, wrong operator, wrong account number).
• Crypto sent to the wrong address due to user error.
• Crypto sent on the wrong blockchain network.
• Price differences due to cryptocurrency market volatility.
• Blockchain network fees (gas fees) already paid.
• Orders that have expired due to non-payment within the allotted time.

1. Submit a refund request via email to heythere@nexa.luxury with your Order ID.
2. Our team will investigate the claim within 48 hours.
3. If approved, the refund will be processed in the same cryptocurrency used for the original payment.
4. Refunds are sent to the wallet address from which the original payment was made, unless otherwise specified.
5. Processing time: 3-7 business days after approval.

• Refunds are issued in cryptocurrency, calculated at the exchange rate at the time of the original transaction.
• Blockchain network fees for processing the refund may be deducted from the refund amount.
• Service fees are non-refundable unless the failure was caused by NexaLuxury.

• Orders can only be cancelled before crypto payment is sent to the deposit address.
• Once crypto is sent and confirmed on the blockchain, cancellation is not possible.
• Unpaid orders automatically expire after the timeout period (typically 30 minutes).

If you disagree with a refund decision, you may escalate the matter by contacting heythere@nexa.luxury with supporting documentation. Escalated disputes are reviewed by senior management within 5 business days.

For refund requests or questions about this policy, email heythere@nexa.luxury with your Order ID and a description of the issue.