Refund Policy

Status: lawyer-ready draft. Not legal advice.

These terms should sit inside or alongside the main Nucleus customer terms.

1. Subscription Billing

Nucleus subscriptions are billed in advance for the selected billing period. The billing period, price, plan, taxes, and renewal date are shown at checkout or in the billing portal.

2. Cancellation

A customer may cancel a subscription through the billing portal or by contacting support if the billing portal is unavailable.

Cancellation takes effect at the end of the current paid billing period unless the agreement or applicable law requires a different result.

3. Refunds

Unless required by law or expressly agreed in writing:

• Subscription fees are non-refundable once a billing period has started.
• No credit is issued for partial use, unused time, downgrade, or customer inactivity.
• If Nucleus terminates a paid subscription without cause, Nucleus may issue a pro rata refund for unused prepaid time.

4. Trials And Promotions

Trial and promotional terms must be stated at signup. If a trial converts to a paid subscription, the customer must be told when billing begins and how to cancel.

5. Downgrades

Downgrading a plan may reduce features, capacity, data limits, or access to functionality. The customer is responsible for exporting data or reducing usage before downgrading where needed.

6. Failed Payments

If payment fails, Nucleus may retry payment, notify the customer, restrict access, or suspend the account according to the main terms.

Nucleus should give a reasonable grace period unless immediate suspension is needed for fraud, legal risk, security risk, or excessive unpaid usage.

7. Data After Cancellation

After cancellation or termination, the customer should be given a limited period to export data unless access was terminated for serious breach, security risk, or legal reasons.

Suggested operational target for lawyer review:

• Export access through the end of the paid period.
• Deletion or anonymisation according to the DPA and retention schedule.

8. Resellers

Reseller cancellation may affect client sub-accounts. A reseller remains responsible for its own client contracts, refunds, notices, and billing commitments unless Nucleus expressly takes over those relationships in writing.

9. Consumer Rights

If Nucleus sells to consumers, UK and other consumer cancellation rights may apply. A lawyer must confirm whether Nucleus sells only business subscriptions or also consumer subscriptions.