Refund Policy

This policy forms part of the Nucleus HQ Terms of Service.

1. Subscription billing

Nucleus HQ 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

This section applies to subscription fees. Communications wallet balances are dealt with in section 4. 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 HQ terminates a paid subscription without cause, Nucleus HQ may issue a pro rata refund for unused prepaid time.

4. Communications wallet balances

The communications wallet is a prepaid balance used to pay for SMS, voice and WhatsApp sending. It is separate from your subscription fee. Section 3 above applies to subscription fees. This section applies to the wallet.

• Usage already sent is not refundable. Where your wallet has been debited for a message that was sent, that amount is not refundable. The ledger records every debit, the unit price applied and the charge identifier, and you can see your wallet activity in the platform.
• Unspent balance. If you cancel your subscription or close your account, you may request a refund of any unspent wallet balance to the original payment method. Request it by emailing [email protected] within 90 days of closure. We will refund the unspent balance shown in your ledger at the point of closure.
• There is no minimum. We refund whatever unspent balance is left, however small.
• Auto-reload top-ups. If auto-reload charged your payment method and you had not used any of that top-up, tell us and we will refund it. Auto-reload can be switched off at any time in your billing settings.
• Top-ups are not transferable. A wallet balance is tied to your workspace. It cannot be transferred to another workspace, sold, or exchanged for anything other than communications usage in the platform.
• Where we terminate for cause. If we terminate your access for serious breach, fraud, security risk or a legal requirement, we may set off any amount you owe us against your wallet balance before any refund.

5. 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.

6. 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.

7. Failed payments

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

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

8. Data after cancellation

After you cancel, you can export your data through to the end of your current paid period. We recommend you export before you cancel. This export right does not apply where we terminated your access for serious breach, security risk or legal reasons.

After that, the following applies.

• Your workspace data, including your CRM records, is retained while your workspace is deactivated, so that it can be restored if you reactivate. We delete it when you ask us to.
• Your Nucleus HQ account records are retained until you ask us to delete them.
• Billing events, wallet ledger entries and usage records are kept for six years, because we are required to keep statutory financial records. This applies whatever else is deleted, including where you have asked us to delete everything else.
• Routine encrypted database backups on our automated backup cycle are held for 30 days remote and seven days local.
• One-off encrypted database dumps taken before a significant change or before a workspace is removed are held on our own servers only and deleted automatically after 30 days.
• Our hosting provider's own automated backups are images of the whole server, so they include our databases. Our hosting provider keeps the ten most recent daily backups, so approximately ten days.
• Data you delete can persist in a backup for those periods before the backup itself expires.

You can ask us to delete your data at any time, and you can ask us what we hold. Everything else follows the retention schedule in our Data Processing Agreement.

9. Resellers

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

10. Consumer rights

Nothing in this policy affects any statutory right you have that cannot be excluded or limited by agreement. If you are a consumer, your statutory cancellation and refund rights apply in addition to this policy, and where this policy gives you less than the law gives you, the law wins.

Purchases from a business that uses Nucleus HQ. If you bought a product, such as a course, from a business that runs its site on Nucleus HQ, your purchase and any refund are between you and that business, handled through their own Stripe account and their own refund policy. Nucleus HQ is the software provider and does not hold your payment.