1. Refund eligibility
Card tier purchases, annual fees, and add-ons may be eligible for refund depending on the product you bought and when you requested help. Application and processing fees are generally non-refundable once work has started.
Refund policy
Last updated: . This page summarizes how refunds and credits work for Nexu marketplace purchases and wallet activity.
2. Tier & fee refunds
If your plan includes an annual or recurring fee, you may request a review within the window stated at checkout. You must be in good standing and have used the product in line with our terms.
3. Wallet & balance
Funds you add to your Nexu wallet remain yours subject to holds, disputes, and compliance checks. Withdrawals or refunds to original funding sources follow the timelines shown in your dashboard.
4. Disputes & chargebacks
Report unauthorized or incorrect charges from your Nexu account promptly. We investigate disputes in line with card network rules and will communicate outcomes and timelines in-app.
5. Rewards & perks
Rewards, points, or promotional credits are issued according to each tier’s rules. On closure, unredeemed value may be forfeited unless otherwise stated for your product.
6. Early closure
Closing your account or canceling a card may affect fees already paid and benefits in progress. We’ll confirm what can be refunded versus what was already delivered.
7. Processing time
Approved refunds are typically processed within several business days. Your bank or wallet provider may take additional time to post funds.
8. How to contact us
For refund questions or disputes, reach out through Support in the app or via our contact page—we’ll route you to the right team.
Need help with a refund?
Our support team can look up your order and explain what applies to your case.
Contact support