Refund Policy

This Refund and Cancellation Policy explains how subscriptions, credit purchases, cancellations, and refunds work for the NexlyFlow platform operated by NexlyFlow Pte. Ltd. (UEN 202632611H), 68 Circular Road, #02-01, Singapore 049422 (“NexlyFlow”, “we”, “us”, or “our”). It forms part of, and should be read together with, our Terms of Service.

1. Try Before You Pay

NexlyFlow offers a free plan so that you can create an account, connect a mailbox, and evaluate the Service before spending anything. We strongly encourage you to use the free plan to confirm that the Service meets your needs before purchasing a paid subscription or credit pack.

2. Subscription Plans

Paid subscription plans are billed in advance for the term you select (for example one, three, or six months). Your plan gives you access to the features and monthly credit allocation of that tier for the paid term.

2.1 Cancelling a subscription

You may cancel your subscription at any time from your account or by contacting us. When you cancel:

• your plan remains active for the remainder of the billing period you have already paid for;
• at the end of that period your account moves to the free plan and no further charges are made;
• credits already added to your workspace remain in your account and can continue to be used;
• we do not provide pro-rated refunds for the unused portion of a term that has already started.

2.2 Renewals

Subscriptions renew automatically at the end of each term unless cancelled before the renewal date. To avoid being charged for a new term, please cancel before the renewal date shown in your account.

3. Credit Packs

Credit packs are one-time purchases. Credits are delivered to your workspace immediately after your payment is confirmed. Because credits are delivered digitally and can be used straight away, credit purchases are generally non-refundable once the credits have been added to your account. Unused credits have no cash value and cannot be exchanged for money.

3.1 Unused Credits on Cancellation

Cancelling a subscription stops future renewals; it does not erase credits already granted. Credits already spent on completed actions – searches, verifications, or emails handed to the sending queue – are consumed and cannot be returned as cash. Where clause 4 applies, any refund is calculated on the unused portion only.

4. When We Do Provide a Refund

We will refund a payment in full in the following circumstances:

• Duplicate charge — you were charged more than once for the same order;
• Billing error — you were charged an incorrect amount, or charged after a valid cancellation;
• Service not delivered — your payment succeeded but the corresponding plan or credits were not applied to your account and we are unable to resolve it;
• Unauthorised payment — a payment was made from your account without authorisation and this is confirmed after review.

We may also consider refunds on a case-by-case basis where a sustained technical fault on our side prevented you from using the Service for a significant part of your billing period.

5. When We Cannot Provide a Refund

• you changed your mind, or no longer need the Service, after the term has begun;
• you did not use the Service, or used less of it than expected, during a paid period;
• credits have already been delivered to your workspace;
• your account was suspended or terminated for breach of our Terms of Service or Acceptable Use rules;
• results from your outreach campaigns did not meet your expectations. NexlyFlow provides sending and lead discovery tools; we do not guarantee replies, deliverability outcomes, or sales results, which depend on your list quality, content, sending domain reputation, and other factors outside our control.

6. How to Request a Refund

Email info@nexlyflow.com within 14 days of the charge, from the email address registered to your account, including:

• your account email and workspace name;
• the order or invoice reference, and the date and amount of the charge;
• a short description of the issue.

We aim to acknowledge every request within 2 business days.

7. How Approved Refunds Are Paid

Approved refunds are returned to the original payment method used for the purchase. Refunds are normally processed within 5 to 10 business days of approval, although your bank or payment provider may take additional time to show the funds. Refunds are made in the original currency of the transaction; we are not responsible for currency conversion differences or fees charged by your bank.

8. Please Contact Us Before Disputing a Charge

If you believe a charge is wrong, please contact us first at info@nexlyflow.com. Most billing issues can be resolved quickly and directly. Raising a chargeback or dispute with your bank before contacting us may result in your account being suspended while the dispute is investigated.

9. Changes to This Policy

We may update this Refund and Cancellation Policy from time to time. The version published on this page at the time of your purchase is the version that applies to that purchase. Material changes will be reflected in the date of this document.

10. Governing Law and Your Statutory Rights

This Policy is governed by the laws of Singapore. Nothing in this Policy limits any rights you may have under the Consumer Protection (Fair Trading) Act or other mandatory consumer protection laws that apply to you.

11. Contact

NexlyFlow Pte. Ltd. (UEN 202632611H)
68 Circular Road, #02-01, Singapore 049422
Email: info@nexlyflow.com