Refund Policy
Approved voluntary refunds are credited in Nexuna Pennies (NP). Nexuna does not provide cash refunds or NP cash-out under its voluntary policy; mandatory consumer rights under applicable law are not removed by this page.
Effective: 19 October 2026 · Version: 1.0 · Operator: Nexuna Development Team, an unregistered development team based in Latvia. Nexuna does not claim a company-registration or VAT number on this website.
1. How to request a refund
Open a Discord support ticket as soon as possible. Include your Discord username/ID, order or checkout reference, product/service, payment method, date and a clear explanation. To protect any time-limited consumer right, contact us within 14 days of purchase where that period may apply.
2. Nexuna's voluntary refund method
- Where Nexuna approves a voluntary refund, it is credited as Nexuna Pennies to the purchasing Discord account. Cash refunds and withdrawal/cash-out of NP are not offered under this voluntary policy.
- Unless the accepted quote or checkout states a different conversion for that order, the reference value is 1 NP ≈ €1.50. NP remains a closed-loop community balance, not cash or a financial product.
- NP refunds are normally credited within 14 days after approval and after any delivered access/materials that must be returned or disabled have been dealt with.
- Nothing in this policy limits a remedy that applicable consumer law requires in a different form.
3. Situations likely to qualify
- Duplicate payment for the same order.
- Nexuna cannot deliver the accepted service/product or cancels before work begins.
- A material defect within the accepted scope cannot reasonably be repaired.
- An obvious Nexuna pricing/listing error led to cancellation before delivery.
- A payment was taken for an item that was not actually available in the live catalogue.
4. Custom work and digital delivery
Custom digital work is often created specifically for the buyer. Completed and delivered custom work, consumed time-based services, spent/transferred NP, delivered source files and work already performed under an accepted milestone may reduce or exclude a voluntary refund. EU withdrawal rights can also depend on whether the service/digital content began immediately with the consumer's express consent and acknowledgement, and whether it has been fully performed. Ask before work starts if you are unsure.
5. Chargebacks and payment disputes
Please open a support ticket first so Nexuna can identify the order and investigate quickly. If a bank/Stripe dispute is opened, related delivery or account access may be paused while evidence is reviewed. This does not remove your legal right to pursue a dispute.
6. Partnerships, discounts and NP purchases
Discounts are recalculated according to eligibility on the original order. If an NP-paid order is refunded, the NP amount paid for that order is credited back unless the relevant balance/activity is under investigation for fraud or abuse. NP itself has no cash-out value.