Refund & Cancellation Policy

This Refund & Cancellation Policy applies to services provided by Nexphase Digital (“Nexphase Digital,” “we,” “us,” or “our”).

By purchasing, subscribing to, approving, paying for, or using any Nexphase Digital service, you agree to this Refund & Cancellation Policy.

1. Services Covered by This Policy

Nexphase Digital provides productized, done-for-you managed digital services for businesses.

For the purposes of this policy, “Managed Digital Services” means any setup, implementation, hosting, configuration, automation, communication, marketing, lead capture, review management, website, landing page, form, calendar, phone, messaging, reporting, support, monitoring, consulting, or related service provided, configured, hosted, or managed by Nexphase Digital.

Managed Digital Services may include, but are not limited to:

• AI receptionist services
• Missed Call Capture services
• Missed-call follow-up systems
• Call summaries, transcripts, and notifications
• Lead capture systems
• Appointment or callback booking systems
• Landing pages, websites, forms, or funnels
• Calendars and booking flows
• Customer review request systems
• Email, SMS, phone, or voicemail workflows
• Pipeline or contact management setup
• Marketing automation
• Reporting dashboards
• Nexphase-managed platform access
• Software configuration
• Third-party integrations
• Ongoing support, monitoring, and management
• Add-ons, upgrades, custom work, or related managed services

The specific features, pricing, setup requirements, support level, usage allowances, and billing terms for your service will be shown on the applicable website page, proposal, invoice, checkout page, payment link, order form, Client Service Agreement, or written agreement. The specific service package purchased by the client may be referred to as the “Service Plan.”

2. Setup Fees

Some Service Plans may include a one-time setup fee, onboarding fee, implementation fee, custom build fee, activation fee, or similar upfront charge.

Setup fees cover planning, onboarding, configuration, implementation, testing, strategy, customization, launch preparation, phone number or platform setup, automation setup, call-flow setup, integration work, and other work required to create, configure, or deliver the Service Plan purchased.

Unless otherwise agreed in writing, setup fees are non-refundable once any onboarding, planning, setup, configuration, third-party provisioning, implementation, or other work has started.

Setup fees remain non-refundable once work has started, even if the client later decides not to launch, delays the project, changes direction, chooses another provider, or no longer needs the service.

3. Refunds Before Work Begins

If you purchase a Service Plan and request cancellation before any setup, onboarding, planning, configuration, implementation, third-party provisioning, or other work has started, you may request a refund.

Refund requests must be submitted in writing by email to info@nexphasedigital.com with the subject line “Refund Request – [Your Business Name].”

Please include your business name, the name and email used for payment, the date of payment, the service purchased, and the reason for the refund request.

If no work has started, Nexphase Digital will generally issue a full or partial refund, less any non-recoverable payment processing fees, third-party costs, administrative costs, platform provisioning costs, or other costs already incurred, where permitted by law.

Refunds must be reviewed and approved by Nexphase Digital and may be subject to applicable law, payment processor rules, and non-recoverable costs.

4. Monthly Service Fees and Billing Start

Many Nexphase Digital services are provided as ongoing monthly managed services. Monthly service fees are billed in advance and cover access to the Service Plan during the applicable billing period.

Monthly fees may cover access, hosting, software configuration, management, monitoring, maintenance, support, adjustments, platform usage, system availability, phone or messaging infrastructure, reporting, and other service components included in the Client’s plan.

Unless the applicable service order, invoice, checkout page, proposal, or written agreement states otherwise, setup fees are due upfront and monthly service fees begin at checkout, signing, payment, or subscription start, not necessarily at public launch.

Unless otherwise agreed in writing, monthly service fees are non-refundable once the billing period has started. Nexphase Digital does not provide prorated refunds or credits for partial months, unused time, reduced usage, Client delays, Client inactivity, missed meetings, unused features, change of mind, business closure, seasonal slowdown, dissatisfaction caused by expectations not included in the purchased Service Plan, or cancellation after the billing period has already started.

5. Subscription Renewals

If you purchase an ongoing monthly Service Plan, your subscription renews automatically according to the billing schedule shown at checkout, on your invoice, in your proposal, payment link, order form, Client Service Agreement, or payment agreement.

By purchasing an ongoing Service Plan, you authorize Nexphase Digital or its payment processor to charge your payment method for recurring service fees until the service is cancelled in accordance with this policy.

6. How to Cancel

You may cancel your ongoing monthly Service Plan by submitting a written cancellation request by email.

Cancellation requests must be sent to info@nexphasedigital.com with the subject line “Cancellation Request – [Your Business Name].”

Your cancellation request should include your business name, the name and email associated with the account, the Service Plan you want to cancel, and your requested cancellation date.

For security, billing, and recordkeeping purposes, cancellations must be submitted in writing by email. Verbal requests, missed calls, text messages, social media messages, meeting comments, or informal statements are not considered valid cancellation requests unless Nexphase Digital confirms the cancellation in writing.

7. Cancellation Deadline

To avoid being charged for the next billing cycle, cancellation requests must be received at least 3 business days before your next scheduled renewal date.

If your cancellation request is received fewer than 3 business days before your renewal date, after your renewal payment has already been processed, or after your new billing period has started, the cancellation will apply to the following billing period.

When you cancel an ongoing monthly Service Plan, cancellation takes effect at the end of the current paid billing period unless Nexphase Digital confirms otherwise in writing.

8. No Prorated Refunds After Cancellation

Nexphase Digital does not provide prorated refunds or credits for unused days remaining in the billing period unless required by law or expressly agreed in writing.

You may continue using the applicable service until the end of the current paid billing period unless Nexphase Digital confirms otherwise in writing or suspension/termination applies due to non-payment, chargeback, breach, security risk, unlawful use, or other permitted reason.

9. Effect of Cancellation

Upon cancellation, termination, failed payment, non-renewal, or unresolved non-payment, access to Managed Digital Services may be disabled, removed, disconnected, paused, or discontinued at the end of the current paid billing period, or sooner where suspension or termination is permitted.

This may include access to AI receptionist systems, missed call capture systems, call flows, phone, SMS, email, or messaging workflows, landing pages, websites, forms, calendars, booking systems, review request systems, pipelines, automations, dashboards, reports, integrations, hosted pages, configured systems, Nexphase-managed platform access, support, maintenance, monitoring, and managed service infrastructure.

Unless otherwise agreed in writing, cancellation of a Service Plan means the client loses access to the active managed services, configured systems, workflows, automations, platform access, dashboards, phone systems, and service infrastructure provided as part of that plan.

10. Managed Service Assets

Unless otherwise agreed in writing, websites, landing pages, forms, automations, workflows, call flows, scripts, templates, calendars, booking flows, dashboards, software configurations, phone or messaging configurations, review systems, integrations, prompts, internal processes, and other digital assets created, configured, hosted, or managed by Nexphase Digital are provided as part of an ongoing managed service.

They are not sold as standalone deliverables and do not automatically transfer to the client upon cancellation. The client is paying for access to and management of the Service Plan during the paid billing period, not ownership of every system, configuration, workflow, template, prompt, or asset used to deliver the service.

Ownership, transfer, licensing, or continued use of any specific asset after cancellation must be agreed to separately in writing.

11. Client-Owned Materials and Available Client Data

The client retains ownership of materials they provide to Nexphase Digital, such as business name, logo, brand assets, photos, videos, existing written content, customer lists, lead information, business information, existing reviews, existing domain names owned by the client, and other materials the client owned before working with Nexphase Digital.

The client also retains ownership of available client business data collected through the service, such as lead records, contact records, form submissions, appointment records, call summaries, and similar records, subject to applicable law, account status, technical availability, third-party platform limitations, and this policy.

Ownership of client materials or available client data does not mean that every data point, field, log, transcript, recording, workflow, configuration, dashboard, platform record, or third-party system item can be exported, transferred, preserved, or recovered.

Cancellation does not transfer ownership of Nexphase Digital’s systems, templates, prompts, configurations, workflows, designs, processes, software setups, automations, phone infrastructure, or managed service infrastructure.

12. Data Export Requests After Cancellation

Upon timely written request, Nexphase Digital may provide a reasonable export of available client-owned data where technically available, legally permitted, reasonably accessible, and supported by the relevant third-party technology providers.

This may include available lead records, contact records, form submissions, appointment records, call summaries, review request records, basic customer information, and other client-owned data collected through the service.

Data export requests must be submitted within 30 days after cancellation or termination unless otherwise agreed in writing.

Nexphase Digital is not required to provide exports of proprietary templates, prompts, workflows, automations, scripts, designs, software configurations, dashboards, platform infrastructure, internal notes, or systems used to deliver the managed service.

Export, migration, transition, or transfer assistance may require account good standing, payment of outstanding balances, identity verification, and payment of reasonable export, migration, support, or third-party fees. Nexphase Digital is not responsible for preserving, exporting, or recovering data after the 30-day export request window unless otherwise agreed in writing or required by law.

13. Platform Access After Cancellation

Client access to any Nexphase-managed platform, dashboard, portal, report, configured system, phone system, automation, or workflow exists only while the applicable Service Plan is active, paid, and in good standing, unless Nexphase Digital agrees otherwise in writing.

Temporary access provided during setup, phone number registration, calendar connection, integration approval, or troubleshooting may be removed when no longer needed. If Nexphase Digital agrees to provide ongoing platform access, that access may be limited, role-based, revocable, and subject to additional terms.

The client is responsible for any changes, deletions, disruptions, configuration errors, or service issues caused by the client or its users through platform access.

14. Asset Transfers, Buyouts, or Migrations

If a client wants to purchase, transfer, migrate, rebuild, or continue using certain assets outside of the ongoing managed service, Nexphase Digital may offer a separate transfer, migration, rebuild, export, licensing arrangement, or buyout option at its discretion.

Any transfer, migration, rebuild, licensing arrangement, or buyout must be agreed to separately in writing and may be subject to additional fees.

Nexphase Digital may decline a transfer, migration, rebuild, export, licensing, or buyout request where the requested transfer is not included in the Service Plan, is technically impractical, depends on third-party restrictions, creates security or compliance risk, involves unpaid balances, or would require work outside the agreed scope.

15. Phone Numbers and Phone Systems

Client-owned phone numbers remain client-owned. If the client forwards calls from a client-owned number to a Nexphase-managed system, the client remains responsible for maintaining ownership, carrier account access, and service for that number.

Phone numbers purchased, registered, provisioned, or managed through Nexphase Digital or Nexphase-managed providers are managed as part of the Service Plan and, unless otherwise agreed in writing, belong to or are controlled by Nexphase Digital or its applicable providers.

Nexphase Digital does not guarantee that Nexphase-provisioned numbers, call routing, phone infrastructure, or messaging infrastructure can be transferred, ported, sold, or continued after cancellation. Post-cancellation porting, migration, forwarding changes, or phone-system work may be unavailable or billed separately.

16. Domains

Where possible, clients should own and control their own domain name. If the client owns its domain name, cancellation of Nexphase Digital services does not change ownership of that domain.

If Nexphase Digital assists with connecting, configuring, or managing a client-owned domain, that assistance is part of the managed service and may end upon cancellation. Domain transfer assistance, DNS changes, migration support, technical troubleshooting, and related work after cancellation may be billed separately.

If Nexphase Digital purchases, registers, renews, or manages a domain on behalf of a client, ownership, renewal, transfer, and access terms must be agreed to separately in writing.

17. Third-Party Platforms and Costs

Nexphase Digital may use third-party platforms, software, service providers, hosting systems, phone providers, messaging providers, payment processors, AI providers, automation tools, analytics tools, calendar tools, review platforms, domain providers, email providers, configured systems, or other external tools to deliver the services.

Third-party costs may be included in the client’s Service Plan, billed separately, passed through to the client, or charged as usage-based fees depending on the arrangement. Unless otherwise agreed in writing, third-party costs are non-refundable once incurred.

This may include platform fees, software fees, hosting fees, domain fees, phone number fees, call minute fees, SMS or messaging fees, AI usage fees, transcription fees, email usage fees, integration fees, payment processing fees, and other usage-based or external provider fees.

Where practical, Nexphase Digital will disclose required third-party costs before billing or passing them on to the client, but some provider or usage-based costs may be incurred automatically based on actual use.

18. Client Delays and Missing Information

Setup, delivery, launch, and ongoing performance depend on the client providing accurate and complete information, approvals, content, access, and cooperation.

This may include business information, services offered, pricing or offer details, business hours, contact details, branding materials, call-handling preferences, website or landing page content, review request preferences, calendar availability, booking rules, customer communication preferences, login access, domain access, phone forwarding details, compliance instructions, escalation contacts, and approval of drafts, workflows, or setup details.

Delays caused by missing, late, incomplete, inaccurate, or changing client information do not qualify for a refund. If a client becomes unresponsive or does not provide required information for more than 30 days, Nexphase Digital may pause the project or service. Fees already paid remain non-refundable unless otherwise agreed in writing.

19. Custom Work and Completed Work

Fees paid for custom work, strategy, planning, consulting, setup, design, copywriting, configuration, automation, implementation, testing, integrations, workflow building, troubleshooting, or other completed work are non-refundable once the work has started or been delivered.

This applies even if the client later decides not to use the work, does not launch the service, delays the project, changes business direction, chooses another provider, or cancels the Service Plan.

20. Service Issues and Remedies

If you experience a service issue, you must contact Nexphase Digital promptly so we can review and attempt to resolve the issue.

Service issue reports should be sent to info@nexphasedigital.com with the subject line “Service Issue – [Your Business Name]” and should include your business name, a description of the issue, date and approximate time of the issue, and any relevant screenshots, call examples, emails, messages, or other details.

Nexphase Digital’s first remedy for service issues is investigation, correction, troubleshooting, or reasonable re-performance where practical. Refunds or credits may be reviewed case by case but are not guaranteed unless required by law or expressly agreed in writing.

21. No Guarantee of Specific Results

Nexphase Digital’s services are designed to support business communication, lead capture, follow-up, review requests, automation, and digital operations. However, Nexphase Digital does not guarantee specific business outcomes.

This includes number of leads, number of booked appointments, sales or revenue, conversion rates, search rankings, review volume, star ratings, removal of negative reviews, customer responses, call answer rates, marketing performance, platform performance, or any other business result.

Refunds are not provided solely because a client did not achieve a specific business outcome, unless otherwise required by law or expressly agreed in writing.

22. AI, Automation, and Technology Limitations

Some Nexphase Digital services may use AI, automation, transcription, phone systems, messaging systems, third-party software, or other technology.

These systems may occasionally produce errors, delays, inaccurate outputs, missed details, failed messages, misunderstood instructions, incomplete call summaries, imperfect transcripts, failed transfers, failed bookings, or other limitations.

Nexphase Digital does not guarantee that every call, message, automation, summary, transcript, booking, review request, transfer, lead capture event, or customer interaction will be accurate, completed, answered, transferred, or error-free.

Refunds are not provided solely because an AI-generated response, transcript, summary, automation, message, or technology-supported service output was imperfect, unless otherwise required by law or expressly agreed in writing.

23. Third-Party Outages and External Issues

Nexphase Digital’s services may depend on third-party platforms, internet services, phone providers, messaging providers, AI providers, hosting providers, domain providers, email providers, configured systems, calendar tools, review platforms, payment processors, and other external services.

Nexphase Digital is not responsible for interruptions, delays, downtime, failed calls, missed calls, failed messages, failed automations, data delays, inaccurate outputs, or service limitations caused by third-party providers, client-side systems, internet outages, phone carrier issues, incorrect client information, account access issues, platform restrictions, provider decisions, or factors outside our reasonable control.

Temporary outages, third-party downtime, or external service limitations do not automatically qualify for a refund.

24. Review, Reputation, and Messaging Services

If a Service Plan includes review requests, reputation support, SMS, email, phone, voicemail, or other customer communication services, the client is responsible for ensuring they have the necessary permissions, consent, legal basis, customer relationship, and unsubscribe or opt-out handling required to contact their customers.

Nexphase Digital does not guarantee review volume, review quality, star rating, customer response rate, review removal, search ranking, or platform approval. Refunds are not provided solely because review, reputation, or messaging services do not produce a specific result.

25. Failed Payments and Non-Payment

If a payment fails, Nexphase Digital may notify the client and retry payment. If payment remains unresolved after 5 calendar days, Nexphase Digital may pause setup work, support, or non-critical service changes. If payment remains unresolved after 7 calendar days, Nexphase Digital may suspend or restrict active services and platform access. If payment remains unresolved after 14 calendar days, Nexphase Digital may terminate the Service Plan and begin offboarding.

Nexphase Digital may suspend, restrict, or terminate services sooner for chargebacks, fraud, abuse, unlawful use, security risk, provider risk, reputational risk, or circumstances that create legal, operational, compliance, or business risk.

The client remains responsible for all amounts owed for services provided, work performed, billing periods that began before cancellation, third-party costs incurred, and any other approved charges. Suspension or termination due to failed payment, chargeback, payment dispute, or non-payment does not qualify for a refund.

26. Chargebacks and Payment Disputes

If you believe there is a billing issue, duplicate charge, cancellation issue, refund concern, or service issue, you agree to contact Nexphase Digital first so we can review and attempt to resolve the matter.

Filing a chargeback or payment dispute without first contacting Nexphase Digital may delay resolution. Nexphase Digital reserves the right to provide the payment processor, card network, bank, or dispute reviewer with relevant documentation, including invoices, receipts, checkout records, payment records, service records, usage records, setup records, project notes, email communications, cancellation request records, refund request records, policy acceptance records, proof of service delivery, proof of access or usage, and relevant terms, policies, and agreements.

27. Promotions, Discounts, Trials, and Special Offers

Promotional offers, discounts, free trials, reduced setup fees, bundled services, bonus services, special pricing, or limited-time offers may be subject to additional terms disclosed at the time of purchase.

Unless otherwise stated in writing, discounts apply only to the specific billing period, package, or offer described and do not automatically apply to future renewals, upgrades, add-ons, custom work, usage fees, third-party costs, or separate services. If a trial is offered, the client must cancel before the trial ends to avoid future charges unless otherwise stated in the offer terms.

28. Add-Ons and Upsells

Clients may purchase or approve additional services, upgrades, add-ons, custom work, expanded features, or increased usage after the original Service Plan begins.

Add-ons and upsells may be approved by written approval, email confirmation, signed service order, accepted proposal, paid invoice, checkout, or payment link. They may be billed as one-time fees, recurring fees, usage-based fees, or custom charges depending on the agreement.

Unless otherwise agreed in writing, refund and cancellation terms in this policy also apply to add-ons, upgrades, upsells, and additional services. If an add-on or upgrade is cancelled, cancellation does not automatically cancel the client’s main Service Plan unless Nexphase Digital confirms otherwise in writing.

29. Refund Processing Timeline

Approved refunds will generally be submitted to the payment processor within 5 to 10 business days after approval. After a refund is submitted, the time it takes to appear on your statement may depend on your bank, card issuer, or payment provider. Nexphase Digital is not responsible for delays caused by banks, card issuers, payment processors, or other financial institutions.

30. Exceptions Required by Law

Nothing in this policy is intended to limit any rights you may have under applicable law. If applicable law requires a refund, cancellation right, notice period, or other consumer protection that differs from this policy, Nexphase Digital will comply with the applicable legal requirement.

31. Changes to This Policy

Nexphase Digital may update this Refund & Cancellation Policy from time to time. The updated version will be posted on our website with a revised “Last Updated” date.

Unless otherwise required by law, the version of this policy in effect at the time of purchase will generally apply to that purchase. Updates apply prospectively and will not materially change completed purchases without notice where required.

32. Contact Information

For refund, cancellation, billing, or service questions, contact:

Nexphase Digital
Email: info@nexphasedigital.com
Phone: +1 343-304-0404
Location: Ottawa, Ontario, Canada
Website: nexphasedigital.com