Overview
We want Nexus Passport to deliver real value. This policy explains when refunds are typically available, how to request one, and how Paddle handles refunds for purchases processed through Paddle. Refund eligibility may depend on product type, usage, delivery status, and applicable law.
Payment processing & refund channel
Most payments are handled manually by EmpowerEd Nexus through Eversend, mobile money, bank transfer, Flutterwave, or other approved providers. Refund requests for those payments should be sent directly to info@empowerednexus.com or WhatsApp +237 694 54 16 18. Where a purchase was explicitly processed through Paddle, Paddle acts as Merchant of Record and may handle refund review under the Paddle Buyer Terms and Refund Policy.
How to request a refund
- You may request refunds through Paddle buyer support where Paddle processed the payment — typically via the link on your Paddle receipt or through paddle.net.
- You may also contact EmpowerEd Nexus support at info@empowerednexus.com or on WhatsApp at +237 694 54 16 18 for help with your request.
- Please include the transaction ID from your Paddle receipt, the product purchased, and a brief explanation.
Subscription refunds
Subscriptions (such as Student Premium and Teacher Pro) can be canceled anytime through the billing portal where available. Canceling a subscription prevents future renewal but does not always automatically refund past charges. We typically consider refunds for the most recent billing period if the service has not been substantially used or if a renewal was charged in error. Reviews follow Paddle handling and applicable law.
One-time digital purchases
For one-time digital products such as starter packs and exam packs, refund requests submitted before the resource has been substantially accessed or downloaded are typically reviewed favorably. Digital resources may become non-refundable once accessed, downloaded, or delivered, except where required by law or Paddle’s policies.
Pilot deposits
Pilot reservations and pilot setup deposits may be refundable if EmpowerEd Nexus does not review or start the pilot planning process within the stated commitment period (such as 30 days), unless the customer has already received substantial onboarding, planning, or consultation work tied to the deposit.
EduBox readiness calls and consultations
EduBox readiness calls and consultations may be refundable if you cancel before the scheduled session. Sessions that have been delivered are typically non-refundable.
EduBox deployment or custom service fees
Deployment, custom integration, and other professional service fees are scoped in writing during planning. Refund eligibility for these engagements is governed by the specific scope and any milestones documented at the time of purchase or in the engagement plan.
Marketplace resources
Marketplace resources are digital licenses. They may become non-refundable once downloaded or accessed, except where required by law or Paddle’s policies. If a resource is materially different from its description, or is broken, please contact support so we can investigate and arrange a refund or replacement.
Refund processing
Approved refunds are typically processed by Paddle to the original payment method within 5–10 business days. Your bank or card issuer may take additional time to display the refund.
Non-refundable cases
Refunds may not be available where: the service has been substantially used; a digital resource has been downloaded, accessed, or otherwise delivered; a session, pilot kickoff, or consultation has been delivered; the request is made significantly outside the standard review window; or where the request relates to features that were clearly disclosed as unavailable or beta at the time of purchase.
Failed payments, duplicate payments, and billing errors
If a payment was duplicated, charged in error, or reflects an incorrect amount, please contact Paddle or EmpowerEd Nexus support with the transaction ID. Confirmed billing errors are corrected and refunded.
Consumer rights
Nothing in this policy limits any non-waivable consumer rights you may have under applicable law in your country of residence. Where local law provides stronger refund rights than this policy, those rights apply.
Contact EmpowerEd Nexus
For questions about this policy, write to info@empowerednexus.com or message us on WhatsApp at +237 694 54 16 18.
EmpowerEd Nexus (M.P.W.E.R.E.D.N) SARL · Nkolbisson, Yaoundé, Cameroon · NIU M042517719598B · RCCM YAO/2025/B/962