Refund Policy

Last updated: September 16, 2026

This Policy explains when and how refunds, cancellations, price reductions and disputes are handled on NexoRush. NexoRush is operated by GlobalBay (“GlobalBay”, “NexoRush”, “we”, “us” or “our”). It forms part of the NexoRush Terms and Conditions.

GlobalBay acts as Merchant of Record for purchases made through NexoRush. Your contract and invoice or receipt for the Buyer-facing transaction are with GlobalBay. Sellers provide the underlying digital product, licence, deliverable or freelance service to GlobalBay under the separate Seller relationship described in the Terms.

Nothing in this Policy excludes or limits rights that cannot lawfully be excluded, including mandatory consumer remedies for non-conforming digital content or services.

1. Scope

This Policy applies to:

• digital products, licences, templates, code, files and other downloadable or electronically supplied content;

• freelance services, custom offers, project milestones and delivered project files;

• NexoRush Buyer fees shown separately at checkout;

• Buyer Tax collected on a transaction;

• refund-related credit notes, Seller remuneration adjustments and payout corrections.

Credit packages and promotional credits may be subject to additional conditions shown at purchase. This Policy does not apply to a payment made outside NexoRush or to a separate contract entered into directly with a third party.

2. Amounts shown at checkout

The checkout summary may contain separate lines for:

• the digital product or freelance service price;

• a NexoRush Buyer fee, where applicable;

• VAT, sales tax or another Buyer-side tax;

• the total amount payable.

Refunds are allocated to the relevant invoice lines. When GlobalBay approves a full cancellation or full refund of a freelance order, the Buyer receives the full remaining amount paid for that order, including the full NexoRush Buyer fee, its percentage component, its fixed €1 component and the Buyer Tax attributable to those refunded lines. A full refund does not include amounts already refunded previously because those amounts have already been returned.

For a partial refund, only the amount expressly approved for the affected invoice line or lines is returned. The refundable percentage-based fee and tax are calculated from the approved allocation. The fixed €1 component is returned with a full order refund and is not automatically apportioned across a partial service refund unless GlobalBay expressly includes it or applicable law requires it.

When tax was charged on a refunded line, the corresponding tax adjustment is calculated from the original transaction data and the approved refund allocation. Buyer Tax is never copied into the Seller’s tax treatment or self-billing document.

3. Statutory right of withdrawal

3.1 Consumers

If you are a consumer in the European Economic Area or another jurisdiction that grants a mandatory cooling-off right for distance contracts, you may have the right to withdraw within 14 days without giving a reason. The start and duration of that period, any exception and the financial consequences depend on the type of supply and applicable law.

To exercise a statutory right of withdrawal, make a clear statement through the online withdrawal function where it is presented in your account, or contact support@nexorush.com. Include your name, account email, Order or Project ID, the item concerned and a clear statement that you wish to withdraw. You may use the model form in Section 16, but it is not mandatory.

3.2 Digital content supplied immediately

For digital content not supplied on a tangible medium, such as downloadable code, templates or files, checkout may ask you to:

• expressly consent to supply beginning before the end of the withdrawal period; and

• acknowledge that you lose the right of withdrawal when supply begins.

Where the legally required consent, acknowledgement and confirmation have been obtained and access, download or other supply has begun, the statutory withdrawal right may be lost. If those requirements were not met, your mandatory rights remain unaffected.

3.3 Freelance and other services

If you expressly request a freelance service to begin during the withdrawal period and later exercise a valid withdrawal right before full performance, you may be required to pay a proportionate amount for the service supplied up to the time of withdrawal, where permitted by law and where the required pre-contract information was provided.

The statutory withdrawal right for a service may be lost after the service has been fully performed only where the legal conditions are satisfied, including the required prior express consent and acknowledgement. A custom or personalised project is not automatically exempt merely because it is described as “custom”; the applicable legal classification and facts control.

3.4 Business Buyers

The statutory consumer withdrawal right does not normally apply to a Buyer acting wholly or mainly for business purposes. Business Buyers may still qualify for a refund under Sections 4 to 8, the applicable order terms or mandatory law.

4. Digital product remedies

A digital product should match its description, provide the agreed functionality and be supplied with the rights stated on its listing and licence. If digital content or a digital service does not conform to the contract, please report the issue promptly and provide enough information for us to investigate.

Depending on the circumstances and applicable law, the available remedy may include:

• repair, replacement, a corrected file, restored access or another method of bringing the content into conformity;

• a proportionate price reduction;

• termination and a full or partial refund where the legal conditions are met;

• another remedy required by mandatory law.

We may first offer a reasonable opportunity to correct a problem where the law permits it. You do not lose mandatory conformity rights merely because a file was downloaded or accessed.

5. Digital product requests that normally do not qualify

Subject always to mandatory law, a discretionary refund will normally not be granted solely because:

• you changed your mind after valid immediate supply and loss of the withdrawal right;

• you lack the software, hardware or technical knowledge clearly stated as necessary on the listing;

• you no longer need the item or found a different item;

• you expected a feature that was not promised in the listing;

• you request a refund after using, copying, redistributing or materially exploiting the product, except where a mandatory remedy applies.

This section does not apply where the listing was misleading, the content is defective or non-conforming, the licence was not supplied, access was not provided, or another mandatory remedy applies.

6. Freelance project protection

Keep requirements, custom offers, approvals, messages, revisions and delivery files on NexoRush. These records help us determine what was agreed and assess a dispute fairly.

Before the Seller starts or affirmatively accepts responsibility for a paid project, the Buyer may request cancellation and a full refund. Once performance has started, cancellation is not automatically available as a change-of-mind refund. Any refund is then assessed under the agreed scope, work performed, dispute evidence, statutory withdrawal rules and mandatory consumer remedies. NexoRush may still approve a full or partial refund after work begins where the service is not delivered, is materially non-conforming or another legal or contractual remedy applies.

A freelance refund or other remedy may be appropriate where, for example:

• the Seller does not deliver and no valid extension or resolution is agreed;

• the delivery materially departs from the agreed brief and the problem is not corrected within an appropriate revision opportunity;

• the delivered files are unusable, unsafe, unlawful or materially incomplete;

• the project was charged more than once;

• GlobalBay determines that cancellation, a price reduction or a refund is required by the contract or mandatory law.

We may ask the Seller to revise or re-deliver before granting a refund where that is reasonable and consistent with the agreed project. A Buyer should not approve a delivery known to be materially defective. Approval does not waive rights that cannot legally be waived, but it may be relevant evidence when we review a later complaint.

7. Partial refunds

A freelance project may receive a partial refund when part of the agreed work has been performed or retained by the Buyer, or when a partial price reduction fairly resolves the issue. The approved amount is allocated to the selected invoice line or lines, including the corresponding tax attributable to that allocation.

After a partial service refund:

• the project remains marked as partially refunded rather than fully completed or fully refunded;

• the Seller remuneration connected to the refunded service amount is reduced;

• the remaining eligible Seller remuneration may continue to payout after disputes and refund records are reconciled;

• the Buyer cannot approve, revise or review the project where the platform has locked those actions following the refund.

8. Disputes

Before opening a dispute, the parties should normally use the project conversation to explain the issue and seek a revision or practical resolution. If that is unsuccessful, the Buyer or Seller may open a dispute through the project interface or contact Support.

During a dispute we may:

• pause completion and the Seller payout;

• review the offer, brief, messages, revisions, delivery files, activity records and submitted evidence;

• request additional information from either party;

• approve a revision, partial refund, full refund, cancellation or another appropriate resolution;

• restrict access or take action where fraud, abuse, unlawful content or a security risk is suspected.

Administrative access to private project material is limited to authorised personnel who need it for support, safety, dispute resolution, fraud prevention, accounting or legal compliance.

9. Refunds after Seller payout

Seller payout and Buyer refund are separate accounting events. Where a Seller payout has not yet been released, an approved refund reduces the amount eligible for payout. Where a Stripe transfer can lawfully and technically be reversed, we may reverse the corresponding amount.

If a payout was made through Payoneer or cannot be reversed automatically, the Seller-side amount may require manual recovery, offset against future earnings or another correction process. This operational step does not remove a Buyer’s mandatory legal rights. We may place the transaction in manual review while the accounting and payment records are reconciled.

10. How to request a refund or report a problem

Use the relevant order, project or dispute function in your NexoRush account where available. Otherwise email support@nexorush.com and provide:

• your name and NexoRush account email;

• the Order ID, Project ID or payment reference;

• the item, service or amount concerned;

• a clear explanation of the requested remedy;

• relevant screenshots, files, messages or other evidence;

• whether you are exercising a statutory withdrawal right, if applicable.

Do not include passwords, full payment-card details, unnecessary identity documents or unrelated sensitive data.

11. Review process

We aim to acknowledge a complete request promptly and may ask for additional information. Resolution time depends on the complexity of the case, the cooperation of the parties, the payment provider and whether tax, payout, fraud or legal review is required.

Any service targets displayed by Support are operational targets, not a reduction of a statutory deadline. Where applicable law requires reimbursement within a specified period, that requirement prevails.

12. Payment method and timing

Approved monetary refunds are normally returned through the original payment method. We may use another method only where permitted and, where required, with your express agreement.

We initiate an approved refund without undue delay and within any deadline required by applicable law. After initiation, Stripe, your bank, card issuer or other payment provider controls when the funds appear in your account. Foreign-exchange movements, bank conversion rules or card-account changes may affect the displayed amount or timing, except where mandatory law requires otherwise.

NexoRush does not charge the Buyer a separate fee merely for receiving a legally required refund.

13. Credit notes and accounting records

An approved Buyer refund may generate a credit note, storno or refund record linked to the original Buyer invoice or receipt. A refund that adjusts Seller remuneration may also generate a separate self-billing credit note, settlement correction or other Seller-side accounting document.

The Buyer credit note and Seller-side correction represent different supplies and must not be treated as the same tax document. We do not silently overwrite an issued invoice or self-billing document. Corrections are made through linked documents and an audit trail.

14. Chargebacks, duplicate recovery and abuse

Please contact NexoRush before initiating a chargeback so we have an opportunity to investigate and resolve the issue. This does not prevent you from exercising rights you have with your payment provider or under applicable law.

You may not recover the same amount twice through both a NexoRush refund and a chargeback, payment-provider claim or other remedy. Fraudulent evidence, deliberate misuse of a product or service, refund abuse or threats intended to obtain an unentitled payment may lead to rejection of a discretionary request and action under the Terms. Mandatory rights remain unaffected.

15. Seller adjustments

If a Buyer refund relates to a Seller’s underlying supply, the associated Seller remuneration may be reduced, withheld, reversed or offset as permitted by the Seller Agreement, the self-billing agreement and applicable law. Buyer Tax is not Seller Tax and is not copied to the Seller-side correction.

Where a final self-billing invoice has already been issued, a refund-related adjustment is documented through a credit or replacement process rather than by changing the historical invoice. A Seller may report an incorrect self-billing document through the mechanism provided in the Seller dashboard or by contacting Support.

16. Model withdrawal form

Complete and send this form only if you wish to withdraw from an eligible contract:

To: GlobalBay, operating NexoRush, De Nieuwe Erven 3 Unit 13664, 5431 NV Cuijk, Netherlands; support@nexorush.com

I hereby give notice that I withdraw from my contract for the following digital content or service:

Order or Project ID:

Ordered on:

Consumer name:

Consumer address:

Date:

Signature (only if submitted on paper):

17. Contact and complaints

GlobalBay (operating NexoRush)
De Nieuwe Erven 3 Unit 13664
5431 NV Cuijk
Netherlands
Email: support@nexorush.com

If we cannot resolve a complaint, you may have the right to contact an applicable consumer-protection authority or use another dispute-resolution or court procedure available under mandatory law. Nothing in this Policy requires a consumer to waive a forum or remedy that cannot lawfully be waived.

18. Changes to this Policy

The version and effective date appear at the top of this Policy. Changes apply prospectively unless mandatory law requires otherwise. Material changes will be communicated as required by the Terms and applicable law. A change does not silently alter an already approved refund or an already issued accounting document.