RefundPolicy

Nexthorne provides a software-as-a-service (SaaS) product: an AI agent that runs on your WhatsApp Business number, answers customers, books appointments, and qualifies leads. The service is billed in two parts — a one-time setup fee to build, train, and launch your agent, and a recurring monthly subscription chosen by the number of conversations your agent handles each month.

This Refund Policy explains how refunds work, including our unconditional 14-day money-back guarantee. By subscribing to any Nexthorne plan you acknowledge and agree to these terms. It should be read together with our Terms & Conditions.

The 14-day window applies independently to every charge — the one-time setup fee, your first subscription payment, each monthly renewal, and any conversation-overage charge. If your request reaches us within 14 days of the payment date, we refund that payment in full, regardless of how much of the service has been used or delivered.

• You do not need to give a reason, and we will not ask you to complete a troubleshooting process first.
• The refund is for the full amount paid. We do not deduct usage, onboarding time, or processing fees from a guarantee refund.
• When you request a refund under this guarantee, your subscription is cancelled and your agent is switched off.

The sections below describe how cancellations and refunds work after the 14-day window for a given payment has passed. Nothing in those sections limits this guarantee.

The setup fee (currently $300) covers configuring your WhatsApp Business account, building your agent's knowledge base and conversation flows, connecting your booking/CRM tools, testing, and going live. It is always covered by the 14-day money-back guarantee in Section 2.

More than 14 days after the setup fee was paid, it is non-refundable, because by then the configuration and launch work it pays for has been completed and handed over.

Subscription plans are billed monthly in advance and renew automatically until cancelled. Every subscription payment, including renewals, is covered by the 14-day money-back guarantee in Section 2.

• Cancel anytime: You can cancel from your account or by emailing us. Cancellation takes effect at the end of the current billing period — your agent keeps running until then.
• After the 14-day window: More than 14 days into a billing period, that month is not pro-rated — cancelling stops the next renewal but does not refund the remaining days of the current month.
• Upgrades & downgrades: Plan changes take effect on your next billing date. Upgrades made mid-cycle are pro-rated; downgrades are not refunded for the current cycle.

Each plan includes a monthly conversation allowance (for example, 1,000 conversations on Starter). A conversation is one 24-hour WhatsApp session with a customer, regardless of how many messages are exchanged.

• Overage rate: Conversations beyond your plan's allowance are billed at $0.02 each and invoiced with your next monthly charge.
• Within 14 days: Any overage charge is fully refundable under the Section 2 guarantee if you request it within 14 days of that charge.
• After 14 days: Overage charges reflect messages your agent has already handled and are otherwise billed as incurred. If you regularly exceed your allowance, a higher plan is cheaper — contact us and we will help you pick the right tier.
• Billing errors: If you believe an overage was miscounted (for example, spam or a system fault), email us within 30 days of the invoice and we will investigate and credit any confirmed error.

This section is an additional remedy that applies once the 14-day money-back guarantee window for a payment has passed; it never limits that guarantee. Nexthorne depends on WhatsApp / Meta infrastructure and third-party AI providers, and brief interruptions caused by those platforms are outside our control.

• Our resolution window: If your agent stops working because of a fault on our side, report it to support and we will give ourselves five (5) business days to restore core functionality.
• Service credit: If we cannot restore core functionality within that window, you are entitled to a pro-rata credit or refund of the subscription fee for the days your agent was materially unavailable.
• How credits apply: Credits are applied to your next invoice by default; a refund to your original payment method can be requested instead.

Subscription and setup payments are processed by Paddle, which acts as the merchant of record for your purchase. Refunds under this policy, including every 14-day guarantee refund, are issued through Paddle.

• Original payment method only: Approved refunds are returned by Paddle to the same card or account used for the original payment. We cannot refund to a different card or third party.
• Currency: Refunds are issued in the original billing currency. We are not responsible for differences caused by exchange-rate movements or your bank's conversion fees.
• Raise disputes with us first: Please contact nexthorne@gmail.com before filing a bank chargeback. We resolve genuine billing issues quickly. Chargebacks filed in bad faith breach our Terms and may lead to immediate suspension of your agent and account.

Email our billing desk to request a refund. For a refund under the 14-day money-back guarantee (Section 2), all we need is the item below marked required — no reason and no troubleshooting are necessary.

Processing time:

Guarantee refund requests are approved within three (3) business days without review. Once approved, Paddle processes the refund and it typically reaches your card or account within 5 to 10 business days, depending on your bank.

For any question about invoices, plan changes, conversation counts, or this Refund Policy: