We want you to be happy with every purchase. If something went wrong on our end, we'll make it right. Read on for the details.
Mark Pack purchases
When you buy a Mark Pack, Marks are credited to your account immediately after payment completes. Because the digital goods are delivered instantly, Mark Pack purchases are generally non-refundable once the Marks appear in your balance.
Exceptions we will always honour:
- Technical failure: Payment was charged but Marks were never credited to your account. Contact us with your transaction ID and we will either credit the Marks or issue a full refund within 3 business days.
- Duplicate charge: You were billed twice for the same purchase. We will refund the duplicate charge in full.
- Unauthorised payment: You did not authorise the payment. Contact us immediately and we will investigate and refund if confirmed.
We do not issue refunds for Marks that have been spent on AI messages, even if you were unhappy with an AI response. The Marks are the access tokens — the AI conversation itself is the digital service delivered.
Nexcor Brilliant subscriptions
Subscription billing is recurring. Here is how refunds work for each situation:
- Cancellation mid-period: When you cancel a Nexcor Brilliant subscription, you keep access until the end of the current paid period. We do not issue pro-rata refunds for unused days unless the clause below applies.
- Significant benefit reduction: If we reduce a Brilliant benefit materially (e.g., remove a feature that was central to your reason for subscribing), you may cancel within 14 days of that change and receive a pro-rata refund for the remaining days in your billing period. Contact us to request this.
- Renewal you forgot about: If you contact us within 48 hours of an automatic renewal charge and have not used any subscriber benefits in that new period, we will refund the renewal and cancel your subscription. This is a one-time goodwill gesture per account.
- Technical failure on activation: Payment was charged but Brilliant benefits did not activate. Contact us and we will fix it or refund in full.
EU & UK consumer rights
If you are located in the European Union or United Kingdom, you have additional statutory rights:
- Under EU Directive 2011/83/EU and UK Consumer Contracts Regulations, you have a 14-day right of withdrawal from digital purchases, unless you have consented to immediate delivery of digital content and acknowledged that you lose your right to withdraw. By completing a purchase on Nexcor you give this consent (a checkbox or equivalent confirmation is shown at checkout).
- If immediate delivery consent was not obtained correctly at your purchase, your 14-day withdrawal right applies in full. Contact us and we will honour it.
- These statutory rights apply in addition to everything else in this policy, not instead of them.
How to request a refund
To request a refund, contact us through our contact form. Include:
- Your Nexcor username or account email.
- The date of the purchase.
- The transaction or order ID from your email receipt (starts with
txn_or similar). - A short description of what went wrong.
We aim to respond within 1 business day and resolve refund requests within 3–5 business days. Approved refunds are returned to the original payment method. Processing time depends on your bank (typically 3–10 business days after we issue the refund).
Chargebacks
We take chargebacks seriously. If you believe a charge was unauthorised, please contact us before filing a chargeback with your bank — we can almost always resolve it faster directly. Accounts with fraudulent chargebacks may be suspended.
Changes to this policy
We may update this policy from time to time. The “Last updated” date at the top reflects the most recent revision. Continued use of Nexcor after changes means you accept the updated policy.
Contact
Questions about a purchase or refund? Contact us — we read every message personally and we genuinely want to sort it out.