Refund Policy | StixPay

Scope

This Refund Policy describes how to request a refund, return or exchange when Nexora is the contracting seller or Merchant of Record for your order (as shown on your checkout, order summary or invoice). It should be read together with our Terms and Conditions of Sale.

If another merchant is identified as seller, or if your payment was only processed via the StixPay platform on behalf of a third party, refunds are governed by your agreement with that merchant and the options available in their journey or support channels; Nexora then acts as a technical or payment service provider as applicable.

Depending on the nature of your order, you may or may not be eligible for a refund, return or exchange, as set out in the sections below. Mandatory consumer rights under French and EU law remain fully applicable where they cannot be contractually waived.

How to request a refund, return or exchange

To place a refund, return or exchange request for an order you placed with Nexora, contact us:

by submitting a request through our contact page;
by email at [email protected];
by post to:

Nexora — Customer support
Nexora
195 RUE PIERRE ET MARIE CURIE
27310 BOURG-ACHARD
France

Please contact us no later than thirty (30) days after you placed the order (unless a longer statutory period applies), and provide your order number and the reason for your request.

Review of your request and refund timing

Nexora will review your request and will generally notify you by email of the outcome within two (2) business days. Nexora may, at its sole discretion, allow up to an additional thirty (30) days to process a refund where justified (e.g. bank or partner processing constraints).

Approved refunds are made using the original payment method where possible; your bank may take further business days to credit your account.

Subscriptions (with or without automatic renewal)

When you subscribe to a product or service, Nexora informs you before each renewal where required by law. Unless the applicable offer states otherwise, you have thirty (30) calendar days from the initial subscription or from an automatic renewal to cancel the subscription or disable automatic renewal, in line with our Terms and Conditions of Sale and applicable regulations.

A cancellation request received within those deadlines gives you the right to a full refund of the amount paid for the period concerned, to the extent required by law and the terms of the offer.

Products or services that cannot be returned (e.g. instant digital delivery)

Certain products or services — such as software activation keys, immediate digital downloads or digital content supplied without a tangible medium — do not allow a conventional “return” once performance has begun with your consent.

In those cases, we ask you to expressly waive your right of withdrawal where permitted by Article L. 221-28, 13° of the French Consumer Code, typically by confirming at checkout that you have read and accept the Terms and Conditions of Sale and that you request immediate performance (e.g. download or delivery of a key), and therefore waive your right of withdrawal.

In such cases, NEXORA WILL NOT REFUND THE PRODUCT on the sole ground of withdrawal once delivery or access has started in accordance with that waiver and the law. This does not affect your rights in case of non-conformity or other mandatory guarantees.

Defective product or service

If Nexora is responsible (alone or jointly) for delivering a defective product or service, you may request cancellation or replacement within a period of up to six (6) months following purchase, subject to the legal regime applicable to digital content, services and goods under the French Consumer Code.

A valid request received within the applicable deadlines may give rise to a full refund of sums paid where the law or the Terms so provide.

Products sold on physical media

For products supplied on tangible media (e.g. DVD, CD, boxed software), you have thirty (30) calendar days after receipt of the product to exercise your statutory right of withdrawal where it applies, unless an exception applies by law.

The product must be returned in new, complete condition, unopened where applicable, in its original packaging, at your expense, no later than fourteen (14) days after your cancellation request, to:

Nexora
195 RUE PIERRE ET MARIE CURIE
27310 BOURG-ACHARD
France

Open Banking and merchant collections

For payments initiated via bank redirect, cards, on-ramp, or other rails where Nexora is not the Merchant of Record, refunds (if any) follow the contract between you and the merchant, applicable law, and the technical or contractual options offered by that merchant or in the StixPay tools made available to them. Nexora only processes such refunds in line with those rules and instructions.