Refund Policy

1. Introduction

Neksio Tool ("Neksio", "we", "our" or "us") develops and sells Neksio Smart Alt Optimizer Pro, a premium WordPress plugin distributed as a digital downloadable product. This Refund Policy applies to every purchase made through neksiotool.com and any authorised reseller. By completing a purchase you confirm that you have read, understood and agreed to the terms of this policy.

2. Why This Policy Exists

A clear refund policy protects both sides. It sets honest expectations about when a refund is warranted, prevents fraud and abuse of digital software, and lets our support team focus on genuine technical issues. Because Neksio Smart Alt Optimizer Pro is a digital product delivered instantly, we cannot "take it back" the way a physical product is returned — instead, we offer a fair 14-day money-back window combined with responsive support.

3. When Refund Requests Are Accepted

We will issue a full refund within fourteen (14) days of the original purchase in the following situations:

• The plugin cannot be activated on a supported WordPress installation.
• A critical, reproducible bug is confirmed by our support team and cannot be resolved within a reasonable timeframe.
• The product is completely unusable on a WordPress environment that meets our published minimum requirements.
• A duplicate payment was processed for the same license.
• You purchased the wrong product tier before activating the license key.
• A technical issue is confirmed by Neksio Tool as originating in our own code.

4. When Refund Requests Are Rejected

To keep the policy fair for every customer, refund requests will be declined when:

• The customer has changed their mind after the 14-day window.
• The customer no longer needs the plugin or has moved to a different tool.
• Another plugin was chosen after purchase.
• The failure is caused by hosting limitations outside our control.
• The WordPress core or PHP version does not meet our minimum requirements.
• Conflicts are caused solely by third-party themes or plugins and cannot be reproduced on a clean install.
• The website was deleted, the hosting was formatted, or the license key was lost due to user action.
• The license has been suspended for abuse or violation of our Terms of Service.
• The refund is requested after the 14-day window has closed.
• The customer did not review the documentation before requesting a refund for expected behaviour.
• The request depends on a feature that is not yet released or is only listed on the public roadmap.

5. Non-refundable Situations

The following are considered non-refundable regardless of the refund window:

• Automatic subscription renewals processed after the first term (see section 7).
• Third-party charges such as AI provider API fees — those are billed directly by the provider.
• Custom development, consulting, migration or one-off engineering work.
• Add-ons or bundles marked as "final sale" at the time of purchase.

6. License Abuse Policy

Refunds are automatically denied — and the license may be revoked — where we detect any of the following:

• Sharing a single-site or agency license beyond the number of sites permitted by the plan.
• Piracy, cracked distribution or use of nulled plugin files.
• Abuse of the GPL licence to redistribute Pro updates, license keys or premium code.
• Reverse engineering, decompiling or attempting to bypass licensing.
• Reselling the plugin as-is or rebranding it as another product.
• Any unauthorised redistribution of paid assets, updates or support content.

7. Subscription Renewal Policy

Annual subscriptions renew automatically to keep updates and support active. Renewal charges are non-refundable. You can disable auto-renewal at any time from your account or by emailing support@neksiotool.com before the next billing date. Cancelling auto-renewal does not refund the current term; access continues until the end of the paid period.

8. Duplicate Purchase Policy

If you accidentally purchased the same product twice, contact us with both order IDs within 30 days. We will refund the duplicate transaction in full once verified against our billing records.

9. Chargeback Policy

Filing a chargeback with your card issuer or PayPal without first contacting us is considered a breach of this policy. Chargebacks initiated in bad faith may result in:

• Immediate suspension of the license key.
• Suspension or closure of the customer's Neksio account.
• Restrictions on future purchases from any Neksio product.
• Referral of the transaction to a debt-recovery or fraud-prevention partner where the chargeback is proven unjustified.

Always email support@neksiotool.com first — almost every issue is resolvable within one business day.

10. Download Issues

If you cannot download the plugin ZIP or access your account after purchase, contact support with your order ID and we will re-issue the download link. Download issues are not grounds for a refund until we have had a reasonable opportunity to deliver the product.

11. Compatibility Issues

Neksio Smart Alt Optimizer Pro is developed and tested against the WordPress and PHP versions listed on our pricing and documentation pages. We cannot guarantee compatibility with every hosting company, every custom theme, every plugin or every server configuration. Where a compatibility issue can be reproduced on a clean WordPress install running the published minimum requirements, we treat it as a bug and it qualifies for a refund under section 3.

12. Third-party Conflicts

Conflicts caused by third-party plugins, page builders or heavily-customised themes are usually resolvable with a small integration adjustment. Please open a support ticket with the list of active plugins, the theme, and steps to reproduce. Refunds are only offered where the conflict cannot be worked around and the product is unusable in your environment.

13. Hosting Problems

Shared, restrictive or misconfigured hosting environments can prevent WordPress plugins from operating correctly. Examples include disabled PHP functions, aggressive memory limits, blocked outbound requests or cron restrictions. Refunds are not granted for hosting-side limitations, but our team is happy to advise on the exact settings required.

14. User Configuration Errors

Refunds are not issued for issues caused by incorrect settings, accidental bulk operations, deleted media, missing backups or misuse of features. We strongly recommend running a database backup before performing any bulk operation with Neksio Smart Alt Optimizer Pro.

15. Refund Request Process

1. Email support@neksiotool.com from the address used at purchase.
2. Include your order ID, license key and a short description of the issue.
3. Allow support 1–2 business days to attempt a resolution before the refund is finalised.
4. If a refund is approved, we will confirm by email and process the payment reversal.

16. Processing Time

Approved refunds are queued the same or next business day. Depending on your payment method the funds typically reappear within 5–10 business days. International bank transfers can take longer and are outside our control.

17. Refund Method

Refunds are issued to the original payment method only. We are unable to route a refund to a different card, wallet or bank account for compliance reasons.

18. Fraud Prevention

To protect legitimate customers, we monitor purchases for signs of fraud, including but not limited to mismatched billing details, stolen card indicators, VPN abuse and repeated refund cycling. Suspicious transactions may be cancelled and licenses revoked without prior notice.

19. Account Suspension

Where an account is repeatedly used to abuse the refund policy, breach the license terms, or file unjustified chargebacks, Neksio Tool may suspend the account and restrict future purchases across all Neksio products.

20. Policy Updates

This Refund Policy may be updated from time to time to reflect changes in our products, payment providers or applicable law. The "Last Updated" date at the top of this page will always reflect the latest version. Continued use of Neksio Smart Alt Optimizer Pro after an update constitutes acceptance of the revised policy.

21. Contact Support

For any question about this policy, or to open a refund request, email support@neksiotool.com. We typically respond within one business day, Monday to Friday.

22. Frequently Asked Questions

How long is the refund window?

Fourteen (14) days from the date of your original purchase, as shown on your invoice.

Can I get a refund after activating the license?

Yes, provided the request is within the 14-day window and meets one of the eligibility rules in section 3.

Do you refund renewal charges?

Automatic renewal charges are non-refundable. Cancel auto-renewal before the next billing date to prevent future charges.

My hosting blocks a feature. Can I get a refund?

Refunds are not issued for hosting-side restrictions, but our support team can help you identify which server setting is at fault.

The plugin conflicts with my theme. What now?

Please open a support ticket first — most conflicts are fixed within a day. If the conflict cannot be worked around and the product is unusable in your environment, section 3 applies.

Can I get a partial refund for downgrading a plan?

We do not process partial refunds for downgrades. You can switch plans at your next renewal without penalty.

What happens to my license after a refund?

The license key is deactivated once the refund is processed. You may continue to use the free WordPress.org version of the plugin.

Do you refund add-ons or bundles?

Add-ons purchased together with the main product follow the same 14-day window unless marked "final sale" at checkout.

Do you refund charges from AI providers such as OpenAI?

No. Third-party API usage is billed directly by the provider and is outside Neksio Tool's control.

My card was charged but I did not receive the plugin. What should I do?

Contact support immediately with the transaction ID. We will locate the order and re-issue the download link or, if it was a genuine failed delivery, refund it in full.

Can I open a PayPal or card dispute instead of contacting you?

We strongly recommend against it. Disputes filed without contacting support first are treated under our chargeback rules in section 9.

Do you offer refunds for lifetime plans?

Yes, lifetime plans follow the same 14-day refund window as annual plans.

Can I request a refund on behalf of a client?

Yes, provided the original purchase was made on that client's behalf and you can verify the order ID and email address.

How long does the refund take to appear on my statement?

Typically 5–10 business days depending on your bank or card issuer.

Where can I read the related legal terms?

See our Terms of Service and Privacy Policy for the wider terms that govern use of Neksio Smart Alt Optimizer Pro.

Legal disclaimer: This Refund Policy may be updated at any time without prior notice. Continued use of Neksio Smart Alt Optimizer Pro and related services constitutes acceptance of the latest published version of this policy. Where any provision is found unenforceable, the remaining provisions remain in full force and effect.