This policy explains how billing, cancellation, and refunds work for services provided by Nexora Communications LLC ("Nexora"). It is part of our Terms & Conditions; if your signed Order states different commercial terms, the Order controls.
1. How Billing Works
- Recurring charges (seats, trunks, numbers, platform fees) are billed in advance for each billing period.
- Usage charges (minutes, messages) are billed in arrears, rated per second or per message as stated in your Order.
- Taxes and regulatory fees (USF, E911, and similar) are itemized separately and are generally non-refundable once remitted.
- Prepaid balances for wholesale accounts draw down as traffic is rated.
2. Cancelling Service
- Month-to-month services may be cancelled at any time with notice as stated in your Order (30 days unless stated otherwise). Service continues, and is billed, through the end of the notice period.
- Committed-term services run to the end of the committed term; early termination charges, where they apply, are stated in the Order.
- Cancellation requests must come from an authorized account contact via email (mayamorgan@nexro.org), or phone, and we will confirm in writing.
- Port your numbers first. If you want to keep your numbers, complete porting to your new carrier before the cancellation effective date — numbers released after disconnection may not be recoverable.
3. Refunds
- Unused recurring charges. If we terminate your service without cause, or you terminate for our uncured material breach, we refund the pro-rated unused portion of prepaid recurring charges.
- Usage is non-refundable. Completed calls and delivered messages are services already rendered and are not refundable.
- Prepaid wholesale balances. On account closure in good standing, remaining prepaid balance is refunded after a reconciliation period of up to 60 days to allow late-arriving carrier charges, less amounts owed.
- Billing errors. Verified billing errors are credited in full to the next invoice or refunded on request. Disputes must be raised in good faith within 30 days of the invoice date.
- Service credits issued under a service-level commitment are applied as invoice credits and have no cash value.
4. Non-Refundable Items
- Number porting fees, 10DLC registration and carrier vetting fees, and other third-party pass-through fees once incurred;
- Regulatory fees and taxes already remitted to authorities;
- Charges resulting from fraudulent or unauthorized traffic originated with your credentials (see the Acceptable Use Policy on securing your systems);
- Early termination charges stated in an Order.
5. How Refunds Are Paid
Approved refunds are issued to the original payment method within 10 business days of approval (bank processing times may add to this). Where the original method is unavailable, we will arrange an alternative with you.
Software development fees, milestones, and any refunds are governed by your statement of work rather than this policy.
6. Questions
Billing questions and refund requests: Nexora Communications LLC, 5900 Balcones Drive #32131, Austin, TX 78731, USA · (207) 855-5490 · mayamorgan@nexro.org