Refund & Cancellation Policy
1. Scope
This Refund & Cancellation Policy applies to all payments made to Cete Ventures Pte. Ltd. ("we", "us", "NexToken") for the NexToken service at nextoken.biz. It covers payments made by credit/debit card (processed by Airwallex and Stripe), bank transfer / PayNow, and USDT.
NexToken sells two types of paid product, each with its own rules below:
- Prepaid usage credits — funds added to your wallet balance and drawn down as you consume API/model usage.
- Subscription plans — the Pro and Business tiers, billed monthly in advance.
All prices are in USD. Singapore Goods & Services Tax (GST 9%) applies to Singapore customers; where a refund is issued, any GST charged is refunded proportionally.
2. Prepaid wallet credits
- Unused paid credits are refundable within 30 days of the top-up transaction, on request.
- Refunds are returned to your original payment method, less any third-party payment processing fees actually incurred on the original transaction (typically ~3% for card and bank transfers; the network fee for USDT).
- Consumed usage — credits already spent on API calls or model usage — is non-refundable.
- Free promotional, trial, or loyalty/bonus credits are non-refundable, carry no cash value, and are non-transferable.
- On account closure, any remaining unused paid balance is refundable on request, less reasonable processing fees, with no 30-day limit.
3. Subscription plans (Pro / Business)
- Subscriptions are billed monthly in advance.
- Subscription fees are non-refundable. The charge for the current billing period is not refunded, except where required by law or in the case of a service failure (see §5).
- You may cancel at any time from your dashboard or by emailing support@nextoken.biz. Cancellation stops future renewals; your plan benefits remain active until the end of the period you have already paid for.
4. Duplicate & erroneous charges
If you are charged in error, charged more than once for the same transaction, or charged for a transaction you did not authorise, contact us and we will investigate within 5 business days and refund any confirmed erroneous or unauthorised amount in full.
5. Service failure
If we fail to deliver a paid service due to a fault on our side (for example, a sustained outage attributable to NexToken that prevents you from using credits or subscription features), we will, at your option and our reasonable discretion, issue service credit or a refund for the affected portion.
6. How to request a refund
Email support@nextoken.biz from the email address registered to your account, including:
- your account email,
- the transaction ID or invoice number (available in your wallet / billing history), and
- the reason for the request.
We aim to acknowledge every request within 2 business days.
7. Processing & refund method
- Approved refunds are processed within 5–10 business days. The time for funds to appear depends on your card issuer or bank.
- Refunds are always returned to the original payment method where possible: card → same card; bank transfer / PayNow → originating account; USDT → the originating wallet (you are responsible for providing a correct refund address for USDT).
- Refunds cannot be redirected to a different person or payment method than the original payer.
8. Chargebacks
If you believe a charge is incorrect, please contact us first — we can usually resolve it faster than a card dispute. Filing a chargeback without contacting us may result in temporary suspension of the account pending resolution.
9. Statutory rights
Nothing in this Policy limits any rights you may have that cannot be excluded under the applicable law of Singapore or your local consumer-protection law.
10. Contact
- Billing & refunds: support@nextoken.biz
- Registered address: Cete Ventures Pte. Ltd., 60 Paya Lebar Road, #07-54, Paya Lebar Square, Singapore 409051 · UEN 202421160G
This Policy forms part of, and should be read together with, our Terms of Service and Privacy Policy.