The document below explains, in plain language, when and how we issue refunds for NexusGrounds services. We've written it transparently, without complicated legal jargon, so you know exactly what to expect.
1. The nature of our services
NexusGrounds offers digital symbolic interpretations — natal charts, coffee readings, numerology interpretations, palm analyses, and astrological calculators. These services are digital products delivered instantly to your account, once payment is confirmed.
Under Art. 16 lit. (m) of Romanian Emergency Ordinance 34/2014 (which transposes EU Directive 2011/83 on consumer rights), the 14-day right of withdrawal for online purchases does not apply to our services, because:
- The digital service is executed immediately upon payment confirmation;
- You consented to the start of execution by accepting our Terms and Conditions (see Art. 7 — Payments);
- The interpretation is personalized based on the data you provide.
That said, we guarantee the technical quality of delivery and recognize situations where a refund is justified. This document explains transparently when and how refunds apply.
2. When we issue refunds
The only case in which we issue a refund is technical failure to deliver the interpretation.
Technical failure means one of the following situations:
- Payment was confirmed but the interpretation was not delivered within 72 hours (3 days);
- The delivered interpretation is empty (missing text or fewer than 100 characters);
- The delivered interpretation contains a clear system error (broken formatting, error message, corrupted text).
Delivery timeframes
- Normal delivery time: maximum 3 hours from payment confirmation. In most cases, the interpretation arrives within minutes.
- Hard limit: if you do not receive a functional interpretation within 72 hours of payment, you are entitled to a refund.
Procedure in case of failure
- Send us an email at contact@nexusgrounds.com with the subject „Delivery failure — Order #[invoice number]";
- We investigate internally (technical logs, AI status, payment gateway) — you receive a response within a maximum of 48 hours;
- If we confirm the failure, you choose one of the solutions below.
3. The solutions we offer
As alternatives to a monetary refund, we can offer you (with your consent):
a. Free re-generation
A new interpretation with the same or corrected data, at no additional cost.
b. Account credit
The equivalent value credited to your account, allowing you to try another service or redo the interpretation.
c. Discount coupon
A promotional code worth the original order value, valid for 90 days, for a future order on NexusGrounds.
d. Full monetary refund
The return of the amount paid, using the same method as the original purchase (PayPal or Revolut). Under Art. 18 of Ordinance 34/2014, we process refunds within a maximum of 14 calendar days. In practice, we process them within 3-5 business days.
You choose the solution that works best for you. We don't impose an alternative.
4. When refunds are NOT issued
We do not issue refunds in the following situations:
a. The interpretation was delivered correctly and completely
If the interpretation was generated within normal technical parameters (complete text, proper formatting, personal data included), the service is considered fully delivered. The fact that you don't resonate with the message or don't like what the interpretation says is not grounds for a refund — interpretations are inherently subjective and personal.
b. Disputing the content of the interpretation
NexusGrounds interpretations are symbolic readings, not objective truths or guaranteed predictions. You may dispute the tone, message, or approach of an interpretation, but the content does not constitute a defect of conformity under Art. 17 of Ordinance 34/2014. There is no objective standard against which to verify the „correctness" of an astrological or numerological interpretation.
c. Change of mind after delivery
Under Art. 16 lit. (m) of Ordinance 34/2014, by accepting the Terms and starting execution, you have lost the 14-day right of withdrawal. „I changed my mind" is not grounds for a refund after delivery.
d. Incorrect data provided by you
If you entered incorrect data (date of birth, time, place, question for the interpretation), the interpretation faithfully reflects your data. We can re-generate for free once if you spot the error quickly, or using account credit for a subsequent re-generation. This case does not qualify for a monetary refund.
e. Unreasonable expectations
NexusGrounds offers symbolic interpretations for reflection and self-knowledge, not:
- Medical, psychological, or psychiatric counseling;
- Legal or financial advice;
- Guaranteed predictions of the future.
If the interpretation doesn't give you the „definitive answer" you were hoping for, this is not grounds for a refund.
5. How to request a refund
The procedure is simple:
Step 1 — Check your order status
Go to /account/orders and check the status:
- Processing — the interpretation is being generated (normally under 3 hours);
- Delivered — the interpretation is available;
- Failed — there is a technical problem.
If the order has been in „Processing" for more than 3 hours, or in „Failed" status, proceed to step 2.
Step 2 — Send your request
Send an email to contact@nexusgrounds.com with the following:
- Subject: „Refund request — Order #[invoice number]";
- Invoice number (NG-2026-XXXXX);
- Your account email;
- Reason for the request (delivery failure / empty interpretation / technical error);
- Relevant details (when you paid, when you noticed the problem).
Step 3 — Investigation and response
We respond within a maximum of 48 hours with the result of our investigation:
- If the case is eligible → we propose the 4 solutions (re-generation / account credit / coupon / monetary refund);
- If the case is not eligible → we transparently explain why.
Step 4 — Processing your chosen solution
- Re-generation: dispatched immediately after your confirmation (within 3 hours);
- Account credit: credited immediately;
- Coupon: generated and sent by email within 24 hours;
- Monetary refund: processed within max 14 calendar days (practically 3-5 business days), using the same payment method (PayPal → PayPal account, Revolut → Revolut account).
6. Refunds for multi-service packages
If you purchase a service package (for example, 3 interpretations) and some were delivered correctly while others failed technically, we issue a partial refund only for the undelivered services.
Example: order a package of 3 interpretations at 9.99 EUR each = 29.97 EUR total. You receive one correct interpretation, but the AI fails on the other 2. Partial refund = 19.98 EUR (the equivalent of the 2 undelivered). Plus the choice of one of the alternatives from section 3 for the undelivered ones (re-generation, account credit, coupon).
7. Special cases
a. Double payment (technical error)
If you notice a duplicate transaction for the same order, send us proof (bank statement screenshot) at contact@nexusgrounds.com. We process the duplicate refund within 5 business days.
b. Fraud or unauthorized transaction
If you notice a payment made without your consent (stolen card, unauthorized access to PayPal), contact in parallel:
- Your card issuing bank for chargeback;
- PayPal Support (paypal.com/disputes) or Revolut;
- contact@nexusgrounds.com for internal notification.
We cooperate fully with the chargeback process and offer no resistance in proven cases of fraud.
8. Legal limits and your rights
This policy does not restrict your rights under:
- Ordinance 34/2014 on consumer rights (transposes EU Directive 2011/83);
- Ordinance 21/1992 on consumer protection;
- Law 363/2007 on combating unfair commercial practices;
- The Civil Code — services contracts section.
For complaints that cannot be resolved amicably, you can contact:
- ANPC (National Authority for Consumer Protection — Romania): anpc.ro;
- ODR Platform (Online Dispute Resolution): ec.europa.eu/consumers/odr.
9. Contact
For any refund-related request:
- Email: contact@nexusgrounds.com
- Suggested subject: „Refund request — Order #[invoice number]"
Operator: NEXUS CONCEPT SRL — Registered office: Str. Grădiștei 36, Sat Păulești, Prahova County, postal code 107400, România — Tax ID: 52611066 — Trade Register no.: J2025074790000.
10. Changes to this policy
The policy may be updated periodically. The current version is permanently displayed on this page, with the date of the last modification. Changes do not apply retroactively to orders already placed.
Ultima actualizare: May 9, 2026
Versiune: 1.0