Refunds

This covers the €12 Ask Pass, which adds fifty questions over thirty days, and the €55 NEXO Expert call. The Ask Pass is not yet on sale. The forms directory and the free questions cost nothing and are not affected by anything on this page.

As a consumer in the European Union you have fourteen days from purchase to withdraw and receive a full refund. At checkout we ask you to tick a box consenting to immediate access and acknowledging that you lose that right once you start using the pass. So: while the pass is unused, the fourteen-day right stands and a full refund is yours on request. From your first question onwards the pass counts as used and the withdrawal right is spent. If you were never shown that box, the fourteen days stay intact however much you used.

You can use this form, but you do not have to — a plain email saying you wish to withdraw is enough. Complete and return it only if you wish to withdraw from the contract. — To WP Media LLC, 30 N Gould St, Ste R, Sheridan, WY 82801, USA, [email protected]: — I hereby give notice that I withdraw from my contract for the provision of the following service: the NEXO Spain Ask Pass / a NEXO Expert call (*). — Ordered on: — Name of consumer: — Address of consumer: — Signature of consumer (only if this form is sent on paper): — Date: (*) Delete as appropriate. This is the model withdrawal form at Annex I(B) of Directive 2011/83/EU.

Your fourteen-day right of withdrawal applies to an Expert call too, counted from the day you pay. When you pay, we ask you to confirm that you want the call held within those fourteen days and that you lose the right once the call has been fully held. So, if you cancel before the call takes place and within fourteen days of paying, the refund is full. Once the call has been fully held, the right is spent. If the call is booked for more than fourteen days after payment, a cancellation made after those fourteen days is refunded according to notice: more than 24 hours before the call, in full; between 24 and 12 hours before, 50%; less than 12 hours before, or not attending, no refund. You can reschedule free of charge up to 24 hours before the call. If we have to cancel, you choose another time or a full refund. These rules may change for calls booked after a future update to this page; a call already paid for keeps the rules in force when you paid.

After fourteen days we will still refund you if the product did not do what was described — the pass was never activated, questions could not be asked, or a failure on our side prevented you from using what you paid for. We may ask what went wrong so it can be fixed, but a refund is never conditional on answering.

Write to [email protected] with the order reference from your Stripe receipt. We aim to reply within two working days. Refunds go back through Stripe to the card that paid, which usually takes five to ten working days depending on your bank. If you would rather use a form, the model withdrawal form is set out above.

A pass you have started using — any question asked with it — is outside the fourteen-day withdrawal right, because you consented to immediate access at checkout. An Expert call that has been fully held is likewise outside the withdrawal right. The goodwill cases above still apply: if the service did not work as described, we refund it whether or not you used questions. Services provided by a professional introduced through NEXO are invoiced by that professional under their own terms, and any refund for them follows their policy rather than this one.

Consumers in the European Union can use the European Commission's online dispute resolution platform at ec.europa.eu/consumers/odr. Spanish law applies, and your statutory rights are unaffected by anything on this page.