Refund policy
Refunds, returns, and payment disputes for Nexus Software. Last updated October 26, 2026. Paying is acceptance of this page and the Terms. Approved refunds go to the original method when the processor still allows it.
A key or a file can be copied the moment it exists. Delivery is final. It is not a trial.
What counts as delivered
- The thank-you page shows a download, we email a link or a key, the hub accepts a key, or a one-time link is opened. Any one of those is delivery, even if you do not finish installing.
- Hub Key: the Windows file, the hub key, or both. Solvers Key: the key for that tab, including a month that has already started.
- ApexMiner Pro, Keep Pad, and any other paid PC app: the one-time download is shown or sent.
- HID Key, when checkout is open: we issue the key, or we are waiting on you to name the solver. That wait is not “item not received.”
- Physical: the carrier has a scan, or you refused the parcel.
Software and keys
- The only software refund is a product that never worked, reported to Support within 48 hours, that we cannot replace with a working copy. The refund is what we actually received.
- An issued key or a download that was shown is final. Change of mind, “I did not read the page,” a Mac, a ban, or a loss on another site is not a refund.
- A Solvers month already issued is delivered. Stopping the next charge does not refund the month that started.
- Duplicate charges for the same SKU are refunded once we confirm them.
- HID extra time until you finish a stated money task is not a refund and not a second product.
- Promo codes do not create extra refund rights. WELCOME5 is $5 off Solvers Key when Stripe applies it — not a claim against Hub Key.
Physical goods
Unused items in original condition can be returned within 14 days of delivery unless marked final sale or coming-soon (not sold).
- Start from Support with checkout email and product name.
- You pay return shipping unless we sent the wrong item or it arrived damaged.
- Refunds go out after we inspect the return.
- Damage in transit: photos of the parcel and product within 7 days of delivery.
How to ask
Write Support or Telegram @nexusoftware first. Include the checkout email and the product. Never send a card number. You must write us and wait 3 business days before any bank or card dispute. A dispute opened first is a breach. We can still fix a real failure in that window. A dispute does not create a refund the policy already refused.
Chargebacks
Paying means you are the cardholder, the checkout email is yours, and you will recognize the charge. After delivery, these dispute reasons are false and a breach: item not received, not as described, unrecognized, unauthorized, credit not processed, or cancelled.
- Item not received: false once this page says the order was delivered.
- Not as described: the product page is the description. Windows-only, key rules, and no promise of earnings or of keeping a third-party account are part of that description.
- Unrecognized or unauthorized: use of the key or file on the checkout email is the buyer’s use. “I do not recognize the name” is not a defense after that.
- Credit not processed: only if we agreed to a refund in writing and did not send it. Ask Support. Do not dispute first.
- Cancelled: cancelling a future Solvers month is not a refund of a month already issued.
The moment a dispute is opened on a delivered order, every key on that email, card, and PC is revoked. Chat access ends. Future sales can be refused. We do not wait for the bank.
We send the processor the checkout record, the product page, this policy, the email, the IP, the download or key time, and any hardware id. We contest the claim as a fulfilled sale. The card network still decides the case. You owe us the disputed amount and any dispute fee the processor bills us when the order was already delivered.
Stolen-card and friendly-fraud orders can be sent to the processor’s fraud tools. A dispute filed while we are already replacing a broken file can stall both. Write Support instead.
What we do not refund
- A Windows-only product on a Mac or unsupported OS.
- Bank or processor fees we never received.
- Items you damaged, customized, or threw away.
- Orders we already fully refunded.
- Issued keys, opened downloads, or a month that already started.
- A dispute you opened instead of writing Support.
- Bans, losses, or results on third-party sites and games.
- Shared, leaked, or cracked copies — those licenses are already void.
- Coming-soon listings you did not actually check out.
Timing
Approved refunds usually show as pending within a few business days. Your bank can take longer. A replacement download for a paid title is usually faster than pulling money backwards.