Refund and Cancellation Policy

1. Subscription model

Nexaltra SaaS products may be offered through monthly or annual subscriptions. Available plans, prices, taxes, billing cycles and renewal dates are shown before purchase. Calisy may also offer a 30-day Professional trial without requiring a payment card.

2. Payment processing

Online payments may be processed through an authorized payment platform that manages payment collection, applicable taxes, invoices and payment methods. Refunds approved under this Policy are processed through the original payment channel and remain subject to mandatory law and the applicable operational procedures.

3. Cancelling renewal

You may cancel automatic renewal at any time through the customer portal or the cancellation controls available in the product. Cancellation stops future renewals. Unless mandatory law requires otherwise, access continues until the end of the already-paid period.

4. Customer-initiated cancellation

If the customer chooses to stop using or cancel a subscription, amounts already paid for the current monthly or annual term are not refundable and are not prorated merely because the service is no longer used. This includes unused time in an annual prepaid plan.

This rule does not limit any non-waivable right under applicable law, nor does it prevent correction of duplicate, unauthorized or technically incorrect charges.

5. Billing errors and exceptional cases

the same subscription was charged more than once;
a charge was processed after a confirmed cancellation effective before renewal;
the charged plan or amount differs from the confirmed checkout; or
a verified service failure prevented meaningful use for an extended period and could not be resolved.

We will review the evidence and coordinate any approved correction or refund through the original payment channel. Requests should include the account email, organization, invoice or order reference and a description of the issue, but never send full card details.

6. Discontinuation by Nexaltra

If Nexaltra permanently discontinues a paid service, it will aim to provide at least 90 days' prior notice when reasonably possible and a reasonable opportunity to export customer data.

When the discontinuation occurs before the end of an annual prepaid subscription, Nexaltra will arrange a proportional refund for the unused portion of that annual period. Monthly periods already provided are not prorated unless required by law or expressly communicated otherwise.

7. Access, recovery and final backup

Cancelling renewal does not immediately delete customer data. In Calisy, access ends according to the known paid or trial period, after which an approximately 60-day recovery window currently applies before data becomes eligible for permanent deletion, subject to legal and contractual exceptions.

A customer registering cancellation may request one final complete organization backup independently of its periodic backup quota. Generated backup files are currently available for seven days and should be downloaded and stored safely by the customer.

8. Plan changes

Upgrades, downgrades and billing-cycle changes are applied according to the options and amounts displayed at checkout or in the customer portal. Product data is not deleted merely because a lower plan is selected, but a downgrade may be blocked until usage fits the destination plan's limits.

9. Contact

For cancellation or billing assistance, contact soporte@nexaltra.com. When necessary, we may direct you to the secure billing portal used for the original purchase.