Refund & Service
Resolution Policy
Clear guidelines for refunds, service concerns, lead quality reviews, and resolution requests.
Our Commitment
Nexa Referrals is committed to providing qualified real estate leads and referral opportunities in accordance with the service package selected by each client. This policy explains the available refund and service-resolution process.
Full Refund – Failure to Deliver Leads
100% REFUNDIf Nexa Referrals fails to deliver the agreed leads or referral opportunities within the applicable service period, and the failure is attributable to Nexa Referrals, the client may be eligible for a 100% refund of the applicable amount paid for the undelivered service. The client must first notify Nexa Referrals in writing so the account can be reviewed.
Lead Delivered but No Transaction Closed
50% REFUNDA lead or referral does not guarantee a completed transaction, sale, purchase, or commission. If a qualifying lead is delivered but the client does not close a transaction and the client is not satisfied with the lead quality, the client may be eligible for a 50% refund of the applicable service amount, subject to review.
Lead Quality Review
Lead quality may be reviewed using information available when the lead was delivered, including the prospect's stated interest, contact information, location or service area, lead type, stated real estate needs, and other agreed qualification criteria. A lead not resulting in a closed transaction does not automatically mean the lead was invalid or that Nexa Referrals failed to perform.
Written Refund Request
All refund requests must be submitted in writing through Nexa Referrals' official support channel. Requests should include the client's name, email, order or transaction number if applicable, purchase date, service/package, reason for the request, and relevant details regarding the lead or service concern.
Refund Review and Approval
Once a complete refund request is received, Nexa Referrals will review the request and determine eligibility within 30 calendar days. If approved, Nexa Referrals will confirm the approved refund amount and provide applicable refund-processing information.
Disputes and Chargebacks
Before initiating a payment dispute or chargeback, the client is required to contact Nexa Referrals in writing and provide notice of the issue, allowing the company a reasonable opportunity to investigate and resolve the matter. A dispute or chargeback initiated without first providing the required written notice may be considered a violation of the service agreement.
Nexa Referrals may provide the signed agreement, correspondence, service records, lead-delivery records, and other relevant documentation to the applicable payment processor or financial institution.
Nothing in this policy is intended to restrict rights provided by applicable law or the rules of a payment provider.
Non-Refundable Circumstances
A refund may not be available where the agreed service has been fully delivered; the client received qualifying leads and simply did not close a transaction; the client failed to follow up with leads; the client provided incorrect or incomplete information; the client was unavailable or unwilling to communicate with prospects; the failure to close resulted from factors outside Nexa Referrals' control; or the request is based solely on a prospect changing their mind after receiving a lead.
Refund eligibility may depend on the specific circumstances of the service provided and the client's participation.
Client Cooperation
Clients are expected to maintain accurate contact information, remain reasonably available, respond to prospects, and cooperate with Nexa Referrals regarding lead follow-up and service communications. Failure to cooperate may affect refund eligibility where the client's actions materially contributed to the inability to use or evaluate the leads.
Good-Faith Resolution
Nexa Referrals is committed to handling refund requests fairly and in good faith. Our goal is to resolve service concerns directly with clients whenever possible and provide an appropriate resolution based on the services purchased, services delivered, and the circumstances of the individual case.
Need assistance?
Please contact Nexa Referrals through the official support channel.