Refund Policy

1. 30-Day Right of Withdrawal

In accordance with European consumer protection legislation, you have a period of 30 calendar days from the date of subscription to exercise your right of withdrawal without having to justify your reasons.

This right applies to all our plans, whether monthly, annual or multi-year.

2. How to Request a Refund

To exercise your right of withdrawal and request a refund, you can:

• Fill out the online form available in your customer area
• Call us at +32 16 18 60 98 (available 24/7)
• Email us at info@masecurite.be with your order number
• Write to us by postal mail at: NEXORA AI SOLUTIONS LLC, 5203 Juan Tabo Blvd STE 2B, Albuquerque, NM 87111, USA

3. Non-Refundable Amounts

During a refund, certain amounts may be withheld:

Installation and configuration fees

If you have benefited from our installation and initial configuration service, these fees are not refundable as the service has already been provided.

Proportional use of the service

If you have used our services during the withdrawal period, an amount proportional to the time of use will be withheld from the refund.

Hardware equipment

If you received hardware equipment (for example, a secure router) as part of your subscription:

• The equipment must be returned in its original packaging
• The equipment must not be damaged
• Return shipping costs are your responsibility
• If the equipment is damaged, its value will be deducted from the refund

4. Refund Timeframe

Once your refund request is validated:

• The refund is processed within a maximum of 14 business days
• The refund is made to the payment method used during the order
• If equipment must be returned, the refund is made within 30 days of receiving the equipment
• You will receive a confirmation email once the refund is processed

5. Refund After the Withdrawal Period

After the 30-day withdrawal period, refunds are generally not possible. However, we examine each situation on a case-by-case basis:

• Technical problem unresolved despite our interventions
• Service not compliant with contractual commitments
• Exceptional circumstances justifying a refund request

6. Cancellation and Subscription Refunds

If you wish to cancel your current subscription:

• Cancellation takes effect at the end of the current commitment period
• No refund is made for the remaining period already paid
• Automatic renewal is disabled
• You continue to benefit from the service until the end of the paid period

7. Satisfaction Guarantee

We are committed to your satisfaction:

• Unlimited technical support throughout your subscription
• Rapid resolution of technical problems
• Ability to change plans if your needs evolve
• Attentive listening to your concerns and suggestions

8. Refund in Case of Outage or Interruption

If our services are interrupted for reasons beyond your control for a significant period:

• A proportional refund may be granted
• A free extension of your subscription may be offered
• Each situation is evaluated individually