Last Updated: 9-July-2025
Applies To: All Clients of NexuPixel
Client Onboarding & Communication
At NexuPixel, we connect with clients primarily through cold outreach, followed by an onboarding call for clarity and alignment. Upon mutual agreement, a formal contract is signed between both parties.
- Communication Channels: Zoom (for official meetings), WhatsApp (for day-to-day updates)
- Response Time:
- During project hours: 10–25 minutes
- Outside project hours: 1–5 hours
We maintain open and consistent communication to ensure smooth service delivery and long-term collaboration.
Project Scope & Revisions
We offer both fixed-scope and flexible-scope projects depending on the client’s preference and service type.
- Revisions: Unlimited revisions are allowed within the duration of the project, regardless of the service type.
- Out-of-Scope Changes: If changes requested fall significantly outside the original agreement (especially for larger projects), those will be discussed and priced separately.
Project Turnaround & Delivery
Our minimum project duration is one month. Larger or evolving projects may take longer depending on complexity and collaboration.
- Rush Delivery: Available on request for an additional fee.
- Delivery Method:
- For YouTube management and system-based services, we handle all uploads and integration directly.
- For standalone services like web development or lead generation, deliverables are shared via email, WhatsApp, or any platform preferred by the client.
Payments & Invoicing
Accepted Payment Methods: Bank transfer (Wise & Payoneer coming soon)
Trial Policy:
- Systems-as-a-Service (SaaS): 1-week trial included
- Standalone Services: No trial period
Additional Charges:
- We only charge for the services agreed upon.
- If the service requires paid tools (e.g., automation platforms or plugins), their cost will be added to the invoice.
Invoices: Sent within 2–4 hours after closing, along with the contract outlining deliverables and relevant policies.
Refunds, Cancellations & Disputes
- Refunds:
- Available only for standalone services
- No refunds for systems-as-a-service (due to the client’s continuous access and minimum risk)
- Cancellation Policy:
If a client wishes to cancel after work has begun:- For standalone services → a partial refund may be issued depending on work completed
- For systems-as-a-service → up to 50% refund and a 50% discount on the next order may be considered as a goodwill gesture
- Dispute Handling:
We prioritize prevention through transparent communication. However, if disputes arise:- The client’s preference is considered first
- Final decisions may involve compromise between refund/discount options
Client Responsibilities
To ensure high-quality delivery, clients are expected to:
- Provide timely brand assets, login credentials, and relevant project materials
- Be available for feedback and check-ins during the project
In case of client unresponsiveness:
- We make up to three follow-up attempts before pausing the project
- If the client has already paid but goes inactive, we retain project files securely and apply our refund/discount policy as mentioned above (see Section 5)
Confidentiality & Intellectual Property
We are open to signing Non-Disclosure Agreements (NDAs) upon request
Upon full payment, all creative and strategic rights are transferred to the client
NexuPixel reserves the right to include samples of delivered work in its portfolio
- A one-minute testimonial video may also be requested for credibility and promotion
Data Privacy & Security
- We only store client data when explicitly requested or if a long-term partnership is established
- Security measures include:
- Two-step verification for all sensitive data
- Access is restricted to only those team members directly working on the project
We follow global best practices to protect your privacy and your brand’s intellectual assets.
Policy Changes & Disclaimer
NexuPixel reserves the right to update, modify, or replace any part of this Customer Care Policy at any time. Clients will be notified via email or WhatsApp if major changes occur.
By working with NexuPixel, you agree to the above policies.