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.
Our response times are:
Project Scope & Revisions
We offer both fixed-scope and flexible-scope projects depending on the client's preference and service type.
- Unlimited revisions are allowed within the duration of the project, regardless of service type.
- Out-of-scope changes that fall significantly outside the original agreement will be discussed and priced separately — especially for larger projects.
Transparency first: We define scope clearly in the contract before any work begins, so there are no surprises for either party.
Project Turnaround & Delivery
Our minimum project duration is one month. Larger or evolving projects may take longer depending on complexity and collaboration.
Payments & Invoicing
Accepted payment methods: Bank Transfer (Wise & Payoneer coming soon).
- 1-week trial period included
- Ongoing retainer billing
- Access throughout the period
- No trial period
- Fixed project pricing
- One-time deliverable
- We only charge for the services agreed upon — no hidden fees.
- If the service requires paid tools (e.g., automation platforms or plugins), their cost will be added to the invoice.
- Invoices are sent within 2–4 hours after closing, along with the contract outlining deliverables and relevant policies.
Refunds, Cancellations & Disputes
We prioritize prevention through transparent communication. Here's what happens if things change:
- Refunds available
- Partial refund based on work done if cancelled
- Client preference considered first
- No refunds (continuous access)
- Up to 50% refund on cancellation
- 50% discount on next order as goodwill
Dispute Handling: The client's preference is always considered first. Final decisions may involve a compromise between refund or discount options, reached collaboratively.
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.
Unresponsive clients: We make up to three follow-up attempts before pausing the project. If a client has already paid and goes inactive, we retain project files securely and apply the refund/discount policy outlined in 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.
- 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 brand's intellectual assets.
Your data is safe with us. We treat your brand's information with the same care we'd want for our own.
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 policies outlined on this page. This page was last updated on 9 July 2025.
Ready to Work Together?
Now that you understand how we operate, let's build something great. Reach out and let's get started.