Refunds & Cancellations

1. The A-SERVICE-A charge on your statement

A-SERVICE-A is the trading name of Nexiv Labs. It is the descriptor that appears on card statements, bank statements and payment receipts for every purchase across our divisions — a telehealth consultation, a veterinary triage, a marketplace order, a subscription or a professional services invoice paid by card.

If you see a charge you do not recognise:

1. Check whether anyone in your household used Nexiv Health, Nexiv Vet or Nexiv Pets — subscriptions and consultations are common causes.
2. Email support@nexivlabs.com with the date, amount and the last four digits of the card, or call +1 (323) 289-0039.
3. We will identify the transaction, usually the same business day, and refund it immediately if it was made in error or without authorisation.

2. Your statutory rights

Nothing in this policy limits your legal rights. If you are a consumer in the UK or EU you generally have:

• A 14-day cancellation period for most distance contracts, starting the day after you receive goods or the day the contract is made for services;
• The right to a remedy where goods are faulty, not as described or not fit for purpose;
• The right to services performed with reasonable care and skill, and a remedy where they are not.

Two exceptions matter in practice:

• Services already performed. If you ask us to begin a service within the cancellation period and it is fully performed, the right to cancel is lost. A completed consultation is the clearest example.
• Goods that are personalised or perishable. Custom-made items, prescription-specific medicines and perishable goods are generally exempt from the 14-day right.

3. Summary by division

4. Consultations (Nexiv Health & Nexiv Vet)

4.1 Cancelling or rescheduling

Cancel or reschedule free of charge up to 2 hours before a scheduled appointment. Inside that window the slot is generally not recoverable, so the fee is retained.

4.2 Missed appointments

If you do not attend, the fee is retained. As a goodwill gesture we offer one rebooking at no additional charge per account per 12 months. We understand that unexpected things happen — tell us what happened and we will apply discretion.

4.3 Technical failure

If a consultation cannot proceed because of a failure on our side — platform outage, media failure, no clinician available — you choose a full refund or a free rebooking. If the failure was on your side (no camera, no connection) we will still usually offer a rebooking.

4.4 Clinical outcome

4.5 Medicines

For safety and legal reasons, dispensed medicines cannot be returned or refunded once they have left our or the dispensing pharmacy's control, except where the item is faulty, incorrectly dispensed or subject to a recall.

5. Subscriptions

• Cancel at any time from your account or by emailing us. Cancellation takes effect at the end of the current paid period, and you keep access until then.
• We do not pro-rate partial periods, except where required by law or where you cancel within a statutory cancellation period and have not used the service.
• Renewals are notified in advance where the law requires it. A price change is always notified at least 30 days before renewal, and you may cancel instead of accepting it.
• Pausing is available on care and supply subscriptions — pause rather than cancel if you want to keep your pricing.
• If we cancel your subscription other than for breach, we refund the unused portion pro rata.

6. Marketplace orders (Nexiv Pets)

6.1 Escrow

Your payment is held in a segregated escrow balance. It is released to the seller when you confirm handover or delivery, or when the inspection window closes without a dispute being raised.

6.2 Returns

• Consumer goods may be returned within 14 days of delivery under your statutory cancellation right. Items must be in the condition you received them, and you may handle them only as you would in a shop.
• Return postage is at your cost for change-of-mind returns, and at the seller's cost where the item is faulty, incorrect or not as described.
• Perishable goods, opened medicines and personalised items are exempt from change-of-mind returns.
• Refunds are issued to the original payment method once the return is received or the dispute is resolved in your favour.

6.3 Disputes

Raising a dispute within the inspection window freezes settlement. Both parties are asked for evidence, with a response deadline. We assess against the listing description, the evidence submitted, and the platform rules in the Acceptable Use Policy, and issue a decision — full refund, partial refund, replacement, or release to the seller. We aim to decide within 10 business days.

Our decision determines how the escrow balance is distributed. It does not limit either party's ability to pursue the other, and it does not affect your statutory rights against the seller.

7. Animal purchases

• Before handover: you may cancel and receive a full refund, less any non-refundable reservation fee clearly disclosed at the point of purchase.
• Within 72 hours of handover: if the animal's health or described characteristics materially differ from the listing — an undisclosed condition, a false pedigree claim, a different animal — raise a dispute with veterinary evidence. Remedies include a full refund, a contribution to veterinary costs, or a partial refund.
• After 72 hours: the escrow has settled. You may still raise a claim against the seller for misrepresentation, and we will provide the transaction record and support the process.
• If you can no longer keep the animal: contact us. We will connect you with rehoming partners and, where the seller has committed to a take-back guarantee, hold them to it. This is a welfare route, not a refund route.

Where a dispute discloses a welfare concern, we act on the welfare issue immediately and independently of the financial outcome.

8. Professional services (Nexiv Technology & Nexiv Chain)

• Fees for work already performed and accepted are not refundable.
• Either party may terminate a statement of work on the notice period it states. On termination you pay for work performed and any non-cancellable commitments incurred on your instruction.
• Prepaid but unused blocks of time are refunded pro rata on termination, unless the SOW says otherwise.
• Where a deliverable fails to meet the agreed acceptance criteria, we will correct it at no additional cost. If we cannot correct it within a reasonable period, you may reject it and receive a refund of the fees attributable to that deliverable.
• Deposits secure squad capacity and are non-refundable if you cancel within 14 days of the agreed start date, because the capacity cannot be resold at that notice.

9. Platform and managed services (Nexiv Cloud)

Availability failures are compensated through service credits rather than cash refunds. The credit schedule, measurement method, exclusions and claim process are in the Service Level Agreement.

Pass-through infrastructure costs billed at actual are not refundable, as they are incurred with the underlying provider on your behalf.

10. How to request a refund

1. Email support@nexivlabs.com, or use the dispute button on the order in your account.
2. Include the order or invoice number, the date, the amount, and what went wrong.
3. Attach evidence where relevant — photographs, veterinary reports, correspondence.
4. We acknowledge within one business day and give you a decision or a clear next step.

You can also call +1 (323) 289-0039 Monday to Friday, 09:00–18:00 UK time.

11. Processing times

Refunds go back to the original payment method. If that method has expired or been closed, we will arrange an alternative once we have verified your identity.

12. Chargebacks

Please contact us before raising a chargeback. Most disputes are resolved faster directly, and a chargeback often freezes the card involved.

• We respond to every chargeback with the full transaction record, access logs and delivery or consultation evidence.
• Accounts with an open chargeback may be restricted while it is resolved.
• Where a chargeback is raised in bad faith after a service was delivered as described, we may close the account, and any balance held may be applied against the amount owed.
• If a chargeback succeeds, the marketplace seller involved is notified and the corresponding settlement is reversed.

13. Contact

• Email: support@nexivlabs.com
• Phone: +1 (323) 289-0039 (Mon–Fri, 09:00–18:00 UK)
• Post: Nexiv Labs, Lees Street, Pendlebury, M27 6BU, GB

Related reading: Terms of Service · Service Level Agreement · Acceptable Use Policy