Complaints and Refunds

1. How to reach us with a complaint

Write to info@nexrolesolution.com with the subject "Complaint". By post you can reach us at Magdeburger Ring 50 C, 76344 Eggenstein-Leopoldshafen, Germany.

The following helps us resolve matters quickly: the project or invoice number, a description of the problem, when it occurred and, where available, screenshots or error messages.

A complaint is not subject to any particular form. You do not need to use a form or observe a deadline in order to come to us first.

2. What happens next

Acknowledgement: we confirm receipt, target two working days.

First substantive response: we tell you how we assess the matter and what steps we propose, target five working days.

Resolution: straightforward matters we settle immediately. Where an investigation is required we give you a realistic timeframe and keep you informed.

Escalation: if you feel the handling is going nowhere, contact the partners of the company. Both are named in the imprint and reachable at the address above.

We record every complaint internally so that recurring causes are identified and removed.

3. Defects in contracted work

If work we produced is defective, subsequent performance takes priority: we fix it or produce it anew. That is the statutory order under §§ 633 ff. BGB and, as a rule, also what you actually need, namely a working result rather than an unwind.

Only once subsequent performance has failed twice, we refuse it, or a reasonable deadline you set expires without result, do a reduction in remuneration or withdrawal from the contract come into consideration. Withdrawal is excluded where the defect is merely insignificant.

There is no defect where the impairment results from later changes by you or third parties, from omitted updates, from the outage of a third-party service, or from changed technical conditions.

4. When a refund applies

We do not advertise a money-back guarantee and give no such assurance. A refund is made in the following cases:

After effective withdrawal or effective reduction under clause 3, in the amount provided for by law.

If we do not carry out an order for reasons attributable to us, we refund payments made for services not yet rendered in full.

In the event of duplicate or incorrect invoicing, we refund the overpaid amount without undue delay once established.

On termination of an ongoing maintenance or retainer agreement, we refund fees paid in advance for the remaining period after the termination takes effect, on a pro rata basis.

On effective withdrawal by a consumer under our withdrawal policy.

Refunds are made by the original payment method, target fourteen calendar days from establishing the claim.

5. What is not refunded

Services already rendered in conformity with the contract and accepted.

Effort arising from subsequent change requests that you commissioned.

Amounts demonstrably paid to third parties, in particular domain, licence, hosting and advertising budgets, to the extent already consumed or non-refundable.

Delays or additional effort resulting from missing cooperation, missing content or missing access credentials.

Commercial outcomes that did not materialise. We expressly do not owe a particular search engine ranking, reach or revenue, because those depend on factors outside our control.

6. If we cannot agree

We prefer to resolve matters by agreement and will suggest a joint call where useful.

We are neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board within the meaning of § 36 VSBG.

If no agreement is reached, both sides remain free to take the matter to court. German law applies; the place of jurisdiction follows from clause 15 of our terms and conditions.