Refund Policy

1. 📋 What this policy covers

This Refund Policy covers the AI Visibility Report and the Full Visibility Audit that you buy on nexgenlab.global. Each is a one-time, fixed-price digital report, paid for online by card, and sold to businesses for business use. NexGen Labs is operated by MXM Global Private Limited.

Custom software projects, retainers and milestones are covered by section 5 of our Terms & Conditions.

2. ✅ You get a full refund if

• You cancel before work starts. Work starts when our team begins writing your buyer questions, normally within 1 working day after your payment is confirmed. We email you when it starts. If you ask to cancel before you receive that email, we refund you in full.

• We cannot deliver. If we are unable to deliver the report you ordered, we refund you in full.

• You were charged twice or the wrong amount. We refund the extra amount.

3. 🔧 After work has started

Each report is built for your business, and the testing is done on your behalf, so we do not refund once work has started, except in these cases:

• The report has a material error, or does not include what your package lists on the order page. We correct it at no cost. If we cannot correct it within a reasonable time, we refund you for the part affected, or in full if the whole report is affected.

• We are late. If we cannot deliver within a reasonable time after the delivery time shown on the order page, tell us. If we still cannot deliver, we refund you.

4. 🚫 What a refund does not cover

• AI systems answer differently each time and change over time. The report is a dated snapshot, so a different answer later is not a reason for a refund.

• We do not guarantee rankings, mentions or recommendations in any AI system, so not appearing in an answer is not a reason for a refund.

• Deciding not to act on the report is not a reason for a refund.

5. ✉️ How to ask for a refund

Email us at info@nexgenlab.global from the address you used for your order and include your order number (it looks like NGL-ABC123 and is on your invoice). We reply within 2 working days and may ask for a few details.

6. 💳 How refunds are paid

• Refunds go back to the card you paid with, through PayHere, in the same currency you paid in.

• Your bank decides how long it takes to show on your statement; usually 5 to 10 working days.

• Any currency conversion or fee that your bank or card issuer applies is outside our control.

• The charge appears on your card statement under PayHere or under our company's registered name.

7. 🤝 Please talk to us first

If something is wrong with your order, email us before disputing the charge with your bank. We can usually fix it faster.

8. ⚖️ Your legal rights

This policy does not limit any right you have under the law where you live that cannot be excluded by agreement.

9. 📞 Contact

NexGen Labs
MXM Global Private Limited

📧 Email: info@nexgenlab.global

📞 Phone: +94 78 101 1315

📍 Locations: Colombo, Sri Lanka & Bangalore, India