Refund Policy

If a product purchased through our shop arrives damaged, is significantly not as described, or never arrives, contact us within 7 days of the expected delivery date. We will offer a replacement or a refund to the original payment method, whichever is more appropriate for the issue.

Change of mind returns are accepted within 7 days of delivery for unused, unopened items, at our discretion, and may be subject to a restocking or delivery cost deduction.

Subscription fees already charged for the current billing period are non-refundable, since access to the service has already been granted for that period. You can cancel at any time to stop future charges; cancellation takes effect at the end of the current billing period unless stated otherwise.

Trial periods convert to a paid subscription only when you complete a payment. No charge is made automatically at the end of a free trial.

Custom software, website, e-commerce, and AI integration projects are quoted and delivered individually, and are generally non-refundable once work has started, since time and resources have already been committed to the engagement. Where a project is billed in milestones, fees for milestones already delivered and accepted are non-refundable.

If we are unable to deliver an agreed milestone at all, we will discuss a partial refund or credit for the undelivered portion on a case by case basis.

If you believe you were charged twice for the same order, or charged the wrong amount due to a technical error on our side, contact us with your transaction reference. Verified duplicate or incorrect charges are refunded in full to the original payment method.

Approved refunds are sent back through the same channel the payment was made with, M-Pesa or Pesapal, within 7 to 14 business days of approval. Processing times beyond that point are controlled by the payment provider or your bank, not by NebulaSynth.

Email sales@nebulasynth.com with your order reference or M-Pesa/Pesapal transaction code, the date of purchase, and the reason for your request. We aim to respond within 2 business days.