Nexus’s Payment Protection Policy outlines the safeguards in place for transactions conducted through our payment products. This policy explains how we secure these transactions and provides guidance on how customers can seek assistance when issues arise.

Understanding Our Policies:

Our Payment Protection Policy governs the methods by which Nexus defends payment transactions made via our payment systems. It also details the avenues available for customers to request support regarding any issues or discrepancies with these transactions. Presently, this policy applies only to transactions made through specific Nexus payment products, such as Onsite Checkout in select regions and designated merchant payment services on our affiliated platforms.

Coverage Details:

This policy covers several scenarios to ensure your transactions are secure. In cases of unauthorized activity, we employ advanced technology to monitor our payment systems and detect any suspicious behavior. Should we suspect such activity, we may proactively alert you or disable your account to prevent further unauthorized transactions. We encourage you to review your account activity regularly and report any irregularities so we can investigate promptly. Additionally, the policy covers technical errors that might cause delays, duplications, rejections, or freezing of transactions. If such issues are determined to be due to faults within Nexus’s systems, we will take proactive steps to cancel any impacted transactions. Furthermore, transactions related to purchased products are protected under our Purchase Protection Policy, identifiable by a specific shield emblem and a "Covered by Purchase Protection" notice, ensuring that eligible listings receive additional safeguards.

Claims:

If you encounter unauthorized activity or experience technical errors, you should file a claim by reporting the issue directly from your payment receipt or by contacting our support team. When you submit a claim, we will review all related communications and any supporting documentation you provide. We aim to respond as swiftly as possible and may request further documentation to process your claim effectively. For cases involving unauthorized activity, it is crucial that you notify us immediately so we can mitigate any potential financial loss. If immediate contact is not possible, you must submit your claim within 120 calendar days of the incident. Similarly, for technical errors, claims must be filed within 120 calendar days from the date of the transaction. Decisions regarding Payment Protection claims are made at Nexus’s sole discretion, and transactions meeting the policy criteria will be either refunded or canceled accordingly.

Disputes:

Any disputes concerning the Payment Protection Policy are handled individually on a case-by-case basis. We review each situation thoroughly to ensure a fair resolution that aligns with our policy guidelines.

Limitations:

To be eligible for Payment Protection, you must remain in compliance with all of our terms and policies, including the Community Payment Terms. Payment Protection does not extend to activities that violate our Community Standards, Community Guidelines, or Commerce Policies. Claims not submitted within the designated timeframes will be permanently waived, and any claims resolved by a third-party payment service provider are not eligible for further coverage under this policy. Additionally, claims arising from customer remorse, mistakes, or negligence are excluded. Abusing the Payment Protection Policy may result in a range of consequences, including suspension, termination, or loss of access to Nexus payment products or other features. If repeated violations occur, we may take additional actions at our sole discretion, reserving the right to approve, reject, or dispute any transaction for any reason.

Support:

Our goal is to offer you peace of mind when using Nexus’s payment products. If you experience any difficulties while completing a transaction, please reach out to us so that we can investigate the issue and provide the appropriate assistance.