Refund & Installation Policy

1. Survey and quotation

Package prices assume standard conditions. A final quotation may change after the site survey if the project requires extra cable, civil work, elevated structure, waterproofing treatment, network upgrades, earthing, boring, access equipment, permits or additional devices.

The customer should review the equipment list, exclusions, payment schedule, installation location and expected outcome before approving the order.

2. Booking, deposits and procurement

A booking or advance payment may reserve an installation slot and authorize procurement. The quotation will state whether a survey fee, booking amount or procurement deposit applies.

Equipment ordered specifically for the customer—including special models, cut cable, configured devices, fabricated structures or custom brackets—may not be returnable once ordered, prepared or dispatched.

3. Cancellation by the customer

• Before procurement begins, Nexura will review a cancellation request and deduct any completed survey, design, banking or administrative cost stated in the quote.
• After procurement begins, refundable amounts depend on supplier return approval, unopened condition, restocking, delivery and configuration costs.
• Custom-fabricated, special-order, activated, registered, cut, installed or damaged items are generally non-refundable unless defective and covered by applicable law or warranty.
• A cancellation request must be made in writing.

4. Installation conditions

The customer must provide safe and timely site access, an authorized decision-maker, suitable electricity and any permissions assigned to the customer. Work areas should be clear of unnecessary people and valuables.

Nexura will take reasonable care, but drilling, cable routing and mounting can create minor dust, holes or surface marks inherent to approved installation work. Concealed services and fragile or unsafe surfaces must be disclosed before work starts.

5. Changes, rescheduling and delays

Requested scope changes are priced separately and may change the completion date. Nexura may stop work if the site is unsafe, inaccessible, materially different from the survey, affected by severe weather or missing required approvals or payments.

Delivery and installation estimates may be affected by stock, supplier, transport, utility, authority or weather delays. We will communicate a revised schedule when reasonably possible. Repeated customer postponement may require a new date and additional mobilization cost.

6. Testing and handover

At completion, Nexura will test the agreed system and provide reasonable operating guidance. The customer or representative should identify visible concerns during handover. Signing a completion note confirms the listed work was delivered, without removing valid warranty or mandatory consumer rights.

Passwords, mobile applications, recordings, battery use, cleaning and maintenance become the customer's responsibility after handover unless an ongoing support plan states otherwise.

7. Defects, service concerns and refunds

Report an issue promptly with the invoice reference and evidence. Nexura will first inspect whether the matter is an installation correction, manufacturer warranty claim, scope change or non-covered condition.

Where a refund is approved in writing, deductions may include completed services, non-returnable goods, supplier restocking, delivery, configuration, damage or banking charges where lawful. The approved amount, method and expected processing time will be confirmed in writing. Refunds are normally made to the original payer or payment method.

Nothing in this policy limits a customer right that cannot lawfully be excluded.