Booking, Cancellation & Refund Policy

Rescheduling — free with notice

Plans change. You may reschedule your session at no cost by contacting us at least 24 hours before your scheduled start time. One reschedule per booking is included, subject to available time slots. To reschedule, reply to your confirmation email or message us on WhatsApp.

Cancellations by you

More than 24 hours before your session: you'll receive a refund of the amount paid, less the third-party payment-processing fees charged by our payment provider (currently approximately 2.9% + CA$0.30 for most cards). These fees are collected by the payment provider when you pay and are not returned to us when a payment is refunded, so we are unable to refund them.

Less than 24 hours before your session, or a no-show: the booking is non-refundable, because the time slot was reserved exclusively for you. At our discretion, we may offer to apply the amount paid as a credit toward a rescheduled session.

Cancellations by us

If we need to cancel or are unable to deliver your session, you choose either a full refund — including processing fees, at no cost to you — or a free rebooking at a time that works for you.

Technical problems

If a session cannot take place or is materially interrupted due to a failure on our side (connectivity, platform, or scheduling error), we will offer a free rescheduled session or a full refund.

Late arrival

Sessions begin and end at the scheduled time. If you arrive late, the remaining time is yours; arriving more than 15 minutes late without notice may be treated as a no-show.

How refunds are processed

Approved refunds are issued to the original payment method via Stripe, typically within 5–10 business days depending on your bank. We never ask for card details to process a refund.

Questions and disputes

If something didn't go as expected, contact us first at contact@nextia-ai.com or via WhatsApp — we resolve almost everything quickly and fairly. Initiating a card dispute without contacting us first delays resolution for everyone.

We may, at our sole discretion, offer remedies more generous than this policy in individual cases; doing so does not waive the policy for other bookings.