1. Overview
This Refund Policy describes the circumstances under which Hive Mind Nestor Private Limited ("Hive Mind Nestor", "we", "us", or "our") will issue refunds for purchases made through hivemindnestor.com, optimizer.hivemindnestor.com, or any related service. This policy forms part of our Terms of Service.
We offer two categories of products with distinct refund terms: (a) the Hive Mind Ad Optimizer, our SaaS subscription product, and (b) consulting and managed service retainers.
2. Hive Mind Ad Optimizer — 7-Day Money-Back Guarantee
We offer a 7-day money-back guarantee on your first Hive Mind Ad Optimizer subscription. If you are not satisfied with the Optimizer for any reason, you may request a full refund within 7 calendar days of your initial subscription purchase.
How to request a refund
Email info@hivemindnestor.com from the email address associated with your account within 7 days of your initial purchase. Please include:
- Your account email;
- The Paddle transaction or order number (found in your receipt email);
- A brief note about your experience (optional but helpful).
Processing
Eligible refund requests will be processed within 5 business days of approval. The refund will be issued through Paddle to the original payment method. Depending on your bank or card issuer, it may take an additional 5 to 10 business days for the funds to appear on your statement.
What is not eligible
- Subscription renewals after the initial 7-day window;
- Partial-month refunds after the guarantee period;
- Accounts terminated for violation of our Terms of Service;
- Repeat refund requests from the same customer or organization.
3. Subscription Renewals and Cancellation
The 7-day money-back guarantee applies only to the initial subscription purchase. After the guarantee period ends, subscriptions renew automatically each billing cycle and are non-refundable for the current or future periods.
You may cancel your subscription at any time from your account dashboard. Cancellation stops future billing; your access continues until the end of the current billing period. No partial-month refunds are issued for cancellations made outside the guarantee window.
4. Consulting and Managed Service Retainers
Service retainers (account audits, PPC management, full account management) are sold as fixed-scope engagements and are subject to the following refund terms:
Account audits
Audits are refundable in full if cancelled before work has commenced. Once audit work has begun (typically within 2 business days of payment), the engagement is non-refundable. If we fail to deliver the audit within 14 business days of payment due to reasons within our control, you are entitled to a full refund.
Monthly retainers
Monthly retainer fees are paid in advance for services delivered during the billing month. Retainer fees are non-refundable once the billing month has commenced. You may cancel future billing cycles with 30 days written notice after completion of the initial minimum engagement term.
Dissatisfaction
If you are dissatisfied with the quality of services delivered, please raise the issue with your account strategist or email info@hivemindnestor.com. We will work in good faith to address concerns, which may include additional deliverables at no extra charge, a credit against a future engagement, or, at our sole discretion, a partial refund.
5. Chargebacks
If you believe a charge is unauthorized or incorrect, please contact us first at info@hivemindnestor.com. We will investigate and respond within 5 business days.
Initiating a chargeback with your card issuer without first contacting us may result in immediate suspension of your account and permanent removal from our Services. Chargebacks issued in bad faith may be contested with evidence of service delivery.
6. Exceptions and Statutory Rights
Nothing in this Refund Policy limits or excludes any statutory rights you may have under applicable consumer protection laws, including the right of withdrawal granted to consumers in the European Union under the Consumer Rights Directive.
Consumers in the EU and UK have the right to withdraw from a digital services contract within 14 days of purchase. If you expressly request that digital services begin during the withdrawal period and acknowledge losing the right of withdrawal, this right no longer applies once services have been fully performed.
7. Contact
Refund requests and questions should be directed to info@hivemindnestor.com.
All SaaS subscription refunds are processed through our payment processor, Paddle.com Market Limited. For payment-specific queries you can also contact Paddle directly through paddle.com.