1. Billing cycles
Paid subscriptions are billed in advance - monthly or annually, depending on the plan you select. Charges appear on your statement as "NEMSOL INC." or similar.
2. Free trial
New customers may receive a free trial period. We require a valid payment method to start a trial but will not charge it until the trial converts to a paid subscription. You can cancel during the trial without being charged.
3. Refunds
Refunds are issued in the following situations:
- First 14 days of paid annual subscription - full refund on request.
- Service outage or platform failure - prorated refund based on impact and duration.
- Billing error - full refund of incorrectly charged amounts.
- Material breach by Nem - refund of unused prepaid period.
Monthly subscriptions are non-refundable except in the case of billing error or material breach by Nem.
4. Cancellation
You can cancel your subscription at any time from your account settings. Cancellation takes effect at the end of your current billing cycle; you retain access until that date. We will not bill again after cancellation.
5. Account closure and data export
Active customer data is retained for the duration of your subscription. After termination or cancellation your data remains available for 30 days so you can export it (CSV download); after that window we delete it, unless a legal or contractual retention obligation requires us to keep it longer. Deletion is a documented process we run, not an automated purge job. Encrypted backups are overwritten on a rolling 30-day cycle, so a copy can persist in backup for up to 30 days after deletion. Audit logs are retained for at least 6 years to support HIPAA-aligned operations.
For Protected Health Information, the return-or-destroy obligation in the Business Associate Agreement controls, including its infeasibility carve-out for data held in backup.
6. Failed payments
If a payment fails, we will retry over a 7-day grace period. If payment is not made, the subscription will be suspended. Access is restored if payment is made within the following 30 days; after that the account is terminated and offboarding follows the schedule in section 5.
7. Taxes
Fees are exclusive of taxes. Where applicable, taxes will be added to your invoice based on your billing address and local rules.
8. Disputes
Please contact info@nemsol.org with any concern before initiating a chargeback. We aim to resolve disputes promptly and fairly.
9. Changes to pricing
We may change pricing with 30 days' written notice. Existing annual subscriptions are honored at their original rate through the end of the term.