Cancelling, and getting money back.
Last updated 24 August 2026
What you can cancel, and what you get back. The rules differ depending on whether you are buying as a consumer or as a business, so this page covers both.
If you are a consumer
A consumer is someone buying for purposes outside their trade, business, or profession. Under the Italian Consumer Code (Legislative Decree 206/2005), which implements EU Directive 2011/83/EU, you have 14 days to withdraw from a contract agreed at a distance, without giving any reason and without penalty. The 14 days run from the day the contract is concluded.
The exception that matters most here
If you ask us to start work during those 14 days, and we finish before they are up, you lose the right to withdraw — but only if you asked for the early start expressly and we told you at the time that finishing early would cost you the right. We always put that in writing before starting early, so you will know.
If work has started but is not finished when you withdraw, you pay for the part already done, in proportion to what was agreed for the whole.
How to withdraw
Email info@nexhostai.com before the 14 days end. Any clear statement works; you may copy this:
“I hereby withdraw from my contract with Nexhost AI S.r.l. for the following service: [package]. Ordered on: [date]. Name: [your name]. Address: [your address]. Date: [today].”
We will confirm as soon as we receive it.
Getting your money back
We refund within 14 days of receiving your withdrawal, using the same payment method you used, unless you agree to another. There is no fee for the refund itself; only the proportion for work already done, described above, is deducted.
If you are a business
The statutory 14-day withdrawal right does not apply to business purchases. What applies instead is your scope and the terms of service: you may cancel ongoing work with 30 days’ written notice, and you pay for work completed and for commitments we cannot cancel. Deposits cover work already scheduled and are refundable only to the extent that work has not begun.
If something is wrong with what we delivered
This is separate from withdrawal and applies to everyone. If a deliverable does not match the agreed scope, tell us within 30 days of delivery and we will fix it at no charge. If we cannot fix it in a reasonable time, you may have the price reduced proportionately or, where the failure is fundamental, cancel and be refunded for that part. Consumers’ statutory rights over faulty services are unaffected by anything on this page.
What we do not refund
- Work already completed and accepted, outside the withdrawal window.
- Fees paid to third parties on your behalf — domains, licences, cloud or API usage — once those providers have charged them.
- Losses caused by you changing or removing a delivered system after handover.
- Dissatisfaction with results that fall outside what the scope actually promised. If you think a scope promised more than we delivered, say so — that is a warranty question and it is handled above.
Disputes
Talk to us first: info@nexhostai.com. Most of this is quicker to resolve by email than by anything formal. If that fails, consumers may use the European Commission’s online dispute resolution platform at ec.europa.eu/consumers/odr. The terms of service set out the governing law and competent courts.