Refund Policy 

Overview

CQ Nexus offers digital products and services — including individual game licenses, Nexus+ subscription plans, token packs, early access bundles, and creator tools. Because our products are delivered digitally and access is granted immediately upon purchase, our refund eligibility rules differ by product type.

This policy is written to be clear and fair. We want players, creators, and business partners to understand exactly what is and is not refundable before they buy. If you have questions, our support team is available at [email protected].

All monetary designations are in United States Currency. $1 = $1USD

Quick Reference Summary

The table below summarizes refund eligibility by product type. Full details for each category follow in subsequent sections.

Section 1 — Individual Game Licenses

Game licenses (Blackjack, Roulette, Craps, Baccarat, and future titles) are one-time digital purchases that grant permanent access to the purchased game module. Licenses are tied to your CQ Nexus account.

1.1  Standard Refund Window

You may request a refund for a game license under the following conditions:

• • Your refund request is submitted within 48 hours of the purchase timestamp.
  • You have not substantially accessed the game. Substantially accessed means: completing more than one full practice session, completing any guided tutorial, or using the game in Host or Dealer Mode.
  • Your account is in good standing with no outstanding violations of our Terms of Use.

1.2  Non-Refundable Circumstances

Refunds will not be issued for game licenses in the following situations:

• • The 48-hour window has passed.
  • The game has been substantially accessed as defined above.
  • The license was included as part of a bundle purchase — bundle refund rules apply instead (see Section 4).
  • You purchased the game a second time due to account switching and already accessed it on the original account.

1.3  Dealer Mode Add-Ons

Dealer Mode Add-Ons are sold as separate licenses layered on top of a base game license. Refund eligibility mirrors the base game policy: request within 48 hours, no substantial use. Refunding a Dealer Mode Add-On does not trigger a refund of the base game, and vice versa.

Section 2 — Nexus+ Subscription Plans

Nexus+ is our companion platform offering session tracking, bankroll management, community features, and creator tools. Subscriptions are available in monthly and annual billing cycles across four tiers: Free, Core ($4.99/mo), Pro ($9.99/mo), and Host ($19.99/mo).

* Prices subject to change

*An Enterprise plan is available at custom prices. 

2.1  Free Tier

The free tier provides 5 complete sessions with full platform access. No payment is required, and no refund policy applies. If your trial expires, you may upgrade to a paid tier to continue accessing premium features.

2.2  Monthly Billing

Monthly subscriptions are billed at the start of each billing cycle. Because access is granted immediately, we do not offer prorated refunds for partial months. However:

• • If you cancel within 72 hours of an auto-renewal charge and have not materially used the platform in the new billing period, you may request a full refund of that renewal.
  • Cancellation after 72 hours will stop future billing but does not generate a refund. Your paid access remains active until the end of the current billing period.
  • Downgrades (for example, from Host to Pro) take effect at the next billing cycle. No credit is issued for the difference within a paid period.

2.3  Annual Billing

Annual subscriptions offer a discounted rate in exchange for a 12-month commitment. Refunds are handled as follows:

• • You may request a prorated refund within 30 days of the annual charge if you have not substantially used the platform during that period.
  • After 30 days, annual subscriptions are non-refundable. You retain access through the end of your paid term.
  • If CQ Nexus substantially changes or discontinues a feature material to your subscription tier, you may request a prorated refund regardless of the 30-day window. These are reviewed individually.

2.4  Early Access Subscription Conversions

Certain early access bundle tiers (see Section 4) include complimentary Nexus+ periods that automatically convert to paid subscriptions at the end of the included period. You will receive advance notification before conversion. Refunds of the original bundle purchase are not available after purchase, but you may cancel the resulting subscription before its first paid renewal without charge.

Section 3 — Early Access Bundles

Early access bundles (Railbird, Felt Grinder, Whale, etc.) are limited-availability packages sold during the pre-launch period. They include combinations of game licenses, Nexus+ access periods, tokens, and exclusive perks at a significant discount to standard pricing.

3.1  All Sales Final

Early access bundle purchases are non-refundable. By purchasing a bundle, you acknowledge:

• • You are purchasing access to a platform currently in active development.
  • Feature availability may evolve. We commit to delivering the core entitlements (games and platform access), but specific features may ship on a rolling schedule.
  • Bundles are priced below market value for this reason, and the discount reflects the early-access nature of the purchase.

3.2  Exceptions

Despite the all-sales-final policy, we will issue a full refund for a bundle purchase if:

• • A technical error caused a duplicate charge. This will be reversed automatically within 5 business days, or upon request within 30 days of purchase.
  • CQ Nexus fails to launch the platform within 180 days of the bundle sale date, and no meaningful platform access has been provided during that period.
  • A charge was made on your account without your authorization (see Section 7 — Unauthorized Charges).

Section 4 — Token Purchases

CQ Nexus Tokens are a digital stored-value currency used within the platform for tipping creators, purchasing coaching sessions, entering tournaments, and accessing exclusive content. Tokens are purchased at a rate of $0.10 per token (100 tokens = $10, 500 tokens = $50, 1,000 tokens = $100).

4.1  Token Purchases Are Non-Refundable

Token pack purchases are final upon payment confirmation. Tokens are credited to your wallet immediately and are treated as stored value. For this reason:

• • Token purchases may not be refunded to your original payment method once credited.
  • Tokens may not be exchanged for cash except through the Creator Redemption program (see Section 5).
  • Tokens have no expiration date while your account remains active.

4.2  Promotional and Bonus Tokens

Tokens awarded through promotions, achievement milestones, referral programs, or subscription tier benefits are not convertible to cash and are not eligible for any refund. These tokens follow the same transfer and tipping rules as purchased tokens but cannot be redeemed through the Creator Redemption program.

4.3  Token Transfers (Tips and Service Payments)

When you transfer tokens to a Creator — via tip, coaching session payment, tournament entry, or content purchase — that transfer is generally final. However:

• • If a Creator fails to deliver a booked session, does not deliver purchased content within the agreed timeline, or violates platform terms, you may submit a dispute within 72 hours of the unfulfilled delivery date.
  • Verified disputes result in a token wallet credit, not a cash refund to your payment method.
  • CQ Nexus reserves the right to mediate disputes and issue token credits at our discretion. We do not guarantee reversal of all peer-to-peer token transfers.

Section 5 — Creator Token Redemption

Creators with verified payout eligibility may redeem earned tokens for USD via Stripe Connect. This section outlines the rules governing Creator redemptions, which differ from standard player refund policies.

5.1  Redemption Eligibility Requirements

To be eligible to redeem tokens, a Creator must have:

• • Completed Stripe Connect onboarding, including identity verification.
  • Submitted a valid W-9 (US) or W-8 (international) tax form.
  • Reached the minimum redemption threshold of 1,000 tokens ($100 gross value).
  • Held the tokens in their wallet for a minimum of 7 to 14 days (the aging window, set at CQ Nexus discretion for fraud prevention).

5.2  Redemption Fees and Net Payout

All redemptions are subject to a platform fee. The net payout is calculated as:

• • Gross token value: token count x $0.10
  • Less: platform fee (percentage TBD — see your Creator Dashboard for the current rate)
  • Less: any applicable reserved balance held for chargeback protection
  • Net USD payout transmitted via Stripe Connect

5.3  Redemption Reversals

A pending redemption may be reversed or held if:

• • A chargeback is filed by a user whose token purchase contributed to the redemption balance.
  • Platform compliance review identifies a violation of Creator terms.
  • Tax documentation is found to be incomplete or inaccurate.

Reversed redemptions return tokens to a reserved status, not to the available balance, pending resolution.

5.4  No Refund on Redeemed Amounts

Once a redemption has been marked as paid and funds transmitted, no reversal or refund is available from CQ Nexus. Disputes regarding transmitted payouts must be resolved directly with Stripe or your bank.

Section 6 — Technical Failures and Platform Errors

We stand behind the reliability of our platform. If you experience a purchase failure, entitlement error, or technical issue that prevents you from accessing what you paid for, we will make it right.

6.1  What Qualifies as a Technical Failure

• • A charge was processed but access was not granted (game not appearing in your library, subscription not activating, tokens not credited).
  • A verified platform bug or outage prevented you from using a product during a period of paid access.
  • An entitlement was incorrectly revoked due to a system error.

6.2  How to Report

Submit a support ticket at [email protected] or through the in-app Help section within 7 days of the issue. Include:

• • Your account email
  • Order number or transaction ID
  • A description of what happened and when
  • Any screenshots or screen recordings if applicable

6.3  Resolution

Technical failure reports are reviewed within 3 business days. Resolution options include:

• • Full refund to the original payment method if access was never delivered
  • Subscription extension equal to the downtime period
  • Token credit for platform unavailability during a paid session

We do not issue cash refunds for subjective dissatisfaction with platform performance (for example, disliking a game feature or disagreeing with an achievement system decision).

Section 7 — Unauthorized and Fraudulent Charges

If you believe a charge was made on your account without your authorization, act immediately.

7.1  What to Do

• • Contact [email protected] within 30 days of the charge with your account email and order number.
  • We will investigate and, if the charge is confirmed unauthorized, issue a full refund within 5 to 10 business days.
  • We will also secure your account (password reset, session termination) and review for additional unauthorized activity.

7.2  Chargeback Policy

We understand that chargebacks are a consumer protection mechanism. However, filing a chargeback without first contacting us often creates a longer resolution process for you and may result in account suspension pending investigation.

We ask that you contact us first. If we cannot resolve the issue, we will not dispute a chargeback filed in good faith. Chargebacks filed for purchases you authorized (buyer’s remorse, disagreement with a policy) may result in permanent account suspension and forfeiture of associated digital entitlements.

Section 8 — How to Request a Refund

We aim to make the refund process simple and fast. All refund requests are handled through our support team — we do not process refunds automatically through a self-service portal.

8.1  Contact Methods

• • Email: [email protected]
  • In-App: Navigate to Account > Help > Submit a Request
  • Response time: within 2 business days for most requests

8.2  Information to Include

• • Full name and account email address
  • Order number or transaction ID (found in your confirmation email or account Order History)
  • The product or purchase you are requesting a refund for
  • Reason for the request

8.3  Processing Time

Once a refund is approved:

• • Credit card refunds: 5 to 10 business days (varies by card issuer)
  • PayPal refunds: 3 to 5 business days
  • Token wallet credits: applied within 24 hours of approval

Section 9 — General Provisions

9.1  Governing Entity

All purchases through CQ Nexus are processed by CEI Limited as Merchant of Record. Platform operations are managed by Casino Education Investments LLC under a management agreement.

9.2  Policy Updates

CQ Nexus reserves the right to update this Refund Policy at any time. Material changes will be communicated via email and in-app notification at least 14 days before taking effect. Continued use of the platform after the effective date constitutes acceptance of the updated policy.

9.3  Relationship to Terms of Use

This Refund Policy is incorporated into and subject to the CQ Nexus Terms of Use. In the event of a conflict, the Terms of Use govern. Accounts suspended or terminated for Terms of Use violations are not eligible for refunds.

9.4  Responsible Gaming

CQ Nexus is an educational simulation platform and does not involve real-money wagering. Token purchases are for platform participation only. If you have concerns about compulsive spending behavior, please review our Responsible Gaming policy or contact support to discuss account restrictions.

9.5  Contact

For all refund requests and billing questions:

• • Email: [email protected]
  • Website: play.cqnexus.com/support
  • Merchant of Record: CEI Limited