CEI Limited, operating CQ Nexus through Casino Education Investments LLC

Overview

CQ Nexus offers digital products and services — including individual game licenses, Nexus+ subscription plans, and early access purchases. 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

This policy applies to all purchases made through play.cqnexus.com and within the CQ Nexus application. Purchases made through third-party app stores (iOS App Store, Google Play) are governed by that platform's refund policy.

Quick Reference Summary

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

Product / Purchase Type	Refund Eligible?	Request Window	Refund Method
Individual Game License — Standard ($24.99)	Yes — limited	48 hours of purchase; game not substantially accessed	Original payment method
Individual Game License — Early Access ($24.99 + 3mo Nexus+ Core)	Yes — limited	48 hours of purchase; game not substantially accessed	Original payment method; Nexus+ Core bonus revoked concurrently
Individual Game License — Pro ($29.99)	Yes — limited	48 hours of purchase; game not substantially accessed	Original payment method
Dealer Mode Add-On	Yes — limited	48 hours of purchase; not substantially accessed	Original payment method
Nexus+ Subscription (monthly)	Prorated in limited cases	Within 72 hours of billing cycle	Credit or original method
Nexus+ Subscription (annual)	Prorated — see policy	Within 30 days of annual charge	Credit or original method
Technical Failure (any product)	Full refund or credit	Report within 7 days	Original method or credit
Duplicate / Unauthorized Charge	Full refund	Report within 30 days	Original payment method

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 and are available in three purchase tiers:

• Standard License — $24.99.
• Early Access License — $24.99, includes a complimentary 3-month Nexus+ Core subscription (see Section 3).
• Pro License — $29.99, available once a title's Pro version has released. Does not include a Nexus+ Core bonus.

All three tiers are subject to the same refund terms described below unless otherwise noted.

1.1 Standard Refund Window (All Tiers)

You may request a refund for a game license — Standard, Early Access, or Pro — 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.
• You purchased the game a second time due to account switching and already accessed it on the original account.
• Early Access purchases follow this same window and, if refunded, also forfeit the complimentary Nexus+ Core bonus described in Section 3.2.

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.

If you accidentally purchased the wrong game, contact [email protected] within 48 hours. We will evaluate these on a case-by-case basis and may offer an exchange credit toward the correct title rather than a direct refund.

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 Nexus+ Core Bonus

Early Access game license purchases (see Section 3) include a complimentary 3-month Nexus+ Core subscription. This bonus automatically converts to a paid Nexus+ Core subscription ($4.99/mo) at the end of the 3-month period unless canceled beforehand. You will receive advance notification before conversion.

If the underlying Early Access game purchase is refunded, the complimentary bonus is revoked immediately regardless of how much of the 3-month period remains (see Section 3.2).

This bonus is exclusive to the Early Access purchase window for a given title. It is not included with Standard or Pro purchases, and is not offered once a title's Pro version has released.

Important: Your session data, bankroll history, achievement progress, and community contributions are retained in your account regardless of subscription status. Downgrading or canceling does not delete your data.

Section 3 — Early Access Purchases

3.1 Early Access Pricing and Bonus

Early Access is a purchase option offered for a title before its Pro version releases. Early Access is priced identically to the Standard License ($24.99) and includes a complimentary 3-month Nexus+ Core subscription (a $14.97 value) as an incentive for early purchasers.

This bonus is exclusive to the Early Access period for each title. Once a title's Pro version releases, Early Access pricing for that title is no longer offered, and new purchases follow Standard or Pro pricing without the Nexus+ Core bonus.

3.2 Refund Terms

Early Access purchases follow the same refund terms as Standard and Pro licenses (Section 1.1): requests must be submitted within 48 hours of purchase, and the game must not have been substantially accessed.

If an Early Access purchase is refunded within this window, the complimentary Nexus+ Core bonus is revoked concurrently with the refund, regardless of how much of the 3-month bonus period has been used. No prorated credit is issued for any unused or already-used portion of the bonus.

3.3 Bonus Conversion

If the complimentary Nexus+ Core subscription is not canceled before the end of the 3-month period, it automatically converts to a paid subscription. See Section 2.4 for full terms.

Section 4 — 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.

4.1 What Qualifies as a Technical Failure

• A charge was processed but access was not granted (game not appearing in your library, subscription not activating).
• 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.

4.2 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

4.3 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

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 5 — Unauthorized and Fraudulent Charges

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

5.1 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.

5.2 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 6 — 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.

6.1 Contact Methods

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

6.2 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

6.3 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

Section 7 — General Provisions

7.1 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.

7.2 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.

7.3 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.

7.4 Responsible Gaming

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

7.5 Contact

For all refund requests and billing questions:

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