Service-hours terms

NexeGo is in early access. We are opening it to a small group of early businesses first, and we set each one up personally.

Version 1.0. Effective from 22 October 2026. These terms form part of our Terms of service.

1. What service hours are

Service hours are prepaid time of our team, for work you want us to do for you: teaching your team, setting up agents and knowledge, configuring workflows and connections, making changes, and maintenance. Our platform is fully configurable, so we never build custom software; we understand your business and set its agents up. Service hours buy that configuration work, never custom software (Terms of service, clause 5.1).

2. Prices

Service hours are sold in fixed packs. You can buy any pack as many times as you like.

GST at 18% is added. Any discount is shown as a discount from these prices, with its end date. Customers outside India pay the prices on our international price list. There is no setup fee.

2.1 Founding customer offer (until 30 November 2026)

• Open to every early customer, however you came to us, who pays by 30 November 2026.
• It includes early access to NexeGo, the free plan, and service hours at ₹2,000 an hour instead of the ₹2,500 list price (20% off), for any number of hours from 3. The minimum, 3 hours, costs ₹6,000 + GST of ₹1,080 = ₹7,080.
• Paid once by UPI, bank transfer or against our invoice. There is no auto-debit and no mandate. Our bank details are on our invoice.
• Refund: if your setup has not started within 60 days of your payment, we refund the full amount, including GST. Ask for it within 30 days after the 60 days end. It does not apply when setup is waiting on you. After setup starts, the hours are not refundable. Setup starts with the first logged piece of work after you approve our written estimate; the free discovery call does not count.
• Everything else in these terms applies, including 12 months' validity.

3. Packs

The smallest purchase is the 3-hour pack. Hours are sold only in the packs in section 2, except under the founding customer offer (section 2.1); each pack you buy adds its hours to your balance.

4. Validity

Hours are valid for 12 months from the date of purchase. We use the oldest hours first. Unused hours expire at the end of their 12 months. We remind you 30 days before any hours expire.

5. No refunds

Hours are prepaid and not refundable, and cannot be exchanged for money or credits. The only exceptions are the founding customer offer's refund before setup starts (section 2.1) and the cases in section 10 of our Refund and cancellation policy (for example a duplicate charge).

6. If you cancel your plan

Your hours stay valid for their 12 months, and you can still use them while on the free plan.

7. What counts as billable time

Calls and meetings about the job, working out requirements, configuring, testing, writing documentation, and handover. The first discovery call (section 9) is free. Time spent fixing our own mistakes within the fix window is free.

8. How we record time

We record work in 15-minute steps. Each piece of work is rounded up to the next 15 minutes, and the smallest charge is 15 minutes. For example, a 40-minute call uses 45 minutes (0.75 hours) of your balance; a 10-minute fix uses 15 minutes. Every entry appears in your usage log with the date, the task, the time used and who did it.

9. How a job runs

1. Request: ask through the app, email or WhatsApp.
2. Discovery call: a free 20-minute call to understand what you need, booked at https://nexego.ai/book.
3. Written estimate: the scope, what we will deliver, what is not included, and the hours.
4. Your approval: nothing starts until you approve. If your balance is short, you buy hours first.
5. Work: logged in 15-minute steps, visible in your usage log.
6. Handover and sign-off: we hand over the work with a short note; you confirm.
7. Fix window: for 7 days after handover, we fix our own mistakes free.
8. Changes: any change to the agreed scope gets a new estimate and your approval before we start.

10. Estimates

An estimate is our honest best judgement, not a fixed price. If we see that a job will need more hours than estimated, we stop and ask you before using more.

11. What we need from you

Timely access to the accounts and information the job needs, and timely answers and approvals. If a job waits on you for more than 30 days, we may close it; hours not used stay in your balance.

12. Who owns the work

The agents, settings, knowledge and documents we set up in your workspace for you are yours, as our Terms of service, clause 17, says. The NexeGo platform, library and tools we use stay ours.

13. Partners and agencies

Agencies and partners may offer their own services to you at their own prices. That is an agreement between you and them, not with us.

14. Limits

We are not responsible for decisions or delays by third parties, such as Meta's approval of a WhatsApp number or message template. Our Terms of service limit our liability.

15. Contact

hello@nexego.ai · +91 96763 33630 · WhatsApp · Monday to Saturday, 10 AM to 7 PM IST

Complaints: our Grievance Officer, Nithin Raj Paladugula, Founder and CEO, Nexego Private Limited, hello@nexego.ai (subject line: Grievance). We acknowledge a complaint within 24 hours and aim to resolve it within 15 days.