Voluntary Termination by the Customer
You may terminate your NexusAI account and cease all service usage at any time. This is a no-questions-asked voluntary termination right. However, certain conditions and obligations apply depending on your subscription tier and the timing of your termination request.
Notice Period Varies by Plan
Monthly plans require 5 business days' notice. Annual plans require 30 days' written notice. Enterprise plans require 60 days' written notice as specified in your Master Services Agreement.
Termination Conditions by Plan
| Plan Tier | Notice Period | Refund Eligibility | Grace Period |
|---|---|---|---|
| Starter | 5 Business Days | Pro-rated | 30 Days |
| Professional | 30 Calendar Days | Partial | 30 Days |
| Enterprise | 60 Calendar Days | Per Contract | 90 Days |
Upon termination, you must:
- Submit a formal termination request via the NexusAI dashboard or email to termination@nexusai.com
- Settle all outstanding invoices and financial obligations
- Complete the mandatory data export process (see Section 8.5)
- Return or destroy any confidential NexusAI materials provided under NDA
- Revoke all API keys, service accounts, and third-party integrations connected to your account
Quick Cancellation
Starter and Professional users can initiate immediate cancellation through Settings → Account → Manage Subscription → Cancel Plan. A confirmation email with next steps will be sent within 24 hours.
Termination Initiated by NexusAI
NexusAI reserves the right to terminate or suspend your account and access to our services under specific circumstances. We categorize these circumstances into termination with notice and immediate termination.
With Notice (14–30 Days)
NexusAI may terminate with advance written notice for the following reasons:
- Business Restructuring: Discontinuation of a specific product line or service tier that is no longer commercially viable.
- Technological Changes: Migration to new infrastructure rendering existing service delivery incompatible.
- Geographic Restrictions: Changes in applicable law or regulation that prevent NexusAI from providing services in your jurisdiction.
- Payment Issues: Repeated failed payment attempts (3+ occurrences within 60 days) after all recovery efforts have been exhausted.
- Merged or Acquired: NexusAI has been acquired by another entity and the surviving entity elects to not continue service.
Immediate Termination (No Notice)
Immediate termination may occur without prior notice in cases involving:
- Security Threats: Evidence of unauthorized access, hacking attempts, abuse of APIs, or exploitation of platform vulnerabilities.
- Illegal Activity: Use of NexusAI services for any purpose that violates applicable law, regulation, or international sanctions.
- IP Infringement: Material and repeated violations of intellectual property rights, including submitting third-party models or data without proper authorization.
- Platform Abuse: Excessive resource consumption, DDoS attacks, scraping, or reverse-engineering of NexusAI infrastructure.
- Reputational Risk: Activities that significantly harm NexusAI's brand, reputation, or standing with regulatory bodies.
Immediate Suspension
In cases of suspected security threats or illegal activity, NexusAI reserves the right to immediately suspend your account pending investigation, which may result in permanent termination.
Breach-Related Termination Procedures
Termination for cause follows a structured escalation process designed to give customers a reasonable opportunity to cure material breaches before permanent account termination.
Escalation Process
Breach Notification
NexusAI sends a formal written notice identifying the specific breach, the relevant contract section violated, and the required corrective actions.
Cure Period
The customer has 15 business days to remedy the breach. NexusAI provides reasonable assistance during this period. Complex issues may receive an extension up to 30 days.
Compliance Review
NexusAI reviews whether the breach has been satisfactorily remedied. If cured, normal service resumes. If not, a second notice is issued.
Final Warning & Final Cure
A final written warning is issued with an additional 15-day cure period. Failure to remedy results in automatic termination at Day 35.
Account Termination
The account is permanently terminated. All associated services are disabled, and the post-termination data retention clock begins.
Cure Period Extensions
For Enterprise customers, cure periods may be extended by mutual written agreement. Extensions do not constitute a waiver of NexusAI's right to terminate for subsequent breaches of the same or similar nature.
How the Termination Process Works
The termination process follows a standardized workflow to ensure a smooth, transparent transition for all parties involved.
Required Documentation
Depending on the termination type, the following documentation may be required:
| Document | Voluntary | For Cause | Enterprise |
|---|---|---|---|
| Termination Notice Letter | Required | Required | Required |
| Final Invoice Settlement | If Applicable | Required | Required |
| Data Export Confirmation | Required | Required | Required |
| NDA Acknowledgment | — | Required | Required |
| Transition Services Agreement | — | — | Optional |
Your Data After Termination
Data handling after termination is governed by strict retention, export, and destruction policies designed to protect both your interests and NexusAI's operational requirements.
Data Export Options
Before your account is terminated, you must export your data using one of the following methods:
- Self-Service Export: Available through the dashboard at Settings → Data Management → Export All Data. Exports are provided in JSON, CSV, or Parquet format.
- Automated Pipeline Export: Enterprise customers may configure automated export pipelines to transfer data directly to their designated cloud storage (S3, GCS, Azure Blob).
- Assisted Export: NexusAI customer success team can initiate an assisted export for complex data architectures. Processing time: 5–10 business days.
Post-Termination Data Retention Schedule
| Data Category | Retention Period | Destruction Method |
|---|---|---|
| Customer Input Data | 30 Days | Cryptographic Erasure (NIST 800-88) |
| Model Training Data | 90 Days | Secure Deletion + Verification Audit |
| Custom Models & Configurations | 90 Days | Secure Deletion + Verification Audit |
| Usage Logs & Analytics | 180 Days | Anonymized Aggregation |
| Financial Records | 7 Years | Archived (Legal Compliance) |
| Communication Records | 3 Years | Secure Archive Then Deletion |
Irreversible After Grace Period
Data not exported within the designated grace period (30–90 days depending on plan) will be permanently deleted and cannot be recovered. NexusAI bears no liability for data loss resulting from failure to complete export within the grace period.
Obligations That Survive Termination
Certain obligations under the Terms of Service continue to apply even after your account has been terminated. Both parties remain bound by these surviving provisions.
Customer Post-Termination Obligations
- Continue to comply with all confidentiality and NDA obligations for the duration of the applicable confidentiality period.
- Destroy or return all NexusAI Confidential Information, including SDKs, documentation marked confidential, and API specifications.
- Discontinue all use of NexusAI trademarks, logos, and brand materials.
- Remove all NexusAI-powered features from your production applications within 30 days or transition to an alternative solution.
- Pay all outstanding fees, penalties, and charges accrued prior to the effective termination date.
NexusAI Post-Termination Obligations
- Provide a certified data destruction report within 45 days of the data retention period expiration.
- Issue a final invoice within 10 business days of the effective termination date.
- Provide transition assistance as specified in any applicable Transition Services Agreement (Enterprise only).
- Remove customer references from marketing materials, case studies, and public testimonials upon written request.
Refund Eligibility and Procedures
Refund policies upon termination vary based on plan tier, billing cycle, and the circumstances surrounding the termination.
Refund Rules
| Scenario | Refund Amount | Processing Time |
|---|---|---|
| Voluntary — Monthly Plan (prorated) | Remaining unused days | 5–10 Business Days |
| Voluntary — Annual Plan | Remaining months × 80% | 15 Business Days |
| Voluntary — Enterprise | Per MSA Terms | As Specified in MSA |
| NexusAI Initiated (non-cause) | 100% Prorated Remaining | 10 Business Days |
| Termination for Cause | No Refund | N/A |
| Force Majeure | 100% Prorated Remaining | 15 Business Days |
Refund Method
Refunds are issued to the original payment method used at the time of purchase. Credit card refunds may take an additional 5–10 business days to appear in your account depending on your financial institution.
Setup fees, onboarding fees, and custom development fees are non-refundable unless NexusAI is unable to deliver the agreed-upon services due to its own fault. Custom ML model training fees are refundable only if NexusAI fails to meet the agreed model performance metrics.
Force Majeure Termination
Neither party shall be liable for any failure or delay in performing its obligations under the agreement (excluding payment obligations) to the extent caused by a Force Majeure Event.
Definition
A "Force Majeure Event" means any event beyond a party's reasonable control, including but not limited to:
- Natural disasters (earthquakes, floods, hurricanes, volcanic activity)
- War, terrorism, civil unrest, or government-imposed restrictions
- Internet backbone failures, major power grid failures, or telecommunications outages not caused by NexusAI
- New laws, regulations, or executive orders that make service provision illegal or commercially impracticable
- Pandemics or public health emergencies that materially impact operations
- Actions by cloud service providers (AWS, GCP, Azure) that materially disrupt NexusAI's infrastructure
Termination Rights Under Force Majeure
If a Force Majeure Event persists for more than 30 consecutive days, either party may terminate the agreement by providing written notice. Upon such termination:
- All unused prepaid fees shall be refunded in full
- Each party shall bear its own costs
- Standard data retention and export obligations shall apply
- No penalties or liquidated damages shall be assessed against either party
Provisions That Survive Termination
The following sections of the Terms of Service shall survive any termination of the agreement, regardless of the reason for termination:
These provisions are intended to protect the legitimate interests of both parties and shall remain in full force and effect until their respective expiry periods have lapsed or all obligations thereunder have been satisfied.
Resolving Termination Disputes
If a dispute arises regarding the validity, process, or consequences of a termination, the following resolution framework applies.
Dispute Resolution Process
Direct Negotiation
The disputing party must first attempt to resolve the matter through good-faith negotiations with NexusAI's designated dispute resolution team. Contact: disputes@nexusai.com.
Mediation
If direct negotiation fails, both parties agree to participate in non-binding mediation administered by an independent mediator selected by mutual agreement. Costs shared equally.
Binding Arbitration
If mediation is unsuccessful, the dispute shall be resolved through binding arbitration administered by the American Arbitration Association (AAA) under its Commercial Arbitration Rules. The arbitration shall be conducted in San Francisco, California.
Court Intervention
Either party may seek injunctive relief in a court of competent jurisdiction to prevent irreparable harm, including enforcement of confidentiality or intellectual property obligations.
Governing Law
All disputes shall be governed by the laws of the State of California, without regard to its conflict of law provisions. The UN Convention on Contracts for the International Sale of Goods shall not apply.
Emergency Contact for Termination Disputes
100 Innovation Drive, Suite 400
San Francisco, CA 94105