Overview
If NexData Recovery Pro isn't working properly on your system, you can request a full refund. We just ask that you meet the conditions below.
Refund Eligibility
To be eligible for a refund, all of the following conditions must be met:
- The refund request is submitted within 10 days of the original purchase date.
- You provide clear evidence that the software is malfunctioning, such as a screenshot or screen recording showing the error or failure.
- The issue is a genuine software defect — not an inherent limitation of data recovery technology (see exclusions below).
⚠️ What Is NOT Eligible for a Refund
Recovery depends on the physical condition of your drive. These situations are not software bugs and are not covered by our refund policy:
- Overwritten data: When new data has been written to the same disk sectors after deletion, the original files are permanently destroyed. No software can recover overwritten data.
- Physically damaged drives: If the storage device has physical damage (e.g., head crash, water damage, burned circuits), software-based recovery cannot access the media. This requires professional cleanroom services.
- Heavily fragmented files: Large files (especially videos) that were stored in non-contiguous disk sectors may be partially recoverable but not fully playable. This is a fundamental limitation of file carving, not a bug.
- Encrypted volumes without the key: If the original encryption password or recovery key is lost, the data cannot be decrypted by any tool.
- SSD TRIM'd data: Modern SSDs with TRIM enabled permanently erase deleted blocks at the hardware level. Once TRIM has run, the data is physically gone.
- Unsupported file formats: NexData recovers files by matching known binary signatures. Proprietary or extremely rare formats may not be supported.
- Partial or corrupted recovery results: Recovered files may not always be 100% intact. Partial recovery of some files from a damaged or overwritten disk is expected behavior, not a defect.
How to Request a Refund
- Send an email to support@xpensepal.com with the subject line: "Refund Request — NexData Recovery Pro"
- Include your order confirmation email or license key for verification.
- Attach a screenshot or screen recording clearly showing the issue you are experiencing.
- Briefly describe the problem and the steps you took before encountering it.
Processing Time
We aim to review all refund requests within 3 business days. If approved, the refund will be processed to your original payment method within 5–10 business days depending on your bank or payment provider.
Important Notes
- Refund requests submitted after 10 days from the purchase date will not be honored.
- We strongly encourage you to use the Free Version first — it allows unlimited scanning and full file previews so you can verify your data is recoverable before purchasing a Pro license.
- Upon refund approval, your license key will be deactivated.
Contact
For any questions about this policy, reach out to us at support@xpensepal.com.