Terms of Service

13.2 Payment Processing: Payments are processed through Stripe Connect. By booking, you authorize charges to your payment method.

13.3 Cancellation Policy — Time-Based Refund Tiers (Customer-Initiated): The following tiers apply to bookings cancelled by the Customer. These thresholds are enforced automatically by our system at the time of cancellation:

• 48 or more hours before the scheduled session start: 100% full refund. The payment authorization is released or a full refund is issued. No fees of any kind.
• 24 to 48 hours before the scheduled session start: 50% partial refund. The Consultant retains 50% as compensation for the short-notice cancellation and reserved calendar time.
• Less than 24 hours before the scheduled session start, or no-show: No refund. The Consultant retains 100% of the booking amount. No exceptions except as provided in Section 13.4.

These thresholds are calculated from the moment the cancellation request is submitted in the platform to the scheduled session start time. The platform enforces these automatically — the refund percentage applied is final and cannot be modified after a cancellation is processed.

13.3a Group Event Service Fee. For paid Group Events (Section 13.15), a separate Service Fee covering payment-processing costs is added to the ticket price, itemised at checkout as “Ticket price”, “Service fee” and “Total charged”, and charged to the Customer at the time of registration. The Service Fee is calculated so that it equals the payment processor’s fee on the total amount charged (currently 2.9% + $0.30, computed on the total) and is paid to NexProLink, not the Host. The Service Fee is non-refundable on Customer-initiated cancellations. The refund tiers in Section 13.3 apply to the ticket price only; a 100% refund under Section 13.3 therefore returns the full ticket price and retains only the Service Fee. Payment processors charge a single processing fee per transaction and do not charge an additional fee when a refund is issued; the retained Service Fee corresponds solely to that original, non-returnable processing cost. If the Host cancels or fails to appear (Section 13.4 and Section 13.15), the Customer receives a 100% refund of the total amount charged, including the Service Fee. Free Group Events carry no Service Fee. Applicable sales or value-added taxes, where NexProLink is required to collect them, will be shown as a separate line item at checkout.

13.3b Short Session Protection (One-on-One Sessions). For one-on-one On-Demand and Request-to-Book sessions, your payment method is authorized (a temporary hold) at booking and is captured only after the session is delivered. NexProLink measures connected time — the time during which both the Customer and the Consultant were verified present in the video session, excluding lobby time, reconnection countdowns and any period in which either party was disconnected. If connected time is less than two (2) minutes, the session is not billable: the authorization is released in full, the Customer is not charged, no payout is issued to the Consultant, and the booking is recorded as “Short Session — Not Charged”. This applies regardless of which party ended the session or whether the session ended because a party failed to rejoin within the reconnection window. Connected time is determined solely from NexProLink’s server-side session records, which are authoritative. Subject to Section 13.3c, once connected time reaches two (2) minutes, the session is billable in full at the booked price (plus any per-minute overage disclosed on the Consultant’s service listing for metered services), including where a party ends the session early or leaves and does not return; a Customer who believes a Consultant ended a billable session without delivering the service may open a Resolution Center case under Section 13.16 or contact support@nexprolink.com for review under Section 13.4a, and any unresolved dispute is governed by Section 19. Metered per-minute services that reach the minimum are billed for connected time only. Consultants who repeatedly end or abandon sessions under the minimum may be subject to review under Section 13.4. Free sessions, sessions paid under a subscription, insurance-billed healthcare visits and Group Events (Sections 13.3a and 13.15) are not subject to this Section.

13.3c Consultant Disconnect Protection (One-on-One Sessions). For the same one-on-one On-Demand and Request-to-Book sessions, if the Consultant’s connection is lost and the Consultant does not return before the reconnection window expires, and connected time is less than fifty percent (50%) of the booked session length, the session is not billable: the authorization is released in full, the Customer is not charged, and no payout is issued to the Consultant. This applies whether the Customer waits for the reconnection window to expire or chooses to end the session during it. It does not apply where the Consultant ends the session using the End control, or where the Customer’s connection is the one lost; in those cases Section 13.3b applies. Where 50% or more of the booked time was delivered before the Consultant’s connection was lost, the session is billable at the booked price. Determinations are made solely from NexProLink’s server-side session records. Consultants whose sessions repeatedly end under this Section may be subject to review under Section 13.4. NexProLink does not charge Consultants any fee under this Section.

13.3d Group Event Host Disconnection and Early Ending (Participants). If the Host of a Group Event disconnects after starting it and does not return within the reconnection window, or ends the Group Event early, NexProLink measures how much of the booked time the Host was actually connected, excluding any time the Host was disconnected, using only NexProLink’s server-side session records, which are authoritative. If at least one participant joined and the Host was connected for less than two (2) minutes, or for less than fifty percent (50%) of the booked time, every registered participant — whether or not that participant joined — is automatically refunded 100% of the amount paid, including the Service Fee, with no action required. If the Host was connected for fifty percent (50%) or more of the booked time, the Group Event is treated as delivered and your ticket stands, without prejudice to Section 13.16. Where no participant joins, a Group Event is treated as delivered if the Host remained connected for at least the five (5) minute attendance window; otherwise every registered seat is refunded. The reconnection window is five (5) minutes per disconnection, and total disconnected time is capped at ten (10) minutes per Group Event; when the cap is reached the Group Event is finalized without further waiting. The scheduled end time of a Group Event is not extended by a Host’s disconnection. Sections 13.3b and 13.3c apply to one-on-one sessions only and do not apply to Group Events.

13.4 Consultant-initiated cancellations: If a Consultant cancels for any reason at any time, the Customer receives a 100% full refund automatically, regardless of timing. Cancellation fees go entirely to the Consultant (for customer-initiated cancellations only). Repeated Consultant cancellations may result in account suspension or termination.

13.4a Emergency Exception: Genuine documented emergencies (medical, natural disaster, bereavement) may be reviewed for a refund exception at NexProLink's sole discretion by contacting support@nexprolink.com. NexProLink is not obligated to grant exceptions and will not be liable if an exception is denied.

13.5 Fraudulent chargebacks, disputed charges without merit, or attempts to circumvent this policy may result in immediate account suspension, permanent termination, and referral to collections or legal action. NexProLink reserves the right to recover all costs associated with processing a fraudulent chargeback, including Stripe fees and legal costs.

13.6 Subscription Plans: NexProLink offers recurring subscription plans exclusively for licensed healthcare professionals ("Healthcare Subscribers"). Current plans include: (a) Starter — $29/month or $278/year, 10 sessions/month; (b) Professional — $49/month or $470/year, 20 sessions/month; (c) Practice — $99/month or $950/year, 50 sessions/month; (d) Enterprise — $199/month or $1,910/year, unlimited sessions/month (subject to Section 13.9 Fair Use). Prices are in U.S. dollars and may change with 30 days' notice.

13.7 Automatic Renewal — FTC Negative Option Rule Disclosure (16 C.F.R. Part 425): YOUR SUBSCRIPTION WILL AUTOMATICALLY RENEW AT THE END OF EACH BILLING PERIOD (MONTHLY OR ANNUALLY) UNLESS YOU CANCEL BEFORE THE RENEWAL DATE. By subscribing, you expressly and unambiguously consent to NexProLink charging your payment method on file for the then-current subscription fee at each renewal period without further action from you, consistent with the FTC's Rule Concerning Recurring Subscriptions and Other Negative Option Programs (16 C.F.R. Part 425, effective 2025). The charge amount, renewal date, and a simple one-click cancellation mechanism are displayed in your subscription dashboard at /subscription/manage. You may cancel at any time via /subscription/manage — cancellation must be completed no later than 11:59 PM (CT) on the day before your renewal date to avoid being charged for the next period. We will confirm cancellation in writing to your registered email address within 24 hours of submission.

• Annual Renewals: You will receive an email reminder at least 7 days before your annual subscription renews. This reminder is sent to your registered email address. It is your responsibility to ensure your email address is current and that emails from nexprolink.com are not blocked by your spam filter. Failure to receive the reminder email does not exempt you from the renewal charge.
• Monthly Renewals: Monthly subscriptions renew automatically. No advance reminder email is sent for monthly renewals. Your renewal date is always visible in your subscription dashboard.
• How to Cancel: You may cancel at any time through (a) your subscription management page at /subscription/manage, or (b) by emailing support@nexprolink.com. To avoid being charged for the next billing period, you must cancel at least 24 hours before your current billing period ends. Cancellation takes effect at the end of the current paid period — you retain access until the period ends.
• Price Changes: If we change subscription pricing, we will notify you at least 30 days in advance via email and in-app notification. Your continued subscription after the effective date of a price change constitutes acceptance of the new price.
• Failed Renewal Payments: If a renewal payment is declined or fails, your subscription is marked past due and our payment processor, Stripe, automatically retries the charge up to four (4) times over approximately one (1) week. You authorize NexProLink and Stripe to make these retry attempts using your payment method on file. We will notify you by in-app notification and email on the first failed attempt, on the third attempt, and on the final attempt. You may update your payment method at any time at /subscription/manage to settle the unpaid invoice and keep your plan active. If payment is not recovered after the final attempt, your subscription is automatically cancelled, your plan benefits (including session credits and join codes) are suspended and access ends, and no refund is due for the unpaid period. You may resubscribe at any time. Retry timing is set by Stripe and may vary; you remain responsible for any amount owed for services used during a period for which payment failed.

In compliance with the FTC's Negative Option Rule and Click-to-Cancel regulations (16 C.F.R. Part 425), cancellation is always as easy as sign-up. You may cancel immediately through /subscription/manage at any time without needing to call a phone number or speak with a representative.

13.8 Session Credits and Add-On Purchases: Healthcare Subscribers may purchase add-on session credit packs (currently 25 sessions for $99 per pack). Add-on credits: (a) are strictly non-refundable once purchased, with no exceptions; (b) expire at the end of the current billing period and do not roll over to the next period; (c) cannot be purchased when a subscription cancellation is already scheduled; (d) are charged as a one-time payment through Stripe at the time of purchase; (e) have no cash value and cannot be transferred, sold, or applied to other accounts. Session credits are a service feature, not a deposit or stored value.

13.9 Enterprise Unlimited Fair Use: The Enterprise plan's "unlimited sessions" feature is subject to reasonable and legitimate business use. NexProLink reserves the right to investigate and suspend access if usage patterns suggest abuse, automated session generation, or use inconsistent with a legitimate healthcare practice (e.g., thousands of sessions per day, bot traffic, or sessions not involving real patient interactions). NexProLink will contact the subscriber before taking action under this clause except in cases of clear bad-faith abuse.

13.10 Subscription Cancellation and Refund Policy — NO REFUNDS: You may cancel your Healthcare Provider subscription at any time. Upon cancellation: (a) your access continues until the end of your current paid billing period; (b) you will not be charged for the next billing period; (c) NO partial, pro-rated, or full refunds are issued for any unused time in the current billing period, for any reason, under any circumstances; (d) all patient join codes and telehealth session links associated with your account will be deactivated at period end; (e) unused session credits expire and have no cash value. This no-refund policy applies to both monthly and annual subscriptions. Annual subscriptions are billed 100% upfront for the full year and are completely non-refundable. By subscribing to an annual plan, you acknowledge and accept the non-refundable nature of the annual billing in exchange for the discounted annual pricing. Nothing in this section limits your rights under applicable mandatory consumer protection law in your jurisdiction.

13.11 Plan Upgrades and Downgrades: You may change your subscription plan at any time through /subscription/manage. Upgrades take effect immediately with prorated billing. Downgrades take effect at the start of your next billing period; you retain your current tier's benefits until then.

13.12 Free Trial Terms: Free trials (if offered) are provided through promotional codes issued by NexProLink sales representatives. Each promotional code may be redeemed only once per user. Trials activate the Practice tier for 30 days. A valid payment method is required to start a trial, but you will not be charged until the trial period ends. You will receive an email reminder before your trial converts to a paid subscription. You may cancel before the trial ends with no charge. Failure to cancel before the trial ends will result in automatic billing at the standard subscription rate for the tier you are on.

13.13 Subscription Fraud and Abuse: Creating multiple accounts to obtain multiple free trials, using fraudulent payment methods, or otherwise gaming subscription pricing is prohibited and constitutes fraud. NexProLink reserves the right to immediately terminate accounts engaged in subscription abuse, charge for any unpaid subscription periods, and pursue all available legal remedies.

13.14 Price Increases — Healthcare Plans: NexProLink may change Healthcare Provider subscription pricing with at least 30 days' prior written notice. If you do not cancel before the new pricing takes effect, you agree to the new pricing. We will never increase your price mid-billing-period.

13.15 Group Event Host Cancellation Policy — Host Financial Responsibility:

13.15.1 Participant refunds. If a Host cancels a Group Event for any reason, or fails to start the Group Event within three (3) minutes of its scheduled start time (a “Host No-Show”), every registered participant is automatically refunded 100% of the amount paid. Participant refunds are initiated by NexProLink through Stripe and require no action by the participant.

13.15.2 Host bears all payment-processing costs. Card networks and Stripe do not return payment-processing fees when a payment is refunded. The Host acknowledges and agrees that the Host — not NexProLink and not the participants — is solely and fully financially responsible for all payment-processing fees incurred on every seat refunded as a result of a Host cancellation or Host No-Show. The processing fee is currently 2.9% of the amount refunded per seat (the ticket price plus the participant’s Service Fee under Section 13.3a) plus $0.30 per seat (the “Recoverable Fees”), calculated per seat actually refunded. Example: 150 seats at $100.00 each ($103.30 charged per participant) = $3.30 per seat = $495.00 in Recoverable Fees. NexProLink may additionally recover any cancellation penalty published in the Host Cancellation Policy version accepted by the Host at the time the Group Event was created.

13.15.3 Card authorization hold and stored payment method. As a condition of publishing a paid Group Event, the Host authorizes NexProLink to (a) place a temporary authorization hold on the Host’s payment card in an amount not exceeding the projected Recoverable Fees for a fully booked event (subject to a minimum of $1.00 and a maximum of $500.00 per event), and (b) securely store that payment method with Stripe for future off-session use in connection with that Group Event. The hold is released automatically when the Group Event is completed as scheduled or is deleted with no paid registrations. Card networks may expire an authorization hold after seven (7) days; expiry of the hold does not release the Host from the obligations in this Section.

13.15.4 Recovery of Recoverable Fees. Upon a Host cancellation or Host No-Show, the Host expressly authorizes NexProLink, without further notice or consent, to recover the Recoverable Fees (and any applicable penalty) by any one or more of the following means, in the order NexProLink deems appropriate: (a) capturing all or part of the authorization hold described in Section 13.15.3; (b) charging the stored payment method off-session; (c) debiting the Host’s connected Stripe account balance or offsetting against current or future payouts; and (d) invoicing the Host for any remaining balance, which is due within seven (7) days. Amounts recovered under this Section are not refundable to the Host.

13.15.5 Repeated cancellations and account consequences. NexProLink tracks Host cancellations and Host No-Shows. Within any rolling twelve (12) month period: a first occurrence results in fee recovery and a written warning; a second occurrence additionally restricts the Host from publishing new Group Events with more than ten (10) seats; a third occurrence additionally PAUSES the Host’s account: the Host may not publish any new Group Event, may not create or re-activate any request-to-book or on-demand service, and may not switch on-demand availability on (any on-demand availability that is on is switched off automatically); request-to-book and on-demand listings are not shown to the public while the pause lasts. Bookings, Group Events and sessions that already exist, and sessions already in progress, are not cancelled and continue to completion. The first pause in any rolling twelve (12) month period lasts fourteen (14) days, a second pause lasts sixty (60) days and is reviewed by NexProLink, and a third pause lasts one hundred eighty (180) days and ends only when NexProLink approves the Host’s return. When a pause ends the occurrence that caused it stops counting, so the Host returns with two (2) occurrences and the ten (10) seat limit, and a fresh twelve (12) month period starts for the newer of those two occurrences (see Section 13.15.9). The Host may appeal in the app (one open appeal at a time); NexProLink may shorten, extend or end a pause, or forgive an occurrence, in its discretion. Separately, content that breaks the community rules (including reported posts, comments and videos) is handled under conduct strikes, which NexProLink Trust & Safety decides case by case and which may result in warnings, suspension of seven (7) or thirty (30) days, or closure of the account; a report alone never creates a strike. Unpaid Recoverable Fees also suspend Group Event publishing until settled. The restrictions apply to new Group Events (including events created from a saved template) and to enlarging or re-activating an existing event; Group Events already published, and their registered participants, are not cancelled by a restriction. Technical grace: the first refund of all seats caused by a Host disconnection (Section 13.15.8) in any rolling twelve (12) month period is recorded but does not count as an occurrence, although Recoverable Fees still apply. Each occurrence drops off automatically twelve (12) months after it happened (subject to Section 13.15.9), and NexProLink may forgive any individual occurrence, for example for a documented emergency. NexProLink notifies the Host by e-mail and in the app each time an occurrence is recorded. NexProLink may lift or extend these restrictions in its sole discretion and may terminate accounts for repeated or bad-faith cancellations under Section 13.4.

13.15.6 Record of acceptance. NexProLink records the date, time, IP address, device information, and the exact policy text version accepted by the Host for each paid Group Event. The Host agrees that this record constitutes conclusive evidence of the Host’s acceptance of this Section for the purposes of any payment dispute or chargeback initiated by the Host relating to the recovery of Recoverable Fees.

13.15.7 Free Group Events. Group Events with a $0.00 seat price incur no Recoverable Fees and no card hold; however, cancellations and no-shows of free Group Events still count toward the thresholds in Section 13.15.5.

13.15.8 Host Disconnection, Early Ending and Delivery Threshold.

• (a) Connection monitoring. While a Group Event is live, the Host’s device transmits a periodic connection signal to NexProLink, and participants’ devices may report a loss of the Host’s connection. The Host consents to this. If the Host’s signal is lost for ninety (90) seconds the Host is treated as disconnected. NexProLink’s server-side records of when the Host disconnected, returned and ended the Group Event are authoritative.
• (b) Reconnection window. After a disconnection the Host has five (5) minutes to return. Total disconnected time is capped at ten (10) minutes per Group Event, after which the Group Event is finalized without further waiting. Returning stops the clock. Time disconnected counts as undelivered, and the scheduled end time is not extended.
• (c) Delivery threshold. If at least one participant joined and the Host was connected for less than two (2) minutes or for less than fifty percent (50%) of the booked time — whether the Host disconnected and did not return, or ended the Group Event early — every registered participant (whether or not they joined) is refunded 100% under Section 13.3d. Where no participant joined, the Host must have remained connected for the five (5) minute attendance window; otherwise every registered seat is refunded.
• (d) Consequences of a refund under this Section. A refund of all seats under paragraph (c) is treated as a Host cancellation for the purposes of Sections 13.15.2 through 13.15.5: the Host bears the Recoverable Fees on every seat refunded, authorizes their recovery under Section 13.15.4, and the event counts toward the thresholds in Section 13.15.5. Apart from the one-time technical grace in Section 13.15.5, NexProLink does not distinguish between causes of disconnection (for example device failure, power loss or network loss) when applying paragraphs (b) and (c); a Host may contact support@nexprolink.com, and NexProLink may in its sole discretion forgive an occurrence under Section 13.15.5 for a documented emergency or technical failure. Participant refunds already issued are not reversed.
• (e) Ending early. Before the Host ends a Group Event that would fall below the delivery threshold, the app shows the number of seats, the amount to be refunded and the Recoverable Fees the Host will bear, and requires the Host to press and hold to confirm. Ending after confirmation is a Host-initiated end subject to paragraphs (c) and (d).
• (f) Threshold met. If the delivery threshold is met, charges stand, the Group Event is completed, and no Recoverable Fees arise under this Section.

13.15.9 Strikes, Timers, Pauses and Account Suspension.

• (a) What counts. A “strike” is recorded when the Host is the reason a booked session does not happen as sold: a Host No-Show (not joining on time), a disconnection from which the Host does not return within the reconnection window (five (5) minutes for Group Events, two (2) minutes for one-on-one sessions), ending a Group Event before fifty percent (50%) of it is delivered, or cancelling a booked Group Event. Strikes apply to Group Events and to one-on-one On-Demand and Request-to-Book sessions. A strike is never recorded when the client or participant caused the problem. The Host’s first disconnection in any twelve (12) month period is a one-time free pass: participants are still refunded, but no strike is recorded. NexProLink may also add or remove a strike after review.
• (b) Each strike has its own twelve (12) month timer. A strike stops counting twelve (12) months after the date it was recorded. A later strike does not extend or reset an earlier strike’s timer.
• (c) The three steps. One (1) counting strike is a warning. Two (2) counting strikes limit new Group Events to ten (10) seats. Three (3) counting strikes pause the Host’s ability to create services and go live, as described in Section 13.15.5.
• (d) Pause lengths. The first pause in a rolling twelve (12) month period lasts fourteen (14) days, the second sixty (60) days and the third one hundred eighty (180) days. NexProLink may shorten, extend or end a pause at its discretion.
• (e) Returning from a pause. When a pause ends, the strike that caused it stops counting and the Host returns with two (2) counting strikes. A fresh twelve (12) month period starts, on the day the pause ends, for the newer of those two strikes; the older strike keeps its own timer.
• (f) Account suspension. If, after the Host has served a pause of one hundred eighty (180) days, the Host again reaches three (3) counting strikes within the rolling twelve (12) month period, NexProLink will suspend the Host’s account. The Host is signed out of the app on every device and cannot sign in until NexProLink reinstates the account. NexProLink may reinstate an account after review.
• (g) Appeals. The Host may appeal a strike from the app at any time by describing what happened. NexProLink reviews appeals and may remove a strike.

Nothing in this Section 13.15 limits a participant’s right to a full refund under Section 13.4, or any right that cannot be waived under applicable law.

13.16 Resolution Center and Consultant-Issued Refunds.

13.16.1 Direct resolution. For a completed or closed General Consulting booking, either the Customer or the Consultant may open a Resolution Center case within thirty (30) days after the session to raise an issue directly with the other party, or may instead report the issue to NexProLink Support. Reports of inappropriate behaviour are always handled by NexProLink directly. Reporting windows. (a) A report about what happened in a session (for example a no-show, session quality, a technical problem or conduct), whether filed as a Resolution Center case or as a report to NexProLink Support, must be submitted within thirty (30) calendar days after the session ended. (b) A billing claim about a booking — a wrong amount, a duplicate charge, a refund request, a charge dispute, a charge you do not recognise, or a missing Consultant payout — must be submitted within one hundred twenty (120) calendar days after the charge. (c) Only a participant in the booking may file a report or billing claim about it. (d) Reports and claims submitted after the applicable period will not be accepted through the Platform, and NexProLink is not obliged to review them or to issue a refund, credit or payout adjustment for them. (e) A safety concern, or a concern about illegal activity, may be raised with NexProLink Support at any time. (f) Nothing in this Section limits any right you have under applicable law, or any right you have with your card issuer or payment provider, and it does not shorten any period that the law does not allow to be shortened. Only one case may be opened per booking. NexProLink may read, monitor and intervene in any case at any time, and case records form part of the booking record.

13.16.2 Response times and escalation. The other party is asked to reply within forty-eight (48) hours. Either party may ask NexProLink to step in once forty-eight (48) hours have passed since the case was opened, or immediately if the Consultant states they cannot offer a refund. If the other party does not reply within seventy-two (72) hours, the case is escalated to NexProLink automatically. Cases without activity for fourteen (14) days are closed after a warning. NexProLink aims to respond to escalated cases within twenty-four (24) hours; its decision on an escalated case is final for the purposes of the Platform, without prejudice to Section 19.

13.16.3 Consultant-issued refunds are funded by the Consultant. A Consultant may refund a booking in full from the Resolution Center within ninety (90) days after payment. The Customer receives one hundred percent (100%) of the amount paid for the booking that has not already been refunded, including any Service Fee. The refund is funded as follows: the Consultant returns, from the Consultant’s connected Stripe balance, the payout received for the booking and bears the payment processor’s original, non-returnable processing fee (currently 2.9% of the amount charged plus $0.30, calculated on the full amount the Customer paid); NexProLink returns its own commission (Service Fee) for the booking and retains nothing. NexProLink neither profits from nor pays for a Consultant-issued refund. This matches common marketplace practice, where the platform returns its fee when a seller refunds a buyer. A refund cannot be issued if the Consultant’s Stripe balance (available and pending) does not cover it; in that case the Consultant may ask NexProLink to step in. Refunds must be issued on the Platform; arranging refunds or payments outside the Platform is prohibited.

13.16.4 Refunds decided by NexProLink. Where NexProLink decides an escalated case in the Customer’s favour, it may issue a Consultant-funded refund on the same terms as Section 13.16.3 (the Consultant returns the payout and the processing fee; NexProLink returns its commission), and the decision is recorded against the Consultant for quality review. NexProLink may, in its sole discretion, instead fund a goodwill refund itself; doing so does not create any obligation to do so in other cases.

13.16.5 Bank disputes. If the Customer opens a chargeback or bank dispute on a booking, any open case for that booking is closed and the dispute is handled through the card network’s process; refunds cannot be issued through the Resolution Center while a dispute is open.

13.16.6 Monitoring. NexProLink monitors case and refund patterns (for example repeated refunds, repeated cases, or unanswered cases) to protect both Customers and Consultants, and may contact users, restrict features or take action under Section 13.4 where patterns indicate abuse or poor service.

15.1 Platform Technology and Recording: Video sessions are conducted via WebRTC and the Amazon Chime SDK. NexProLink records the audio and video of general-consulting sessions (one-on-one on-demand sessions, request-to-book sessions, and group events) using server-side media capture. Recordings are combined into a single file and stored on encrypted, access-restricted Amazon Web Services infrastructure. Telehealth and healthcare sessions are never recorded. Screen-share content is not recorded. Session metadata (duration, participant join and leave times) is stored for billing, safety, and dispute purposes.

15.2 Multi-State Recording Laws — Your Obligations: Several U.S. states require the consent of ALL parties before a conversation may be recorded, including California (Cal. Penal Code § 632), Delaware, Florida, Illinois, Maryland, Massachusetts, Michigan, Montana, Nevada, New Hampshire, Oregon, Pennsylvania, and Washington. If any participant is located in one of these states, all-party consent is required before recording. NexProLink's own session recordings satisfy this requirement through the notice and consent mechanisms in Sections 15.4 and the banner above: every participant consents under these Terms and is notified before and during every recorded session. By accepting these Terms, you acknowledge these obligations.

15.3 Purposes and Retention: NexProLink records general-consulting sessions solely for: (i) trust and safety, including investigating reports, disputes, and violations of these Terms; (ii) resolving disputes between users, and between users and NexProLink; (iii) quality assurance; and (iv) compliance with law and legal process. Recordings are not sold, not used for advertising or profiling, and not used to train artificial-intelligence models. Standard recordings are automatically and permanently deleted 30 days after they are created. If a session is reported, or becomes the subject of a dispute, support matter, chargeback, investigation, or legal proceeding, the associated recording may be retained for as long as reasonably necessary to resolve the matter, or as required by law, legal process, or a lawful preservation request.

15.4 Consent to Platform Recording — Notice and Participation: You will be notified that a session may be recorded before you join (on join and lobby screens), when you enter a recorded session (an in-session notice), and while recording is active (an on-screen recording indicator). By joining, or remaining in, a session after being notified, you consent to the recording of that session. If you do not consent, you must not join the session, or you must leave it — the same stay-or-leave model used by major video platforms. NexProLink keeps a record of when each participant was shown the in-session notice.

15.5 Access to and Disclosure of Recordings: Session recordings are accessible only to authorized NexProLink Trust & Safety personnel, on a need-to-know basis, for the purposes in Section 15.3, and every access is logged. Recordings are not shared with other users or third parties except: (a) as required by law, subpoena, court order, search warrant, or other lawful government request; (b) where NexProLink believes in good faith that disclosure is necessary to prevent death or serious physical injury, or to protect the rights, property, or safety of NexProLink, its users, or others (including emergency disclosures permitted by 18 U.S.C. § 2702); and (c) as evidence in any dispute-resolution process, arbitration, or legal proceeding between a user and NexProLink or between users.

15.6 No Duty to Monitor; No Guarantee of Recording: Sessions are not monitored in real time, and NexProLink assumes no obligation to review, act on, or intervene based on any session content. NexProLink does not warrant that any particular session will be recorded, or that any recording will be complete, accurate, available, or retrievable. The absence, incompleteness, or deletion of a recording does not create any liability for NexProLink.

15.7 User Recording Prohibited: You may not record, screenshot, copy, redistribute, or publish any session, or any part of a session, by any means (including third-party software, screen recorders, or external devices) without the prior written consent of NexProLink and, where required by law, every participant. Any recording you make is your sole responsibility, and you are solely liable for compliance with all applicable recording-consent laws.

15.8 Biometric Notice: Session video may incidentally capture images of your face and your voice. NexProLink does not create, extract, or use biometric identifiers or biometric information (such as face geometry or voiceprints) from recordings, and does not use recordings to identify anyone. To the extent any biometric-privacy law (including the Illinois Biometric Information Privacy Act, 740 ILCS 14) could apply to incidental capture, you consent to that capture by joining a recorded session, for the limited purposes and retention period in this Section 15.

15.9 Your Rights: During the retention period you may contact Support to request a copy of, or the early deletion of, a recording of a session you took part in. NexProLink may decline or defer a request while the recording is subject to a report, dispute, investigation, legal hold, or legal process, or where fulfilling it would disclose another person's personal information without their consent, to the extent permitted by law.

15.10 Minors: Sessions are intended for adults aged 18 or older. If a minor participates, a parent or legal guardian is responsible for providing every consent required by law, including consent to recording, and NexProLink may require the session to end.

15.11 No Guarantee of Service: We do not guarantee uninterrupted, error-free, or secure video or audio service. You accept the inherent technical risks of internet-based video communication, including dropped connections, audio/video degradation, and data transmission delays. We are not liable for session interruptions, missed sessions due to technical failures, or degraded session quality.

15.12 Private Environment: You are responsible for ensuring a private, confidential environment during all sessions, and for any third parties who access or overhear session content in your physical space. NexProLink has no control over, or liability for, your physical environment during sessions.

15.13 CIPA Notice (California Residents): NexProLink does not deploy session-replay scripts or AI transcription on session content. NexProLink's recording of general-consulting sessions is disclosed and consented to under Section 15.4 and does not constitute interception or eavesdropping under California Penal Code § 631(a) or § 632. The Amazon Chime SDK routes communications between intended participants.

27.1 Service-Generated Data. In connection with your use of the Services, NexProLink and its systems create, collect and observe technical, usage, booking, scheduling, pricing, transaction, search, engagement and geographic-region information about how the Services are used ("Service-Generated Data"). Service-Generated Data does not include the content of your communications, recordings or sessions.

27.2 Aggregated Data. NexProLink may combine Service-Generated Data, and information you submit (such as service categories, prices and availability), with the data of other users and process it into statistics, counts, averages, distributions, indexes, trends and other summary information that does not identify, and cannot reasonably be used to identify, relate to, describe or be linked to you, any other individual, household or device ("Aggregated Data"). We apply a minimum group size of five (5) users or events before any figure is released, and we suppress, generalize or remove small or unusual groups, free-text values and unique identifiers.

27.3 Ownership and License. As between you and NexProLink, NexProLink owns all right, title and interest in Aggregated Data. To the extent you hold any rights in the underlying information, you grant NexProLink a non-exclusive, worldwide, perpetual, irrevocable, royalty-free, sublicensable license to use that information to create Aggregated Data. NexProLink may use, publish, license, sell, distribute and otherwise commercialize Aggregated Data for any lawful purpose, including to data marketplaces, researchers, analysts, advisers, investors, industry partners and other third parties, and owes you no payment, attribution or notice for doing so.

27.4 Our De-Identification Commitments. NexProLink will (a) take reasonable technical and organizational measures so that Aggregated Data cannot be associated with an individual; (b) maintain and use Aggregated Data only in aggregated or de-identified form, and publicly commits to do so here and in our Privacy Policy; (c) not attempt, and not permit others to attempt, to re-identify Aggregated Data; and (d) require by written contract that every recipient of Aggregated Data agrees not to re-identify it, not to combine it with other data to identify any person, household or device, not to use it to make decisions about a specific individual, to protect it with reasonable safeguards, to use it only for lawful purposes, and to impose the same obligations on anyone they share it with. Hashing, pseudonymizing or masking an identifier is not, by itself, treated by NexProLink as de-identification.

27.5 What Is Not Sold or Included. This Section does not permit NexProLink to sell your Personal Information. Aggregated Data does not contain names, email addresses, phone numbers, user IDs, IP addresses, precise location, payment card data, message or post content, session audio or video, recordings, transcripts, intake forms, notes, or any record about an individual consultant, customer, patient, practice or provider.

27.6 Healthcare Ecosystem. Nothing in these Terms authorizes the use or disclosure of protected health information or other individually identifiable health information except as permitted by applicable law and the HIPAA agreements referenced in these Terms. Data connected with the Healthcare Ecosystem is included in Aggregated Data only as counts and statistics that have been de-identified in accordance with applicable law (including, where it applies, 45 C.F.R. 164.514). NexProLink will not sell or license patient-level or provider-level health records.

27.7 Consultants and Market Data. If you are a Consultant, practice or provider, you acknowledge that your service categories, price points, availability patterns, booking volumes and regional activity may contribute to Aggregated Data such as market pricing and demand indexes, provided that no individual consultant, practice or provider is identified or reasonably identifiable.

27.8 After Deletion or Termination. When you delete your account or it is terminated, we handle your Personal Information as described in the Privacy Policy. Aggregated Data created before that time, and data derived from it, may continue to be retained, used, licensed and sold, because it no longer identifies you. We will not use Aggregated Data to re-create your identity.

27.9 Your Choices. Because Aggregated Data is not Personal Information, it is not subject to individual deletion or opt-out requests. You can still exercise the privacy rights described in our Privacy Policy for your Personal Information. If you do not agree to this Section, you must stop using the Services and delete your account.

27.10 No Scraping, Data Brokering or Re-Identification. You, and anyone acting for you, will not (a) scrape, harvest, crawl, copy or compile data from the Services by automated or manual means, including through data aggregators or brokers; (b) use data from the Services to identify, profile, track or contact any individual; (c) sell, license or republish data obtained from the Services; or (d) combine data from the Services with other data to re-identify any person. NexProLink may seek injunctive relief, damages, and recovery of its costs and attorneys' fees for any breach of this Section.

27.11 Third-Party Recipients. Recipients of Aggregated Data are independent third parties. NexProLink does not control how they use lawfully received Aggregated Data beyond the contractual restrictions described above and is not responsible for their acts.

27.12 Disclaimer. Aggregated Data is provided without any warranty about its accuracy, completeness or suitability. Section 17 (Disclaimer of Warranties and Limitation of Liability) applies to this Section.

27.13 Legal Compliance, Changes and Severability. We handle Aggregated Data in line with applicable law, including state privacy laws that treat properly de-identified and aggregate consumer information separately from Personal Information. If we materially change this Section we will post the update and notify you as described in Section 1.3, and your continued use after the effective date is acceptance. If any part of this Section is held unenforceable, the rest remains in effect.