Last updated: November 13, 2026
The short version
- Cancel any time before we submit your application: full refund of our service fee.
- Application denied: full refund of our service fee, except in the situations listed below.
- Approval-time guarantee missed: you get money back as described below.
- We process approved refunds within 2 business days.
- The government's own application fee is never part of our refunds.
This Refund Policy is part of our Terms of Service. It applies to the service fees you pay NexusPassOnline.com Inc. ("Nexus Pass Online", "we" or "us"). All amounts are in U.S. dollars (USD) and are refunded per applicant.
1. Cancelling before we submit your application
You can cancel your order at any time before we submit your application and receive a full refund of our service fee. To cancel, call us or email customercare@nexuspassonline.com.
2. Cancelling after we submit your application
Once we submit your application, the main part of our work is done, so cancelling at that point does not give you a refund. Our approval-or-refund promise and approval-time guarantee still apply, as set out below.
3. If your application is denied
If the government denies your NEXUS application, we refund the service fee you paid us for that applicant. To claim it, send us the denial notice within 60 days of receiving it.
We do not give this refund when the denial results from:
- information you gave us that was false, incomplete or misleading, or information you did not disclose to us, including past convictions, arrests, or customs or immigration issues;
- a change in your circumstances after we submitted your application, such as a new charge or arrest;
- you not attending your interview, or not booking or completing it within the government's deadline;
- you withdrawing your application, or not paying the government fee;
- you not responding to the government's requests for information;
- a change in government laws, rules, requirements or eligibility criteria.
4. If we miss your approval-time guarantee
Each package guarantees a maximum time from submission to conditional approval. The time pauses whenever we are waiting on you, as explained in section 9 of our Terms of Service.
| Package | Guarantee | If not conditionally approved in time |
|---|---|---|
| Elite | 6 months | We refund the difference between the Elite and Premium price, and your order becomes Premium |
| Premium | 12 months | We refund the difference between the Premium and Standard price, and your order becomes Standard |
| Standard | 18 months | You choose a full refund of our service fee, or to keep your application with us at no extra cost |
When your order changes package, the perks of the new package apply, and the new guarantee keeps counting from your original submission date.
5. What we do not refund
- The government's NEXUS application fee. It is paid to the government, and the government does not refund it.
- Fees you pay to others, such as for court or police records.
- Taxes, the $100 booking fee and any resort fees for the resort stay, which are paid to our travel partner or the resort.
- File maintenance fees for inactive files, as set out in section 7 of our Terms of Service.
- Foreign exchange differences or fees charged by your card issuer.
Travel perks are delivered only after approval. If you receive a refund under this policy before approval, perks are not delivered.
6. How refunds are paid
We process approved refunds within 2 business days, back to the card you paid with, in USD. Your bank may take 5 to 10 business days to show the refund on your statement.
7. Questions about a charge
If something is wrong with a charge, please contact us before contacting your bank. We can usually fix it the same day, and it is faster for you than a dispute through your card issuer.
NexusPassOnline.com Inc.
231 Oak Park Blvd, Suite 301, Oakville, Ontario L6H 7S8
Phone: 1 888 90NEXUS (1-888-906-3987)
Email: customercare@nexuspassonline.com