Terms of Service

1. Who we are

These Terms of Service ("Terms") are an agreement between you and NexusPassOnline.com Inc. ("Nexus Pass Online", "we", "us" or "our"), a Canadian corporation located at 231 Oak Park Blvd, Suite 301, Oakville, Ontario L6H 7S8.

These Terms apply when you use nexuspassonline.com, contact us, or buy our services. By buying our services, you agree to these Terms, our Refund Policy and our Privacy Policy. You must be at least 18 years old to buy our services. A parent or legal guardian buys services for applicants under 18.

2. We are not a government agency

Nexus Pass Online is a private company that provides paid help with NEXUS applications. We are not affiliated with, endorsed by or acting for the Canada Border Services Agency (CBSA), U.S. Customs and Border Protection (CBP) or any other government agency.

You can apply for NEXUS yourself, without our help, at ttp.cbp.dhs.gov. You pay us for the time, expertise and support we provide, not for access to the program.

CBSA and CBP alone decide whether an application is approved and how long it takes. We cannot influence their decisions or speed up their processing. Our guarantees in sections 8 and 9 are our own promises about our service fee. They are not promises about what the government will decide.

3. Our services

For each applicant, our service includes:

• a free call to check eligibility and answer your questions;
• completing the NEXUS application for you, using the information and documents you give us;
• reviewing your documents and answers for accuracy and consistency before submission;
• showing you the application to approve before we submit it;
• submitting your complete application within 14 days of the day we receive all the information, documents and approvals we need from you;
• tracking your application status and explaining updates to you;
• booking your interview, as described in section 10;
• phone and email support until your application is decided.

Where a client's history requires it, we also obtain supporting records, such as background checks, Freedom of Information Act (FOIA) requests, or entry and exit records. We do this only for clients who need it.

Premium and Elite clients also get a dedicated specialist and faster callbacks and customer service. Elite clients also get help with their renewal when their NEXUS membership is due.

If one of our staff makes an error on your application, we will correct it and refile any affected paperwork at no cost to you.

We may, at our discretion, cover some fees charged by other organizations involved in your application. We will confirm in writing if we do. All other government fees remain your responsibility.

4. Packages and prices

Our service fees are charged per applicant, in U.S. dollars (USD). Prices include HST.

Additional applicants in the same order are those applying with you as a family or group. We confirm your total price before you pay. We may change our prices at any time, but a change never affects an order you have already paid for.

5. Government fee

The government charges its own NEXUS application fee. It is not part of our service fee. It is set by the government, may change, and is paid to the government. We tell you the current amount and how it is paid before you pay us.

The government does not refund its fee if an application is denied or withdrawn, and our refunds never include it.

6. Payment

We accept major credit and debit cards, including Visa, Mastercard and American Express. You can pay over the phone with one of our specialists or through a secure payment link we send you. In some cases, we may accept Interac e-Transfer. Payment is due in full when you place your order.

Charges are made in USD. If your card is in another currency, your card issuer converts the amount and may charge a foreign transaction fee. We do not control the exchange rate or those fees.

We send you a receipt by email. Your card statement shows our company name. If you see a charge you do not recognize or have a question about a charge, please contact us first at customercare@nexuspassonline.com. We can usually resolve it the same day.

7. Your responsibilities

To help us complete your application, you agree to:

• give us complete, true and accurate information, including anything that may affect your eligibility, such as past convictions, arrests, customs or immigration issues;
• send us the documents and answers we ask for, and complete our welcome package, within 14 days of our request;
• review your application and approve it, or tell us what to change, before we submit it;
• pay the government fee;
• tell us promptly about anything that changes, such as a new address, a new passport or a new legal matter;
• attend your interview, or tell us at least 7 days in advance if you need to cancel or rebook it;
• respond to any request from the government, or appear in person, when the government requires it.

If you need to obtain records yourself, such as court or police records, you are responsible for getting them and for any fees involved.

Inactive files

If you have not provided the information or documents we asked for and your file has been inactive for six months, we charge a non-refundable file maintenance fee of $43.57 per month per application, up to a maximum of $522.84 per application. This covers the secure storage and protection of your personal information and the ongoing management of your file. We will remind you before this fee starts. Delays caused by an incomplete file also delay your application, and we are not responsible for them.

8. Approval-or-refund promise

If the government denies your NEXUS application, we refund the service fee you paid us for that applicant.

The promise does not apply if the denial results from any of the following:

• 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.

To claim a refund, send us the denial notice within 60 days of receiving it. We process approved refunds within 2 business days. The government fee is never refunded by us.

9. Approval-time guarantee

Each package comes with a maximum time from submission to conditional approval:

• Standard: 18 months
• Premium: 12 months
• Elite: 6 months

How the time is counted. The time starts on the day we submit your application and ends on the day you are conditionally approved. It pauses whenever we are waiting on you, for example for information, documents, signatures, your approval of the application, or your response to a request from the government. Each applicant's time is counted separately.

If we miss it.

• Elite: if you are not conditionally approved within 6 months, we refund the difference between the Elite and Premium price for that applicant, and your order becomes a Premium order with the 12-month guarantee and Premium perks.
• Premium: if you are not conditionally approved within 12 months, we refund the difference between the Premium and Standard price for that applicant, and your order becomes a Standard order with the 18-month guarantee and Standard perks.
• Standard: if you are not conditionally approved within 18 months, you can choose to receive a full refund of our service fee for that applicant, or keep your application with us at no additional cost.

The guarantee periods keep running from your original submission date after a change of package. The approval-time guarantee does not apply if your application is denied; in that case section 8 applies instead. The exclusions in section 8 also apply to this guarantee.

10. Interview booking

After you are conditionally approved, you need an interview to complete your NEXUS membership. If you ask us to, we will book you an interview appointment within 7 days of your conditional approval. We can also book a later date or a different location that suits you better.

You must attend the interview you agree to. If you need to cancel or rebook, tell us at least 7 days in advance.

11. Travel perks

Our travel perks are provided at no additional cost and are delivered once the applicant's NEXUS membership is approved. They are provided by third-party partners and are subject to the partner's own terms. Perks are complimentary: they have no cash value, cannot be exchanged for money and are not delivered if your application is denied or your order is refunded or cancelled.

When we send you a perk, we include the partner's terms and conditions. The partner, not Nexus Pass Online, is responsible for providing the perk, and any change the partner makes to its program after you receive the perk is outside our control.

Premium airport lounge membership

Every applicant receives their own airport lounge membership, provided by LoungePair: 1 year with Standard, 3 years with Premium and 5 years with Elite. The membership lets you book airport lounges in LoungePair's network at member rates, with member perks such as a discount on a companion's pass. Lounge visits are booked and paid at member rates, and some lounges charge a fee of about $25 to $35 per visit or per guest; the membership does not include free lounge visits. Values shown on our website are based on LoungePair's published membership price of US$99 per year.

7-day, 7-night resort stay

Elite orders, and Premium orders with two or more applicants, include one 7-day, 7-night resort stay for up to four people, provided by our travel partner, with more than 3,000 resorts to choose from worldwide. One resort stay is provided per order. Stays are subject to availability and must be booked within the period set by the travel partner. The stay itself is already paid for. Applicable taxes and a $100 booking fee are due when you book, and you pay them directly to the travel partner. Some resorts may also charge resort fees. We go over these amounts with you on your call before you buy. Travel to and from the resort is not included. The $2,500 value shown on our website is the typical cost of a one-week resort stay for a family of four.

12. Cancellation and refunds

You can cancel your order for a full refund of our service fee at any time before we submit your application. After we submit your application, our work is substantially complete and cancellation does not give you a refund, but the guarantees in sections 8 and 9 continue to apply. Full details are in our Refund Policy.

13. Your authorization for us to act for you

You authorize Nexus Pass Online and its staff to create and access, using the information you provide, the online accounts needed for your application in your name, such as a Login.gov account and a Trusted Traveler Programs account, solely to prepare, submit and follow up on your application and book your interview.

You confirm that the information you give us is true and complete. You will review and approve your application before we submit it. When your application is decided, or earlier if you ask, we give you full control of your accounts, and we will not use your login for any other purpose.

You also authorize us to communicate with CBSA and CBP about your application where they allow it.

14. Calls, emails and recordings

When you ask us to contact you, you agree that we may call and email you about your enquiry, your application and our services. You can ask us to stop marketing calls or emails at any time, and every marketing email includes an unsubscribe link.

We record calls for quality, training and to keep an accurate record of what was agreed. We pause recording while card details are given.

15. Text message program

This section applies if you agree to receive text messages from us.

• Program name: Nexus Pass Online text messages, sent by NexusPassOnline.com Inc.
• What we send: If you agree to service texts, we text you about your enquiry and NEXUS application, such as call scheduling, document requests, status updates and interview reminders. If you also agree to marketing texts, we may text you offers and promotions about our services.
• How you agree: by checking the text message box on our website form, or by giving us consent in another way that we record, such as texting us first. Each type of text has its own checkbox. Your consent is optional and is not a condition of buying our services.
• Message frequency: varies. Service texts depend on the stage of your application. Marketing texts are occasional.
• Cost: message and data rates may apply, according to your mobile plan.
• How to stop: reply STOP to any message, or reply END, CANCEL, UNSUBSCRIBE, QUIT or STOPALL. We confirm by text, and then send no more texts unless you sign up again. You can also contact us by phone or email to opt out.
• Help: reply HELP or INFO to any message, call 1-888-906-3987 or email customercare@nexuspassonline.com.
• Carriers: mobile carriers are not liable for delayed or undelivered messages.
• Privacy: we will not share your mobile number or your text message consent with third parties or affiliates for their marketing or promotional purposes. See our Privacy Policy.

16. Eligibility and holding your file

We assess your eligibility from the information you give us on your first call. If information you provide later, or a response from a government agency, shows that you are not eligible at this time, for example because of a recent arrest, charge, conviction or customs violation, we will tell you. With your agreement, we can hold your file and resume work, at no extra service fee, once you become eligible under government rules. Section 8 explains when a refund is not available in these cases.

17. Changes to government rules and fees

The governments of Canada and the United States set and change the NEXUS program's rules, requirements and fees. We do not control these changes. If a change affects your application, we will tell you and help you adapt, but we are not responsible for the change or its effects. Any increase in government fees is your responsibility, and a denial or delay caused by a change in government rules is not covered by our approval-or-refund promise or approval-time guarantee.

18. Card disputes

If there is a problem with a charge, please contact us first so we can fix it quickly. If you dispute a charge with your card issuer, we may pause work on your file while the dispute is open, and we may give your card issuer the records of your order, such as your signed or recorded authorization, emails and call recordings.

19. Respectful conduct

Our team deserves to be treated with respect. If you threaten, harass or abuse our staff, we may stop working on your file. If we do, we refund the part of our service fee for work we have not yet done.

20. Limits of our responsibility

We provide our services with care and skill. We are not responsible for decisions, delays, errors, system outages or policy changes by CBSA, CBP or any other government agency, for the availability of interview appointments, for documents lost or delayed by postal or courier services, or for losses caused by information you gave us that was wrong or incomplete.

To the extent the law allows, our total responsibility to you for any claim related to our services is limited to the service fees you paid us for the applicant concerned. Nothing in these Terms limits any right you have under consumer protection laws that cannot be waived.

21. Governing law and disputes

These Terms are governed by the laws of Ontario and the federal laws of Canada that apply there. If you have a concern, please contact us first; most issues are resolved quickly by talking to us. If we cannot resolve it, either of us may take the matter to the courts of Ontario. If you live in another province, territory or country, you keep any rights that its consumer protection laws give you.

22. General terms

• We may update these Terms. The version that applies to your order is the one in place when you paid. We post the date of the latest update at the top of this page.
• We may transfer our rights and obligations under these Terms to an affiliate or a successor business, as long as your rights are not reduced. We will let you know if this affects your order.
• If any part of these Terms is found to be unenforceable, the rest stays in effect.
• These Terms, together with our Refund Policy, Privacy Policy and your order confirmation and signed authorization, are the full agreement between you and us about our services.
• If you placed your order before these Terms were published, the agreement you signed at that time applies to that order.

23. Contact us

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