How do I cancel or request a refund for Premium Membership?

When you support our community by purchasing a Premium membership a recurring subscription will be created automatically. For example, if you chose to start a 1-month plan you will be charged on the day of purchase and an automatic payment will be scheduled for renewal the following month.

You can manage your subscription at any time in the self-service Billing section of your account located here: https://users.nexusmods.com/account/billing

A screenshot of the Billing page linked above — The Billing page as shown in Account Settings.

It is possible to swap between monthly and annual payments using the "Change Plan" button, or you can stop any further payments using the "Cancel Subscription" button. Cancelling your subscription means that your Premium membership will end automatically on the date of the next payment.

Managing Payment methods

As of the change in payment provider to Paddle (17 June 2024), cancelling your subscription will remove your saved payment information from Paddle. This means users no longer need to manage their payment methods.

Users who had subscriptions before this date with our old payment provider (Braintree) will have their subscriptions migrated to Paddle gradually over several months. If you wish to update your payment method, you will need to cancel your subscription and resubscribe. This will automatically sign you up with Paddle.

Requesting a Refund

As stated in our Terms of Service, within 14 days of purchase, you may receive a mod download-dependent refund of up to 20 mods for a monthly membership, or 100 mods for an annual membership.

If your case fulfils all of these criteria, i.e. you have not downloaded any mods and you have requested the refund within 14 days of the purchase being made, then you are eligible for a full refund. If your case fulfils some of these criteria, then you may be eligible for a partial refund.

Automated Refunds

One of the benefits of us changing payment provider is that Paddle has its own bot, through which you can request refunds or ask for any other help with your subscription.

If you are eligible for a full refund, then good news! You can request a full refund through the Paddle bot and it will process the refund for you, without you having to wait for a member of the Support team to process it for you.

If you try to request a refund through the Paddle bot and you are not eligible for a full refund, then your case will be passed on to the Support team by the Paddle bot anyway.

An example of what an email receipt from Paddle for a purchase on the Nexus Mods website looks like

To speak to the Paddle bot, click on the paddle.net link at the bottom of your email receipt, and you will be taken to their website.

Partial refunds

You can either contact support@nexusmods.com directly from the email address associated with your account and/or your invoice, or be redirected to the Support team after requesting a refund from Paddle. The invoice for your purchase should be attached to an email that you receive from Paddle upon successfully purchasing a Premium subscription.

A member of the Support team will usually respond within 24 hours and will evaluate your eligibility for a refund. If you have been redirected to the Support team, it is unlikely you are eligible for a full refund and you will be offered a refund in accordance with our Refund Policy.

An example of what an invoice for a Nexus Mods purchase from Paddle looks like

Frequently Asked Questions (FAQ)

Do you have access to my card details?

No. Your payment data is not stored on the Nexus Mods infrastructure. All payment information is secured with Braintree and/or Paddle - our old and new payment provider respectively. Our billing system has access to the last 4 digits of your card number for display purposes only.

Will my details ever be used to "force" payments I didn't authorise?

Absolutely not. All payments are processed securely and none of our staff members have the means to charge you directly without your consent. Every transaction created and charged through our system will have been authorised by the account owner. In short, if you are charged it will be because you authorised a payment to access our Premium service. If you are concerned about account security, we recommend enabling Two-Factor Authentication on your account.