Frequently asked questions
Everything people ask before they commit: what the products actually do, how the Gear Store handles orders, what a custom build looks like, and how billing works. If your question is not here, we answer email within one business day.
General
About NexusAI Gear itself
We are a platform company. We build and operate three products - NexusAI Studio, NexusAI Docs, and the NexusAI Gear Store - and we also build custom platforms and marketplaces for clients. The products pay for the company; the client work keeps us honest about what a platform actually needs to do.
Our core team is based in Aurora, Ontario, Canada, and we work as a distributed team across North America and Europe. We are engineers, designers, and former agency operators who got tired of watching good ideas die in a spreadsheet. The About page has the longer version.
NexusAI Docs has a free tier for personal use that does not expire. NexusAI Studio offers a seven-day free trial on the Pro plan with no card required to start. The Gear Store is a standard storefront with free shipping thresholds rather than a trial, because hardware can be returned within 30 days if it does not suit you.
NexusAI Studio
AI content generation
Short-form social video (vertical, square, and landscape cuts from a single script), static image posts for social feeds, long-form articles and blog drafts, and repurposed variants of any of the above for different channels. You supply the brief, tone, and audience; Studio returns finished assets with captions, hashtags, and a suggested posting schedule.
No. Your prompts, uploaded source material, and generated outputs are never used to train shared or public models. They are used only to produce results for you, keep your project history, and support you when you ask for help. Business and enterprise plans add a data processing addendum covering our downstream inference providers.
Studio handles English, French, Spanish, German, and Portuguese out of the box, with further languages available on request. We export to MP4 and WebM for video, PNG and JPG for images, and Markdown, HTML, and DOCX for written work. Captions and on-screen text are localized separately from voice tracks.
Yes. Upload logos, colour palettes, typefaces, and a short tone-of-voice guide and Studio applies them across generated assets. You can set per-channel templates too, so an Instagram reel, a LinkedIn post, and a YouTube Short each follow the right format automatically instead of one generic preset.
NexusAI Docs
Ready-made operational systems
NexusAI Docs is a marketplace of ready-made operational systems for small business - onboarding, cash-flow, SOPs, proposals, pricing, content, and automation. Describe what you need and the agent finds it in the library or builds it if it is not there. Pay once, download instantly, edit everything.
Depends on the product, and every product page lists the exact files and formats before you buy. Across the library we ship Word, Excel, Notion Markdown, InDesign, n8n JSON, and PDF. Every file is unlocked and unbranded.
Yes. Creators keep 70% of every sale. Submit a product and it is scored against six published criteria before it reaches the marketplace, with Stripe payouts on every sale.
Gear Store
Hardware and marketplace questions
Every listing is evaluated in-house for build quality, reliability, and how it holds up inside a real AI-powered workflow, not just on a spec sheet. Where a product comes from a third-party vendor, we state that plainly in the listing, and the vendor's own warranty applies alongside our 30-day return window.
We ship to Canada, the United States, the United Kingdom, the EU, and Australia and New Zealand from our Aurora warehouse. Duties and taxes are calculated at checkout for international orders, so there is nothing unexpected on arrival. Some large or vendor-exclusive items ship direct from the manufacturer and carry their own delivery timeline.
You have 30 days from delivery to return most hardware in resalable condition for a full refund, with return shipping on us. Manufacturer warranties apply alongside this and typically run 12 to 24 months. Personalized or configured items - custom engraving, assembled workstations - are returnable only if faulty.
Yes. Vendors join through a curated application - we review fit, quality, and support capability before onboarding. We handle payment processing and checkout, and you get a vendor dashboard for inventory, pricing, and payouts. Applications are reviewed weekly, and the Vendors section of the store page explains the terms.
Services & Custom Builds
Working with our platform team
It starts with a one-week discovery sprint: we map your current workflow, the data you already have, and where the friction actually is. From there we produce a scope, an architecture, and a build plan with a fixed phase budget. Most marketplace and platform builds land in the eight-to-sixteen week range, with a working pilot in the first four.
Both. Many clients want a marketplace with NexusAI Studio generating product and campaign content, or NexusAI Docs as the internal knowledge layer behind it - so we extend our own stack. For clients with unusual requirements we build the platform layer from scratch on a stack we choose for the job.
You do. The engagement agreement states this explicitly: on final payment, all custom source code, designs, and configuration are yours. We keep the right to reuse generic, non-client-specific patterns and our underlying platform code, but nothing proprietary to your business.
Billing & Account
Plans, payments, and access
Plans are billed monthly or annually through Stripe. Annual billing is charged up front at a discount of roughly two months. Usage beyond your plan's included generation credits is billed at the end of the month against your saved payment method, and we set a spending cap you can adjust or turn off entirely.
Yes, at any time, from the billing settings screen - there is no cancellation call and no retention maze. Upgrades apply immediately and we prorate the difference; downgrades take effect at the end of the current billing period. Annual plans that are cancelled early are refunded on a pro-rata basis.
Major credit and debit cards, Apple Pay, Google Pay, and PayPal through Stripe. Business customers can also pay by invoice with NET-30 terms on annual plans above a set threshold, and eligible hardware purchases over $499 can be split into monthly instalments through our financing partner.
Team and Business plans add shared workspaces, role-based permissions, consolidated billing, and priority support. Enterprise adds SAML single sign-on, SCIM user provisioning, audit logs, a data processing addendum, and a security review questionnaire. Custom build clients get all of it as part of the engagement.
Yes. You can request account deletion from the account settings screen or by emailing us. We remove your personal data and your workspace content within 30 days, and delete it from backups within 90 days. Retained records that tax or law requires us to keep are isolated and deleted when the obligation ends.
Still need help?
Talk to a person, not a ticket queue
Send us a note and we will reply within one business day. If it is an outage or a billing emergency, say so in the subject line and we will prioritise it.
Email support
Write to hello@nexusaigear.com. Include your account email and, for Studio or Docs issues, the project name.
Contact the team
Use the contact form for anything about pricing, custom builds, or vendor applications. It reaches the same small team in Aurora, Ontario.
Security questions
For anything touching data handling, penetration testing, or our disclosure programme, email security@nexusaigear.com.