Accepted Payment Methods

We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover).

Update Your Payment Method

1. Log in to the account where the membership was purchased.

2. Click Account to open Account Settings.

3. Click Manage Subscription. Your billing page will open.

4. Under Payment Methods, click Add Payment Method.

5. Enter your credit card information and click Add.

6. You will be redirected to Payment Methods. Click the three dots next to the new card and select Make Default.

7. Once the new card is set as the default, you can delete any old payment methods if needed.

Find Your Purchase Receipts

1. Log in to the account where you made the purchase of items.

2. Click Account to open Account Settings.

3. Click Manage Subscription.

4. Your subscription and invoice history page will appear.

5. Scroll down to Invoice History and click on the transaction to download your invoice.

Payment Security

All payments on Nilo are securely processed through Stripe. For more information on how your payment data is protected, visit Stripe's security documentation.

Failed Payments

If a subscription renewal payment fails (for example, due to an expired card, insufficient funds, or a bank decline), the following process applies:

1. Nilo will automatically retry the payment up to 3 times over the following 7 days.

2. You will receive an email notification after the first failed attempt with instructions to update your payment method.

3. During the retry period (grace period), your subscription remains active and your benefits continue.

4. If all retry attempts fail after 7 days, your subscription is suspended. Your account reverts to the free plan.

5. To restore your subscription, log in and update your payment method under Account Settings > Manage Subscription. You can then resubscribe.
   

Tip: To avoid service interruptions, keep your payment method up to date. You can add a backup card in your Payment Methods settings.

Refunds

Subscriptions & Top-Ups

Nilo subscriptions and Bits top-ups are non-refundable as per our Terms of Service.

• When you purchase a subscription, you are billed for the full billing period. If you cancel, your benefits continue until the end of the current billing period, but no partial refund is issued.

• Purchased Nilo Bits are non-refundable once they have been added to your account. If you purchased Bits in error and have not used any of them, contact support within 48 hours of the purchase to request a review.

Unauthorized Charges & Refund Requests

Nilo users under the age of 18 must have permission from the payment account owner (their parent, guardian, or adult relative) before making any purchase. Unauthorized charges violate our Terms of Service and may result in the permanent closure of the associated account(s).

Reporting Unauthorized Charges for Credit Card Purchases

If you notice a charge on your credit or debit card that you did not authorize, please contact us before disputing the charge with your bank. 

Once a charge has been disputed, a refund cannot be issued due to our payment provider’s dispute process. 

When reporting charges make sure to provide the following information:

• The date and amount of each charge

• Billing name

• The last four digits of the credit/debit card used

• The account email address associated with the purchase

• The username (if known)

• Any attachments you find helpful  

Fraud and Refund Investigations

After you report unauthorized credit or debit card charges, Nilo’s team will review the case and assist with any eligible refund requests.

Please remember to contact us before disputing a charge with your bank. Once a charge is disputed, Nilo cannot issue a direct or immediate refund while the dispute process is ongoing.

Accounts associated with unauthorized charges may be subject to account suspension or deletion, as this activity violates our Terms of Service.