This Refund Policy applies to all subscription payments made by business organizations ("You", "Your Organization") for access to the Novaq platform and services. Payments are processed by our Merchant of Record on behalf of Novq LTD.
Key Principle
We believe in fair billing. If something goes wrong, we'll work with you to make it right.
1.Subscription Cancellation
You may cancel your subscription at any time. Upon cancellation:
- —Your subscription remains active until the end of the current billing period.
- —You will not be charged for the next billing cycle.
- —Access to the platform continues until the paid period expires.
- —No partial refunds are issued for unused time within the current billing period.
2.Refund Eligibility
2.1 Eligible for Refund
We will issue a refund in the following situations:
- —You were charged after cancelling your subscription due to a billing error.
- —You were double-charged or incorrectly billed for the same period.
- —A significant, sustained platform outage prevented you from using the service for a material portion of the billing period.
- —You contact us within 14 days of your first payment if the platform does not meet the core functionality described during onboarding.
2.2 Not Eligible for Refund
Refunds will generally not be issued for:
- —Change of mind after the current billing cycle has begun.
- —Failure to use the platform (non-usage does not constitute grounds for a refund).
- —Removal of patients mid-cycle (credits are applied to the next invoice instead).
- —Requests made more than 30 days after the charge.
3.Annual Plan Refunds
For organizations on annual billing:
- —Annual subscriptions may be cancelled at any time, but the subscription remains active until the end of the annual term.
- —Partial refunds for the unused portion of an annual plan are available only within the first 30 days of the subscription start date.
- —After 30 days, no prorated refunds will be issued for annual plans.
- —If you wish to downgrade from annual to monthly, the change takes effect at the next renewal date.
4.How to Request a Refund
To request a refund, contact our team with the following details:
- —Your organization name and account email
- —The date and amount of the charge in question
- —The reason for your refund request
Billing Support
novaq.app@outlook.com
We aim to respond within 2 business days
5.Refund Processing
- —Method: Approved refunds are returned to the original payment method used for the transaction.
- —Timeline: Refunds are typically processed within 5–10 business days. Your bank or card issuer may take additional time to reflect the credit.
- —Currency: Refunds are issued in the original transaction currency. Exchange rate differences are not compensated.
6.Credits & Proration
In cases where a full refund is not applicable, we may issue account credits:
- —Credits are applied automatically to your next invoice.
- —Removing patients mid-cycle generates a prorated credit, not a refund.
- —Credits do not expire as long as your subscription remains active.
- —Credits cannot be redeemed for cash.
7.Disputes
If you believe a charge is incorrect, please contact us before initiating a chargeback with your bank. We are committed to resolving billing disputes quickly and fairly.
Note: Chargebacks initiated without prior communication may result in suspension of your account pending investigation.
8.Changes to This Policy
We may update this Refund Policy from time to time. Material changes will be communicated through the platform or via email. Continued use of the Services after changes constitutes acceptance of the updated policy.