Refund Policy

Effective Date: 20 Sept 2024

At Novo, we prioritize customer satisfaction and aim to provide a valuable experience for all users. Please review our refund policy below to understand your rights regarding refunds and cancellations.

1. Eligibility for Refunds

Refunds may be issued under the following conditions:

  • Within 2 Days of Purchase: If you are not satisfied with your subscription, you may request a full refund within 14 days of the initial purchase or renewal date. The refund will only apply to the most recent billing cycle and excludes any previous charges.
  • Technical Issues: If you experience significant technical issues that prevent you from using Novo, and these issues cannot be resolved by our support team, you may be eligible for a refund within 30 days of the issue being reported.

2. Non-Refundable Circumstances

Refunds will not be issued in the following cases:

  • Outside the Refund Window: Requests made after the 2-day refund window will not be considered.
  • Downgrades and Cancellations: If you downgrade or cancel your subscription during a billing cycle, you will retain access to Novo’s premium features until the end of the billing period, but you will not receive a refund for the remaining days.
  • Usage Limits Exceeded: If you have exceeded your usage limits for your subscription plan (e.g., document creation, API calls, sources added, etc.), no refund will be given for that billing cycle.

3. How to Request a Refund

To request a refund, please contact our support team at [email protected] with the following details:

  • Your account information (email associated with the account)
  • Date of purchase
  • Reason for requesting the refund

Our support team will process your request within 5-7 business days and notify you via email.

4. Payment Disputes

In the event of a payment dispute, please reach out to our support team to resolve the issue. We strongly recommend contacting us before initiating a chargeback through your payment provider to avoid unnecessary fees or delays.

5. Changes to the Refund Policy

Novo reserves the right to modify or update this refund policy at any time. Changes will be effective immediately upon posting on our website.

If you have any questions about our refund policy, please contact us at [email protected].