Refund & Cancellation Policy

1. Overview

NovexVision Digital is committed to delivering high-quality work that meets your agreed objectives. We work hard to ensure client satisfaction throughout every engagement. This policy sets out the terms under which refunds or credits may be issued, and how cancellations are handled.

2. Deposits

Most project engagements require a deposit before work commences (typically 50% of the total project value, as specified in your service agreement). Deposits are generally non-refundable because they are applied immediately to cover initial work, planning, resource allocation, and materials purchased on your behalf.

Exceptions may apply if NovexVision Digital cancels the engagement without cause before work commences. In such cases, the deposit will be returned in full.

3. Project Work

Cancellation before work commences

If you cancel a project before any work has begun (within 48 hours of signing the agreement and before any resources have been allocated), your deposit may be refunded in full, at our discretion. Please contact us immediately at contact@novexvision.com.

Cancellation after work has commenced

If you cancel after work has begun, you are responsible for payment for all work completed to the date of cancellation. The specific amount due will be calculated based on the percentage of work completed and resources already expended, including third-party costs (hosting, licences, stock assets) purchased on your behalf.

• 0–25% project completion: deposit retained; no further payment required unless third-party costs were incurred
• 26–50% completion: payment for work completed is due; deposit applied toward this amount
• 51–75% completion: 75% of total project value is due
• 76–100% completion: full project value is due

Upon receiving cancellation payment, all completed work product will be delivered to you in the agreed file formats.

Revisions and disputes

We offer a defined number of revision rounds as specified in your service agreement. If you are dissatisfied with any deliverable, please contact us within 7 days of delivery to request a revision. We will work in good faith to resolve any concerns. Dissatisfaction alone, without specific objections tied to the agreed brief, does not constitute grounds for a refund.

4. Monthly Retainer Services

Monthly retainer services (SEO, paid advertising management, social media, email marketing, etc.) are billed monthly in advance. The following cancellation terms apply:

• You may cancel a monthly retainer by providing 30 days' written notice to contact@novexvision.com
• The final 30-day period is payable in full whether or not a full month of service is delivered during the notice period
• No refunds are issued for partial months already in progress unless NovexVision Digital has failed to deliver the agreed services
• Any advertising budget held in managed ad accounts that belongs to you will be returned or transferred to your control within 5 business days of the termination date

5. Exceptional Circumstances

NovexVision Digital reviews refund requests on a case-by-case basis in exceptional circumstances, including:

• Significant failure to deliver services as agreed in the signed service agreement
• Prolonged delays caused solely by NovexVision Digital with no resolution offered
• Documented error or omission by NovexVision Digital that materially impairs the value of the deliverable

In any of these cases, please contact us first. We aim to resolve all issues directly before any formal dispute process. A proportional refund or service credit may be offered at our discretion.

6. Third-Party Costs and Ad Budgets

Advertising budgets, platform fees (Google Ads, Meta, TikTok, etc.), third-party software licences, and other costs paid directly to third parties on the client's behalf are not refundable by NovexVision Digital. These funds belong to the client and are subject to the refund policies of the respective platforms. We will provide full transparency and account access so you can manage these funds directly if needed.

7. How to Request a Refund or Raise a Concern

To request a refund or raise a concern about our services, please contact us in writing:

Email: contact@novexvision.com
Subject line: "Refund Request — [Your Company Name]"

Please include your project name, invoice number(s), and a clear description of the issue. We will acknowledge your request within 2 business days and provide a response within 7 business days.

8. Payment Disputes

We strongly encourage you to contact us directly before initiating a payment dispute or chargeback with your bank or card provider. Most issues can be resolved quickly through direct communication. Chargebacks raised without prior contact may result in additional fees and suspension of services.

9. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated date. For active service agreements, the policy in effect at the time of signing governs the engagement.

10. Contact

NovexVision Digital LLC
Email: contact@novexvision.com