Refund & Dispute Policy
At Novaxelon, we aim to provide high-quality digital marketing, AI automation, website development, software development, consultancy and related technology services.
This Refund & Dispute Policy explains how refunds, service disputes and payment-related concerns are handled.
1. Scope
This policy applies to services purchased from or provided by Novaxelon through our website, proposals, quotations, service agreements, invoices or other agreed commercial arrangements.
Where a separate written agreement or Statement of Work (“SOW”) applies to a project, the terms of that agreement will also apply. Nothing in this policy limits any statutory rights that cannot legally be excluded or restricted.
2. Service-Based Projects
For bespoke services such as:
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AI automation
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AI agent development
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Website design and development
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Application development
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Digital marketing
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SEO services
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Advertising and lead-generation services
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Consultancy
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Business process automation
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Software implementation
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Maintenance or support services
refund eligibility may depend on the stage of the project, work already completed, third-party costs incurred and the specific terms agreed with the client.
Where work has already been performed, Novaxelon may deduct the reasonable value of services already supplied before calculating any applicable refund, subject to applicable law.
3. Deposits and Advance Payments
Where a client pays a deposit or advance payment, the payment may be allocated towards:
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Project planning and discovery
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Research and strategy
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Design and development
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Software configuration
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Third-party services
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Advertising expenditure
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Domain or hosting costs
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AI/API usage
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Other project-specific costs
A deposit is not automatically refundable where Novaxelon has already commenced work or incurred non-recoverable costs.
However, Novaxelon will assess refund requests fairly and in accordance with the applicable contract and UK consumer law.
4. Subscription Services
For recurring services, cancellation will normally stop future charges from being made after the applicable notice or cancellation period.
Charges for services already supplied before cancellation may remain payable where permitted by the applicable agreement and law.
Where a subscription includes a minimum contractual term, the applicable terms will be stated before the customer enters into that commitment.
5. Advertising and Third-Party Costs
Where Novaxelon manages advertising campaigns or purchases third-party services on behalf of a client, amounts already paid to advertising platforms, software providers, hosting providers, domain registrars or other third parties may not be recoverable by Novaxelon.
Any treatment of such costs will be explained in the applicable proposal, quotation, invoice or agreement.
6. Refund Requests
A refund request should be submitted as soon as reasonably possible and should include:
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Customer or company name
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Invoice or order number
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Service purchased
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Date of purchase
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Amount paid
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Reason for the request
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Relevant supporting information
Requests should be sent using the contact details published on the Novaxelon website.
7. Service Issues
If you believe that a service has not been supplied in accordance with the agreed scope, please contact us promptly.
Where appropriate, Novaxelon may first seek to:
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Investigate the issue;
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Correct or rectify the affected service;
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Provide a reasonable alternative solution; or
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Discuss an appropriate price adjustment or refund where legally applicable.
For digital services, the Consumer Rights Act 2015 provides statutory rights relating to quality, fitness for purpose and conformity with description in applicable consumer contracts. Nothing in this policy removes those rights.
8. Disputes
We encourage customers to contact us before initiating a formal payment dispute or chargeback.
We will review the matter objectively and attempt to resolve legitimate disputes as quickly as reasonably possible.
When investigating a dispute, we may review:
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The agreed scope of work
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Proposals and quotations
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Contracts or Statements of Work
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Emails and other communications
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Project records
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Deliverables
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Payment records
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Evidence of work completed
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Third-party costs
9. Chargebacks
If a customer initiates a chargeback or payment dispute with a bank or payment provider, Novaxelon may provide relevant contractual and transaction information to the payment provider in response.
Initiating a chargeback does not remove any contractual or statutory obligations that may apply.
10. Approved Refunds
Where Novaxelon agrees that a refund is due, the refund will normally be processed using the original payment method unless another method is legally permitted and agreed.
Where statutory rights require a particular refund timeframe or method, those requirements will apply.
11. Statutory Rights
Nothing in this policy is intended to exclude, restrict or replace any consumer rights or remedies that cannot legally be excluded or restricted under applicable UK law.
12. Contact
If you have a refund request or service dispute, please contact Novaxelon through the contact details provided on our website.
We will aim to acknowledge your request and provide an appropriate response within a reasonable period.
Novaxelon
United Kingdom
Website: https://novaxelon.co.uk/
