1. Website projects
| Where your project is | What you get back |
|---|---|
| Before we've started work (we haven't yet received your content, or started the design) | 100% refund |
| Work has started but no draft has been shared | Refund minus 25% of the package price for work done |
| A draft or finished site has been shared with you | Not refundable, except as in section 2 |
| You've received the final files or the site has gone live | Not refundable, but our 30-day free fixes apply |
Turnaround times start once payment and your content are in, so please send your content promptly if you want your site fast.
2. When we'll refund in full or in part regardless
- We can't deliver what you bought, or we materially miss the package scope, and we can't fix it within a reasonable time after you tell us.
- We miss a rush launch you paid for (12-hour add-on), in which case we refund the rush fee.
- You were charged in error or twice.
Subjective preferences, such as changing your mind about a colour or layout after approving a draft, aren't grounds for a refund, but we'll gladly adjust the site within the package scope.
3. Add-ons
- Booking engine: follows the project rules above.
- 12-hour rush: refundable if we miss the rush launch (see above); otherwise follows the project rules.
- Domain & DNS setup: the setup fee follows the project rules, but domain registration costs paid to a registrar are non-refundable.
4. Care plans (Care, Care Plus and Care Premium)
- You can cancel any time. Cancellation takes effect at the end of the period you've already paid for.
- We don't refund a period that has already started, and unused support hours don't roll over or convert to cash.
- Monthly plans: no refund for the current month.
- Yearly plans: if you cancel within 14 days of buying or renewing and haven't used support hours, we'll refund in full. After that, we refund the unused whole months, each counted at the monthly price.
- Extra support hours billed at the hourly rate are non-refundable once the work is done.
5. How to ask for a refund
Email @@NOVA_EMAIL@@ with your name, your project or business name, and the reason. Please do so within 30 days of payment, or within 30 days of launch for issues with your site. We'll reply within 3 business days.
6. How refunds are paid
Approved refunds go back to the original payment method through our payment provider, Stripe. Banks usually take 5–10 business days to show them. Card processing fees may not be returned to us by the payment provider; we don't deduct them from refunds.
7. Chargebacks
Please contact us before disputing a charge with your bank. We resolve most issues quickly. If a dispute is filed for a project we've delivered, we'll provide the project records to your bank.
8. Your files
If you receive a refund after final files were delivered, ownership of the work stays with us unless we agree otherwise. Our Client Agreement says you own the work once it is paid in full.
9. Contact
NovaSites · (920) 655-5402 · @@NOVA_EMAIL@@