Refunds & cancellations
Refund & Cancellation Policy
The short version: unstarted project work is generally refundable, completed or committed work isn't, the Direction Checkpoint is a real off-ramp, and Growth Ops is month-to-month.
Overview
Novenworks provides professional services to businesses, including website transformations, fix sprints, local visibility projects, campaign builds, and month-to-month Growth Ops.
Because our work is service-based rather than physical merchandise, refund and cancellation terms depend on the type of engagement. If a written proposal, statement of work, order form, or service agreement includes terms that differ from this policy, the signed agreement controls.
Project-based work
Project-based services include the Business Website Transformation, the Website Fix Sprint, Local Visibility Launch, Conversion Campaign Build and other defined deliverables.
If you cancel a project before work has begun, payments made toward work that has not started are generally eligible for refund unless the written agreement states otherwise or Novenworks has already incurred non-refundable third-party costs on your behalf.
Once work has begun, fees covering work already completed, time already committed, approved milestones, or non-refundable third-party expenses are not refundable. If a prepaid balance remains for work that has not yet been performed, any refund or account credit will be handled according to the applicable agreement.
Completed and delivered work is not refundable solely because a client changes direction, pauses the business, changes vendors, or decides not to use the completed work.
The Direction Checkpoint
Every Transformation includes an approved direction before the full build proceeds. If, at that checkpoint, you decide not to continue, you pay for the strategy and direction work completed to that point as set out in your agreement, and the remainder of the project fee is not charged.
Growth Ops and recurring services
Growth Ops and other recurring Novenworks services are offered month-to-month unless a written agreement states otherwise. You may cancel by contacting Novenworks before your next billing date.
Cancellation becomes effective at the end of the current paid billing period. Payments for a billing period that has already begun are generally not prorated or refunded for unused days within that period. Once cancellation is effective, Novenworks will not intentionally charge future recurring service fees.
Third-party costs
Some projects involve third-party expenses such as software licenses, hosting, domain registrations, advertising spend, paid plugins, stock assets, platform fees, or other external services. Third-party expenses that have already been purchased, committed, or paid on your behalf are generally non-refundable unless the third-party provider issues a refund.
Billing errors and duplicate charges
If you believe you were charged incorrectly, charged more than once, or billed after an effective cancellation date, contact us as soon as possible. We will investigate legitimate billing errors and correct them when appropriate.
Chargebacks and payment disputes
We encourage clients to contact Novenworks before initiating a payment dispute or chargeback so that we have an opportunity to investigate and resolve the issue directly. Nothing in this policy limits any rights you may have under applicable law or through your payment provider.