Refund & Cancellation Policy

1. Our 48-hour change-of-mind offer

You may request a full refund of your initial subscription payment within 48 hours of that payment, provided you have not submitted a work request and Nova has not started providing the services. Email billing@novastudios.co.za within that period to request the refund.

Once you submit a work request, or 48 hours have passed since payment, whichever happens first, we ordinarily do not offer a voluntary change-of-mind refund. The offer applies to the initial purchase, rather than each renewal.

This condition applies only to our voluntary offer. Submitting a request is not, by itself, proof that services have actually begun with your consent, and does not automatically remove a statutory cooling-off right. The billing system counting a paid day does not, by itself, establish legal commencement of services either.

2. Your statutory rights

Mandatory consumer protections take priority over this policy, including any that apply in your country. Neither our 48-hour offer nor submission of a work request excludes those protections.

South African cooling-off rights

Where section 44 of the Electronic Communications and Transactions Act (ECTA) applies to a service purchase, you may cancel without a reason or penalty within seven days after the agreement is concluded. Payments must then be refunded in full within 30 days of cancellation. Section 42 contains exceptions, including services actually begun with your consent before that period ends; we do not assume that submitting a request alone meets that exception.

Where the Consumer Protection Act (CPA) direct-marketing cooling-off right applies instead, cancellation may be made within five business days after conclusion of the service agreement, with repayment within 15 business days after notice. CPA section 16 does not apply where ECTA section 44 applies.

Where ECTA section 43 applies, a failure to provide required disclosures or a proper opportunity to review, correct or withdraw an order may allow cancellation within 14 days of receiving the services, with repayment under that section.

Other statutory cancellation, disclosure and service-quality remedies remain available where applicable. You may contact your bank, payment provider or an appropriate consumer-protection authority without first exhausting our support process.

3. Plans & paid service days

Design

$3,499/month

Design + Build

$5,999/month

For Nova’s subscription accounting, one month means 30 active UTC calendar days, rather than a named calendar month or 30 rolling 24-hour periods. Customers pay first. A successful, verified payment purchases the allocation; a checkout redirect alone does not.

The UTC date on which payment is successfully confirmed is Day 1, even if only part of that date remains. Each date starts at 00:00 UTC (02:00 in South Africa). Active dates consume paid capacity even if you do not submit work on those dates. No new paid allocation or unpaid service is granted by a failed or unverified payment.

Advertised prices are in US dollars. Where payment is collected in South African rand, review the exact ZAR amount and the fixed conversion rate disclosed before payment. Nova does not use live foreign-exchange conversion; your card issuer’s conversion and charges may differ.

Unused allocation does not automatically qualify for a refund. Subject to your statutory rights and the remedies below, we ordinarily do not refund unused days simply because you have not used the full allocation.

4. Pausing & resuming

You may pause at any time. The UTC date on which you pause counts as an active day; its unused hours are not carried forward. Future dates spent fully paused do not consume your remaining paid service days, and no automatic renewal is initiated while paused.

You can resume using your remaining paid days. The resume date counts once: pausing and resuming repeatedly on the same UTC date does not count that date again. Resuming with no paid days remaining does not activate service; renewal eligibility is deferred to the next UTC midnight and service requires successful payment.

5. Cancellation & automatic renewal

You can cancel at any time without a long-term commitment or a cancellation fee. Cancellation disables future automatic renewal; it does not automatically forfeit remaining prepaid service days. You may still use, pause and resume those days. Cancelling renewal does not itself request a refund or pause active-day consumption.

Use the subscription-management link supplied with your purchase to pause, resume or cancel. If you cannot access it, or want to raise a statutory cancellation or refund request, email billing@novastudios.co.za. The subscription cancellation control stops renewal; statutory cancellation and refund requests are assessed separately.

Automatic renewal requires your explicit authorisation and a supported reusable payment method. Where available and authorised, it may be attempted only after your paid active dates have been consumed, aligned to UTC midnight, at the agreed ZAR price. A new allocation requires successful, independently verified payment. Customers without recurring authorisation are not automatically charged.

A charge already in flight may still complete after a pause or cancellation. We investigate such payments against the timing of your instruction and your legal rights. Resuming paid capacity does not re-enable renewal that you have cancelled.

6. Service problems & payment errors

If Nova does not provide the agreed services, or their quality falls short of the applicable standard, contact us with the details. Appropriate remedies remain available, including correcting the service or refunding an appropriate part or all of the payment where justified. Where CPA section 54 applies, you may require correction of the defect or a reasonable refund reflecting the extent of the failure.

Where ECTA section 46 applies and services are unavailable, Nova must notify you and refund payments within 30 days of that notification. Statutory remedies for failure to perform within the applicable agreed or legal period are not restricted by this policy.

Duplicate charges, incorrect amounts and payments you did not authorise are not treated as ordinary change-of-mind requests. We will investigate the payment records and resolve confirmed errors appropriately with the payment provider. Report suspected unauthorised payments promptly to your bank or card issuer as well.

7. Request a refund or raise a dispute

Email billing@novastudios.co.za. To help us locate the payment, include:

• The name and email address used for the purchase.
• The plan, payment date, amount and transaction reference or receipt, if available.
• What happened and the remedy you are requesting. For the voluntary 48-hour offer, tell us whether you submitted a request or any services began.

You do not have to give a reason when exercising an applicable statutory right to cancel without reason. Missing receipt details do not remove that right; share what you have so we can identify the transaction. We may ask for information reasonably needed to verify the payment, your authority to request the refund and the circumstances.

Do not email full card numbers, CVV codes, banking passwords or one-time passcodes. If further payment details are necessary, an appropriate secure process must be used.

8. How refunds are processed

Approved refunds are processed through the payment provider, normally back to the original payment method. If that route is unavailable, we will arrange an appropriate verified alternative. A full refund under our voluntary offer is not reduced by Nova’s payment-processing fees.

The time for funds to appear depends on the provider, payment method and receiving bank. We do not guarantee a universal bank-processing timeframe. Those processing arrangements do not extend any legally required refund deadline described above or otherwise applicable to your request.

If an approved refund has not arrived, contact billing@novastudios.co.za with the original transaction reference and any refund confirmation so it can be traced.