Refund Policy

Last Updated: February 17, 2025

Effective Date: February 17, 2025 — This Refund Policy outlines the terms under which NovaCraft Digital LLC ("Company," "we," "us," or "our") processes refunds, cancellations, and billing adjustments for our services. This policy is an integral part of our Terms & Conditions.

1. Scope of This Policy

This Refund Policy applies to all services provided by NovaCraft Digital LLC, including monthly Subscription Plans (Essential, Growth, and Premium), custom project engagements, and any additional services or add-ons purchased through our Website or agreed upon in writing. By subscribing to or purchasing any of our services, you acknowledge and agree to the terms set forth in this policy.

2. Subscription Plan Refunds

2.1 General Policy

All Subscription Plan fees are billed monthly in advance and are non-refundable for the current billing period. When you subscribe to a plan, you are purchasing access to services for the upcoming billing period. Because we allocate resources, schedule team capacity, and begin work upon receipt of payment, subscription fees for the current period cannot be refunded once the billing cycle has begun.

2.2 Cancellation

You may cancel your Subscription Plan at any time by providing written notice to billing@novacraftdigital.org at least seven (7) calendar days before your next billing date. Upon cancellation:

• You will retain access to all services through the end of your current paid billing period
• No further charges will be applied to your payment method
• All completed Deliverables for the current period will be provided to you
• Work-in-progress will be delivered in its current state
• Unused services or features within the current billing period do not carry over, accrue, or qualify for credit

2.3 Satisfaction Guarantee — First 14 Days

New subscribers who are unsatisfied with our services may request a full refund within the first fourteen (14) calendar days of their initial subscription (the "Satisfaction Period"), provided that:

• The request is submitted in writing to billing@novacraftdigital.org within the 14-day period
• The Client has engaged with the service in good faith (e.g., provided project materials, participated in onboarding)
• No final Deliverables have been approved and delivered to the Client

This Satisfaction Guarantee applies only to the first month of a new subscription and is not available for renewal periods, plan upgrades, or custom project engagements.

3. Custom Project Refunds

3.1 Deposit Policy

Custom projects require a non-refundable deposit of fifty percent (50%) of the total project fee prior to commencement of work. This deposit covers the allocation of resources, project planning, initial research, and the reservation of team capacity dedicated to your project.

3.2 Refund Eligibility by Project Phase

3.3 Client-Initiated Cancellation of Custom Projects

If the Client cancels a custom project after work has commenced, the following applies:

• The non-refundable deposit is forfeited
• The Client is responsible for payment of all work completed through the date of cancellation, calculated on a pro-rata basis based on the percentage of the project scope completed
• The Company will deliver all completed work and source files for which payment has been received
• Any remaining balance owed to the Company must be paid within fourteen (14) calendar days of the cancellation date

4. Non-Refundable Items

The following items and costs are non-refundable under any circumstances:

• Third-party costs incurred on the Client's behalf, including but not limited to domain registration fees, hosting charges, stock photography licenses, premium plugin or theme licenses, advertising spend, and third-party software subscriptions
• Rush fees or expedited delivery surcharges
• Consultation fees for completed discovery sessions or strategy workshops
• Services that have been fully rendered and accepted by the Client
• Custom code, design files, or other Deliverables that have been delivered and approved

5. Refund Process

5.1 How to Request a Refund

To request a refund, please send a written request to billing@novacraftdigital.org with the following information:

• Your full name and the name on the account
• The email address associated with your account
• Your Subscription Plan or project name/reference number
• The reason for your refund request
• The date of the original transaction
• Any supporting documentation relevant to your request

5.2 Review & Processing Timeline

All refund requests will be reviewed by our team within five (5) business days of receipt. You will receive an acknowledgment of your request within one (1) business day. Once a refund is approved:

• Credit/debit card payments: Refunds will be processed to the original payment method within five to ten (5–10) business days. Please note that your bank or card issuer may require additional time to post the refund to your account.
• Bank transfers/ACH: Refunds will be initiated within five (5) business days. Processing times vary by financial institution and may take up to fifteen (15) business days to appear in your account.
• Other payment methods: Refund processing times will depend on the specific payment provider and will be communicated at the time of approval.

5.3 Partial Refunds & Service Credits

In certain circumstances, the Company may, at its sole discretion, offer a partial refund or service credit in lieu of a full refund. Service credits may be applied toward future services and have no cash value. Service credits expire twelve (12) months from the date of issuance if unused.

6. Disputed Charges & Chargebacks

If you believe a charge is incorrect or unauthorized, please contact us at billing@novacraftdigital.org before initiating a dispute with your payment provider. We are committed to resolving billing issues promptly and fairly.

If a chargeback or payment dispute is initiated with your bank or credit card company without first attempting to resolve the issue directly with us, the Company reserves the right to: (a) immediately suspend all Services; (b) pursue recovery of the disputed amount plus any associated chargeback fees and administrative costs; and (c) terminate the Client's account.

Fraudulent chargebacks — disputes filed for services that were properly rendered and accepted — may be reported to the relevant authorities and credit agencies.

7. Service Level Failures

If the Company fails to deliver agreed-upon services within the timeframe specified in a signed Statement of Work (SOW), and such failure is solely attributable to the Company (not caused by Client delays, Force Majeure, or third-party issues), the Client may be eligible for:

• A pro-rata credit for the delayed portion of the service, applied to the next billing cycle
• An extension of the current billing period at no additional charge to account for the delay
• In cases of material breach by the Company, a partial refund commensurate with the undelivered portion of the services

Any claim for service level failure must be submitted in writing within fifteen (15) calendar days of the agreed-upon delivery date.

8. Modifications to This Policy

The Company reserves the right to modify this Refund Policy at any time. Material changes will be communicated to active subscribers via email at least thirty (30) days before the changes take effect. The updated policy will be posted on our Website with a revised "Last Updated" date. Continued use of our Services after the effective date of any changes constitutes acceptance of the revised Refund Policy.

9. Contact Information

For refund requests, billing questions, or any other inquiries related to this policy, please contact us:

NovaCraft Digital LLC
Billing & Refunds Department
30 N Gould St Ste R
Sheridan, WY 82801, USA
Email: billing@novacraftdigital.org
Phone: +1 (307) 622-4996