1. Overview
NOVA HUB Studio provides custom software development, web and mobile applications, AI solutions, UX/UI design, DevSecOps, and related IT services. Because our work is professional services and custom deliverables — not mass-market retail products — refunds are handled according to this policy and the terms of your proposal or statement of work (SOW).
2. Custom Project Work
Most engagements are scoped with a discovery phase, proposal, milestones, and payment schedule. Unless your signed agreement states otherwise:
- An initial deposit or kickoff fee is generally non-refundable once work has started (research, design, architecture, or development).
- Completed and approved milestones are non-refundable.
- Payments for time already spent on time-and-materials or staff-augmentation work are non-refundable.
- Third-party costs we have already paid on your behalf (licenses, hosting, APIs, assets) are non-refundable.
3. Cancellation by the Client
You may cancel a project by written notice (email is sufficient). You remain responsible for:
- All work completed up to the cancellation date
- Approved milestone amounts due under the schedule
- Reasonable wind-down or handover time if requested
Any unused prepaid amount for work not yet started may be refunded after we deduct completed work, non-recoverable costs, and any amounts due under the agreement. We aim to confirm the settlement within 5–10 business days of receiving a clear cancellation request and required payment details.
4. Cancellation or Delay by NOVA HUB
If we cannot continue an engagement for reasons within our control, we will notify you promptly. Prepaid fees for undelivered work that we are unable to perform may be refunded, or you may choose credit toward a future engagement, at our mutual agreement.
5. Fixed-Price Packages
For small fixed packages (for example a standard marketing website with a defined scope), if you cancel before kickoff and before we have started work, you may request a full refund of amounts paid. After kickoff or delivery of first design/development artifacts, refunds are limited to unused prepaid portions as described above.
6. Quality Issues
If a delivered milestone materially fails to match the agreed written scope, notify us in writing within a reasonable review window (as stated in your SOW, or within 7 days of delivery if not specified). We will first attempt to remedy the issue at no additional charge. Refunds for quality disputes are considered only after a good-faith remediation attempt and are limited to the affected milestone amount.
7. How to Request a Refund or Settlement
To request a refund or cancellation settlement:
- Email [email protected] with your project name, invoice or proposal reference, and reason for the request
- Include the payment method / account details needed for any approved refund
- We will acknowledge receipt and respond with next steps, typically within 5–7 business days
8. Chargebacks
Please contact us before filing a payment dispute. False or abusive chargebacks for work that was delivered and accepted may result in suspension of services and sharing of delivery records with the payment provider, as permitted by law. This does not limit any genuine consumer or contractual rights you may have.
9. Contact
For refund or cancellation questions:
- Email: [email protected]
- Phone: +92 333 9197419
- Address: House 64 street 09 Raja Town band khanna road, Khanna Pul, Shakrial, Rawalpindi
- Website: novahubstudio.com