Refunds & Cancellation

This policy applies to engagements entered into with Novireli under a signed proposal or order form. Where that document contains different cancellation or refund terms, the signed document takes precedence over this page.

There is no checkout on novireli.com, no stored payment method and no automatic renewal created by using the site. A payment obligation only ever arises from an invoice issued under a signed proposal.

Summary of the standard position, explained in full below:

• Cancel in writing before kickoff and any deposit is refunded in full
• After kickoff, you pay for work completed and work in progress; the balance of unearned fees is refunded
• Monthly engagements end under the written notice period in the signed proposal
• Approved refunds are issued within 10 business days, to the original payment method

Kickoff is the date named in the proposal, or the first working session, whichever happens first. If you cancel in writing at any point before kickoff, your deposit is refunded in full and nothing further is owed. No reason is required and no cancellation fee applies.

If you need to move the start date rather than cancel, we will hold your deposit against a rescheduled slot for up to 90 days at no extra cost.

A diagnostic is a fixed-scope engagement with its fee, timeline and any deposit stated in the proposal.

• Cancelled before kickoff: deposit refunded in full
• Cancelled after kickoff: completed work and documented work in progress are charged; any remaining prepaid balance is refunded
• If a draft exists at cancellation, you receive it in its current state
• After the report is delivered: the fee is earned in full, because the deliverable is in your hands and is yours to keep

Any credit toward a later Prototype Sprint will be stated in the proposal rather than assumed by this policy.

Sprints are milestone based. Each milestone is named in the proposal with a fee and an expected date, and cancellation is settled at the milestone level.

• Cancelled before kickoff: deposit refunded in full
• Cancelled mid-sprint: you pay for milestones already accepted, plus work in progress on the current milestone at the day rate stated in the proposal. Any remaining prepaid amount is refunded
• You receive everything produced up to the cancellation date — code, configuration and notes — regardless of the stage reached
• Third-party costs already incurred with your prior approval, such as cloud or model usage, are not refundable

We ask for cancellation in writing to support@novireli.com. Work stops on the day we acknowledge it, and a final reconciliation invoice or refund follows within 10 business days.

• Either side may end a monthly engagement using the written notice period in the signed proposal
• The monthly fee covers an agreed capacity. Capacity not used within a cycle does not roll over automatically, and is not refunded, unless the proposal says otherwise
• If we end the engagement, or if we cannot deliver the agreed capacity in a cycle, the unearned portion of that cycle's fee is refunded pro rata
• There is no cancellation penalty, no minimum term beyond the notice period, and no automatic annual commitment

Deliverables carry a 30-day warranty: if something materially fails to match the specification in the proposal, tell us within 30 days of accepting that milestone and we will correct it at our cost. That is our first remedy, and in most cases it is the fastest one for you.

If a correction is not possible, we will refund the portion of the fee attributable to the non-conforming deliverable. We do not offer refunds because a system built to specification did not produce the business result you hoped for, or because a language model produced an output you disagree with in a case outside the agreed evaluation set — the limits of model accuracy are set out in our Terms of Service and discussed openly before work begins.

We may end an engagement if we cannot staff it properly, if a conflict of interest emerges, if requested work would be unlawful or unsafe, or if invoices remain unpaid after written notice.

Where we cancel for any reason other than your non-payment or breach, we refund all unearned fees within 10 business days, hand over everything produced to that point, and help you transition to another provider at no charge for up to five hours of our time.

• Email support@novireli.com from the address on the engagement, with “Cancellation” or “Refund request” in the subject line
• Include the proposal reference or invoice number, and the date you want the cancellation to take effect
• We will acknowledge the request after review and provide a written decision, including the calculation used, as promptly as the circumstances allow
• If you disagree with the calculation, reply and we will review it with you before anything is finalised

Approved refunds are issued within 10 business days of the decision, in US dollars, to the original payment method and the account the payment came from. We do not charge an administrative or restocking fee for processing a refund.

Bank or card networks may take additional time to post the credit to your account, which is outside our control. Where an intermediary bank deducts a transfer fee on an international payment, that fee is not recoverable by us and is not included in the refunded amount.

• Work already completed and accepted, including a delivered diagnostic report
• Third-party costs already incurred with your prior written approval, such as cloud hosting or model provider usage
• Training or handover sessions that have already been delivered
• Capacity reserved but unused in a monthly cycle, unless the proposal states otherwise

If you believe an invoice or charge is wrong, contact support@novireli.com first. Almost every billing question is resolved within a few days, and we would rather correct an error directly than have it decided by a third party.

If you raise a chargeback or payment dispute, we will provide the payment provider with the signed proposal, the invoice, the delivery record and our correspondence with you. Raising a dispute does not remove the option of resolving it with us directly, and we will keep responding to you while it is open.

This is version 1.0, effective September 11, 2026. Changes apply only to engagements signed after the updated effective date shown at the top of this page. The version in force when you signed continues to apply to your engagement.