Cancellation &
Refund Policy

1. Scope

NOVA connects customers with independent sellers and service providers. This pre-launch information describes the planned framework; final terms and their effective date will be published before marketplace transactions begin.

2. Service cancellations

Before confirming a booking, review the provider’s cancellation window, rescheduling rules and any disclosed charge. A cancellation request should be made through the order or booking support channel stated at launch. Charges must not be introduced after confirmation without a lawful basis.

If a provider cancels, fails to attend or cannot deliver the agreed service, customers may seek an appropriate remedy, including a refund for an undelivered service, subject to applicable law. Concerns about partial or deficient services will be assessed against the agreed scope and the work actually performed.

3. Product cancellations and returns

Cancellation before dispatch will depend on the order status and the conditions disclosed before purchase. After dispatch, a return or other resolution may be needed. Product-specific return windows, condition requirements and any lawful exclusions must be displayed before ordering.

Report damaged, defective, incorrect, misdescribed or undelivered products with the order reference and relevant evidence where available. Category restrictions or “non-returnable” labels do not override remedies required by law. Do not return products to an unconfirmed address.

4. Requesting help

• Contact the support channel on the Contact Us page once operational, quoting the order or booking reference.
• Describe the issue and preferred resolution; provide relevant photographs or records where available.
• NOVA will coordinate review with the independent seller or provider and communicate the outcome.
• If unresolved, use the grievance contact. Statutory complaint rights remain available.

5. Refund handling

Approved refunds will normally be returned through the original payment method where supported; any necessary alternative will be communicated securely. Refund eligibility and amount will reflect the issue, applicable law and the terms disclosed at purchase. Any permissible deductions must be explained. Bank or payment-provider posting times may differ from NOVA’s processing time.

6. Fair treatment and escalation

Cancellation charges, where lawful, must be fair, disclosed in advance and comply with applicable reciprocal obligations when a seller, provider or platform cancels. NOVA will not use this policy to deny mandatory consumer remedies. Verified contact and grievance details will be published on the Contact Us page.