Refund Policy

1. Introduction

At NovaMerch, we are committed to delivering high-quality e-commerce support services to our clients. This Refund Policy outlines the terms and conditions under which refunds may be requested and processed for our services.

We provide professional e-commerce support services including content preparation for online stores, product catalog organization, platform setup (Shopify, WooCommerce, Etsy, etc.), and basic product visualization assistance.

2. Service-Based Refund Policy

As a service provider, our refund policy differs from product-based businesses. Once our services have been rendered, they cannot be "returned" in the traditional sense. However, we are committed to client satisfaction and will work with you to resolve any concerns.

3. Eligibility for Refunds

3.1 Full Refunds

You may be eligible for a full refund in the following circumstances:

• Service Not Initiated: If we have not yet begun work on your project and you cancel within 48 hours of payment
• Service Failure: If we are unable to deliver the agreed-upon services due to technical limitations or other factors on our end
• Duplicate Payment: If you were charged multiple times for the same service due to a processing error

3.2 Partial Refunds

Partial refunds may be considered in the following situations:

• Work in Progress: If you cancel a project after work has begun, you will be charged only for the work completed up to the cancellation date
• Service Quality Issues: If the delivered work does not meet the agreed-upon specifications outlined in your service agreement, and we are unable to rectify the issues through revisions
• Scope Reduction: If the project scope is reduced during the engagement, a prorated refund may be issued for the unused portion

3.3 Non-Refundable Services

The following are generally not eligible for refunds:

• Completed Services: Services that have been fully delivered and approved by the client
• Third-Party Costs: Expenses paid to third-party platforms, tools, or services on your behalf (e.g., Shopify subscription fees, stock image purchases, plugin costs)
• Change of Mind: Cancellations due to change of business direction or personal preference after services have been rendered
• Client-Provided Materials: Issues arising from inaccurate, incomplete, or delayed information provided by the client
• Consultation Services: Time spent on consultations, strategy sessions, or advisory services

4. Refund Request Process

4.1 How to Request a Refund

To request a refund, please follow these steps:

1. Contact us at info@novamerchservices.com within 14 days of service completion or payment
2. Include your order/invoice number, service details, and reason for the refund request
3. Provide any supporting documentation or evidence related to your claim
4. Allow our team 3-5 business days to review your request

4.2 Refund Review Process

Once we receive your refund request, we will:

• Acknowledge receipt of your request within 24-48 hours
• Review the details of your service agreement and work delivered
• Assess the request against our refund policy criteria
• Communicate our decision within 5-7 business days
• If approved, process the refund within 10-14 business days

5. Refund Methods and Timing

5.1 Payment Method

Refunds will be issued using the same payment method used for the original transaction. If this is not possible, we will work with you to arrange an alternative method.

5.2 Processing Time

• Credit/Debit Card: 5-10 business days after approval
• PayPal: 3-5 business days after approval
• Bank Transfer: 7-14 business days after approval

Please note that the actual time for funds to appear in your account may vary depending on your financial institution.

6. Revision and Correction Policy

Before requesting a refund, we encourage you to work with us to resolve any issues. We offer:

• Revisions: Most service packages include a specified number of revision rounds to ensure your satisfaction
• Corrections: We will correct any errors or issues that do not meet the agreed-upon specifications at no additional cost
• Communication: Open dialogue to address concerns and find mutually acceptable solutions

7. Project Cancellation

7.1 Client-Initiated Cancellation

If you need to cancel a project:

• Before Work Begins: Full refund minus any non-refundable deposits (typically 10-20% of project cost)
• During Project: You will be charged for work completed up to the cancellation date, with the remaining balance refunded
• After Completion: No refund will be issued for completed and delivered work

7.2 NovaMerch-Initiated Cancellation

If we need to cancel a project due to unforeseen circumstances, you will receive a full refund of all payments made, including any deposits.

8. Subscription and Recurring Services

For ongoing or subscription-based services:

• Cancellation Notice: Provide at least 7 days' notice before the next billing cycle to avoid charges
• No Partial Month Refunds: We do not offer refunds for partial months of service
• Final Billing: You will be billed for the current period and services will continue until the end of that period
• Unused Services: No refunds are provided for unused time within a billing period

9. Disputes and Chargebacks

We encourage you to contact us directly to resolve any payment disputes before initiating a chargeback with your financial institution.

10. Service Guarantees

While we strive for excellence in all our services, please note:

• We guarantee that services will be performed with professional care and expertise
• We do not guarantee specific business outcomes, sales results, or traffic increases
• Platform-specific limitations (Shopify, WooCommerce, Etsy, etc.) are outside our control
• Third-party service availability and functionality are not guaranteed by NovaMerch

11. Exceptions and Special Circumstances

We understand that unique situations may arise. If you believe your circumstances warrant special consideration outside the scope of this policy, please contact us. We will review exceptional cases individually and may make accommodations at our discretion.

12. Changes to This Refund Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. Your continued use of our services after changes are posted constitutes acceptance of the updated policy. We encourage you to review this policy periodically.