Refund Policy

This Refund Policy applies to paid services and subscriptions offered by Novexaro through the website at https://novexaro.com. It is written in accordance with Canadian consumer protection principles, including applicable provisions of the Consumer Protection Act (Ontario) and federal consumer protection regulations.

1. Free Services

Many of Novexaro's assessment features and all editorial content are provided free of charge. There is nothing to refund for free-tier services. This policy applies only to paid service tiers, subscriptions, or one-time purchases if and when they are offered on the Platform.

2. Subscription Services

Where Novexaro offers paid subscription tiers, the following refund terms apply:

Monthly Subscriptions

Subscribers to monthly plans may cancel at any time. Cancellation takes effect at the end of the current billing period. No partial-month refunds are issued for the remaining days of a billing period following cancellation, except in the circumstances described in Section 4 below. Cancellation prevents renewal for subsequent billing periods.

Annual Subscriptions

Subscribers to annual plans who cancel within 14 calendar days of the initial purchase date and have not accessed paid-tier assessment features beyond initial login and setup may request a full refund. This 14-day window constitutes a cooling-off period consistent with consumer protection principles applicable to digital services in Canada. After 14 days, or once paid-tier assessment features have been substantively accessed, annual subscription fees are non-refundable, though cancellation will prevent renewal at the end of the current annual period.

3. One-Time Purchases

One-time purchases of specific reports, extended assessment packages, or other non-subscription paid items are subject to the following:

• Refunds are available within 7 days of purchase if the purchased item has not been accessed or downloaded.
• Once a report has been accessed or a downloadable item has been downloaded, the purchase is considered fulfilled and is not eligible for refund, except under the circumstances described in Section 4.

4. Refunds for Platform Errors or Non-Delivery

If a paid assessment, report, or feature fails to function due to a platform-side technical error — and the issue cannot be resolved within 5 business days of being reported — you are entitled to a full refund of the relevant purchase amount regardless of the standard refund window. Refund eligibility in these cases requires that the issue be reported to [email protected] within 30 days of the failed transaction.

We take platform reliability seriously and will make reasonable efforts to resolve technical issues before processing a refund if the resolution is possible within the stated timeframe and acceptable to you.

5. Duplicate Charges

If you have been charged more than once for the same service in the same billing period due to a payment processing error, we will refund all duplicate charges in full within 5 business days of the error being confirmed.

6. How to Request a Refund

To request a refund under this policy:

• Email [email protected] with the subject line "Refund Request"
• Include your name, email address associated with your account, the date of purchase, and the reason for your refund request
• We will acknowledge your request within 2 business days and process eligible refunds within 10 business days of approval

Refunds are issued to the original payment method used at purchase. Processing times may vary depending on your payment provider.

7. Chargebacks

We encourage customers to contact us directly before initiating a chargeback through their payment provider. Chargebacks initiated without first contacting Novexaro for resolution may result in suspension of platform access pending investigation. We will cooperate fully with payment providers in resolving any disputed transactions.

8. Changes to This Policy

We reserve the right to modify this Refund Policy. Changes apply to purchases made after the effective date of the update. Purchases made prior to a policy change are governed by the version of this policy in effect at the time of purchase.

9. Contact

Refund enquiries:
Email: [email protected]
Phone: +1 416-598-4222
120 Jay St, North York, ON M6L 2M2, Canada