Refund Policy

This Refund Policy explains when Nova Vertex LTD (“Nova Vertex”, “the Company”, “we”, “us”, or “our”) may issue refunds for purchases, subscriptions, or other payments made through our websites, mobile applications, products, and related services (together, the “Services”).

We aim to process refund requests fairly and reasonably, consistent with this Refund Policy, applicable consumer protection law, and the rules of the payment platform or provider used for the transaction.

Nothing in this Refund Policy is intended to exclude, limit, or otherwise affect consumer rights that cannot lawfully be excluded or restricted.

Whether a refund applies depends on the circumstances of the purchase, the payment method used, applicable law, and, where relevant, the policies of the third-party payment provider involved.

We may consider a refund request where:

• A valid payment was successfully completed through an authorized payment method or provider
• A significant technical issue prevented normal access to or use of the purchased Services
• The request is made within 14 days of the transaction, where that period applies under applicable law or our own refund practice
• You provide enough information to identify and verify the transaction
• The circumstances otherwise support a refund under applicable consumer protection rules

Each request is reviewed on its own merits.

Submitting a request doesn’t guarantee that a refund will be issued, unless you have a mandatory legal right to receive one.

Subject to applicable consumer protection laws, we may generally decline a refund request where:

• You simply change your mind after completing a purchase and no statutory cancellation or refund right applies
• The Services were available but you chose not to use them
• The request results from a misunderstanding of clearly disclosed functionality or compatibility requirements
• The issue is mainly caused by your device, operating system, network connection, or an unrelated third-party service
• The request is made after the applicable refund or cancellation window has closed
• You have materially violated our Terms of Use or other applicable policies
• There is reasonable evidence of fraud, abuse, manipulation, or misuse of the refund process
• The relevant payment provider has determined that the transaction isn’t eligible for a refund under its own policies

These limitations don’t override any statutory refund, withdrawal, cancellation, or other consumer rights available under applicable law.

For transactions that Nova Vertex LTD can review directly, you may submit a refund request by contacting our support team:

Email: [email protected]

Phone: +44 7520 663474

To help us identify and review your request, please provide relevant information such as:

• Your full name
• Your contact information
• Transaction or order details
• Proof of purchase where available
• Date of purchase
• A description of the issue
• The reason you’re requesting a refund

Please don’t send complete payment card numbers or other unnecessary sensitive financial information.

We may ask for additional information when reasonably necessary to verify the transaction, investigate the reported issue, or determine whether the request qualifies for a refund.

For purchases processed entirely by a third-party platform, including the Apple App Store, you may need to submit your request directly to that provider.

Refund requests submitted directly to Nova Vertex LTD are assessed individually, based on the circumstances of the transaction.

As part of our review, we may:

• Verify the relevant transaction
• Request additional information or supporting documentation
• Review technical or account details relevant to the reported issue
• Check whether the request satisfies this Refund Policy
• Consider applicable payment provider requirements
• Consider applicable statutory consumer rights

Where permitted by law, we reserve the right to approve or decline a refund request based on the circumstances and information available.

Any discretionary decision made under this Policy doesn’t limit rights or remedies that a consumer may have under applicable law.

When Nova Vertex LTD approves a refund, it’s generally returned through the original payment method used for the transaction, where technically and legally possible.

Refund processing times depend on the payment method, financial institution, payment provider, and other factors outside our direct control.

Once a refund has been authorized, funds typically appear within roughly 5 to 14 business days, though actual processing times may be shorter or longer.

Transactions handled by Apple, Stripe, banks, card issuers, or other third parties may follow their own processing schedules.

Certain taxes, currency conversion differences, bank charges, or third-party fees may not be refundable, where permitted by applicable law.

If you believe a charge is incorrect or there’s a problem with a transaction, we encourage you to contact us or the relevant payment provider so the matter can be reviewed.

Where permitted by law, fraudulent, abusive, or intentionally misleading payment disputes or refund claims may result in appropriate measures, which may include:

• Additional verification of transactions
• Restriction of access to certain Services
• Suspension or termination of an account in cases of material abuse
• Other reasonable measures necessary to protect our Services and payment systems

Nothing in this section prevents you from exercising legitimate rights to dispute a transaction through your bank, card issuer, payment provider, or other legally available mechanism.

Payments may be processed by independent third parties, including app stores, financial institutions, payment processors, and other authorized providers.

Where a transaction is controlled by a third-party provider, that provider may determine:

• Whether a refund is available
• How a refund request must be submitted
• What information is required
• How long processing will take
• Which payment or subscription rules apply

Nova Vertex LTD isn’t responsible for processing delays, technical failures, or decisions made independently by third-party payment providers where those matters are outside our reasonable control.

To the extent permitted by applicable law, Nova Vertex LTD isn’t responsible for refund-related issues arising primarily from circumstances outside our reasonable control, including:

• Interruptions or failures caused by independent third-party services
• Problems caused by unsupported or incompatible devices
• Internet, telecommunications, or network connectivity problems
• Delays attributable to banks or card issuers
• Processing delays attributable to Apple, Stripe, or other payment providers
• Restrictions imposed by third-party platforms or payment systems

Nothing in this Refund Policy excludes or limits liability or consumer rights where such exclusion or limitation is prohibited by applicable law.

We may revise this Refund Policy from time to time to reflect changes to our Services, payment processes, business practices, legal requirements, or regulatory obligations.

When changes are made, the “Last updated” date at the top of this Policy will be revised accordingly.

Where required by applicable law, we may provide additional notice before material changes take effect.

Any changes to this Refund Policy won’t reduce mandatory rights that apply to transactions under applicable consumer protection law.

If you have questions about this Refund Policy or need help with an eligible transaction, you can reach us at:

Nova Vertex LTD 66 Lavender Hill London SW11 5RQ United Kingdom