Refund and Cancellation Policy
At Neon Nova, we are dedicated to delivering top-tier digital solutions and a smooth client experience. This Refund and Cancellation Policy outlines the terms and conditions for web development, web hosting, and digital marketing services provided by Neon Nova. By engaging our services, you agree to the terms set forth below.
Web Development Services
We strive to ensure our clients receive fully functional, high-quality websites as defined in the agreed project scope.
- Refund Eligibility: Refunds may only be considered if Neon Nova fails to deliver the project in line with the clearly defined scope, timeline, or deliverables agreed upon at the start of the project.
- Refund Exclusions:
- No refunds will be issued once the project is delivered or near completion unless there is clear evidence of failure to meet agreed deliverables.
- Change of mind, mood shifts, or dissatisfaction without legitimate grounds does not qualify for a refund.
- Revisions and changes post-delivery are billed separately unless covered under an existing maintenance or revision plan.
- Turnaround Time (TAT): Neon Nova maintains a standard turnaround time of 72 hours for responses and updates, depending on the revision queue and workload. Delays within this window are not grounds for dispute.
Web Hosting Services
Our hosting services include shared and dedicated server options with the following refund terms:
- Shared Hosting:
- Refunds may be requested within the first 30 days of purchase.
- Only the unused portion of the hosting subscription will be refunded.
- Dedicated Hosting:
- Refunds are not available for dedicated server plans, as these are procured individually for each client.
- Once provisioned, the full amount is considered non-refundable.
- Early Termination: Clients may cancel hosting services anytime; however, unused periods are not refundable unless otherwise specified in a contract.
Digital Marketing Services
Our digital marketing services are governed by the following refund structure:
- Non-Refundable Service Fee: 20% of your marketing budget is retained as a non-refundable service fee to cover strategy, consultation, and management.
- Marketing Spend: The remaining 80% allocated for advertising (e.g., Google Ads, Meta Ads) becomes non-refundable once campaigns are launched or funds are spent.
- Cancellation Policy:
If a campaign is cancelled before launch, unused marketing spend may be refunded (excluding the service fee).
Refunds are not issued based on campaign performance, as digital marketing results are influenced by dynamic market variables beyond our control.
General Cancellation Policy
- Client-Induced Delays: If delays occur due to a client’s failure to provide necessary materials (e.g., logos, text content), the project may be marked as paused or completed, and no refund will be provided.
- Termination Clause: Either party may terminate an agreement with a 14-day written notice. In such cases, partial refunds may be considered only for work not yet initiated or services not rendered.
Chargeback & Dispute Policy
Neon Nova strictly does not support chargebacks or refund requests based on mood changes, change of mind, or communication misinterpretation within the standard TAT.
In case of any dispute, we are committed to resolving matters amicably. Clients are encouraged to contact us directly before taking external action. We reserve the right to present signed contracts, project logs, communication records, and completed work as evidence during any dispute process.
Contact Us
If you have any questions regarding this Refund and Cancellation Policy, please reach out to our support team at: info@neonnova.co.uk