Last Updated: 23 September 2026
At Novacoree, we provide digital, creative, development and professional services rather than physical products. As a result, our returns and refunds process is primarily concerned with service cancellations, project termination, service issues and applicable consumer cancellation rights.
We aim to handle all cancellation and refund requests fairly and in accordance with applicable UK law.
1. Services Covered
This Returns & Refunds Policy applies to services provided by Novacoree, including:
- Web Design & Development
- Mobile App Development
- E-Commerce Development
- Creative Media
- Digital Marketing
- Custom Software Development
- Logo Design
- Branding and design services
- Other digital and professional services provided by Novacoree
2. Consumer Cancellation Rights
If you are a consumer and purchase services from Novacoree online or through another distance-selling method, you may have a statutory 14-day cancellation period.
The cancellation period generally begins when the contract is entered into.
However, specific rules apply where you ask us to begin providing services during the 14-day cancellation period.
If you expressly request that we begin providing the service during this period, you may be required to pay an amount that reflects the proportion of the service provided up to the point at which you cancel.
If a service has been fully performed after you expressly requested that it begin during the cancellation period and acknowledged that your cancellation right would end once the service was fully performed, the statutory cancellation right may no longer apply.
3. Cancelling Before Work Begins
If you cancel a service before we have started providing it, and you have a statutory right to cancel, you may be entitled to a full refund subject to applicable law.
If the service is not covered by a statutory cancellation right, the cancellation terms in your quotation, proposal, statement of work or service agreement will apply.
4. Cancelling After Work Has Started
If you request cancellation after work has started, the amount of any refund will depend on:
- The applicable contract;
- Any statutory cancellation rights;
- The amount of work already completed;
- Services already supplied;
- Third-party costs already incurred; and
- Any other applicable legal requirements.
Where a consumer has expressly requested that a service begin during the statutory cancellation period, Novacoree may charge for the proportion of the service supplied before cancellation, where permitted by law.
5. Custom and Bespoke Services
Many Novacoree services are created specifically for individual clients.
These may include:
- Custom websites;
- Custom software;
- Mobile applications;
- E-commerce stores;
- Logo designs;
- Branding;
- Custom graphics;
- Digital marketing campaigns; and
- Bespoke digital solutions.
Because these services may involve work specifically undertaken for an individual client, cancellation and refund arrangements may depend on the stage of the project and the work already completed.
Any applicable statutory consumer rights will continue to apply.
6. Services That Do Not Meet the Agreed Requirements
If you believe that a service does not meet the requirements agreed with Novacoree, please contact us as soon as reasonably possible.
We will review the matter and, where appropriate, may offer:
- Correction of the relevant issue;
- Repeat performance of the affected service;
- A price reduction;
- A partial refund; or
- Another remedy available under applicable law.
Under the Consumer Rights Act 2015, consumer services are generally required to be provided with reasonable care and skill. Where a service does not conform to the contract, consumers may have rights to repeat performance or a price reduction in the circumstances set out by law.
7. Repeat Performance
Where applicable, and where it is legally appropriate, Novacoree may first seek to correct or repeat the affected service.
Any repeat performance will be carried out within a reasonable time and without significant inconvenience to the consumer, subject to the nature of the service and the circumstances involved.
8. Price Reductions and Refunds
Where a consumer has a legal right to a price reduction or refund because a service does not conform to the contract, Novacoree will provide the applicable remedy in accordance with the law.
Where the Consumer Rights Act 2015 requires a refund, it must generally be provided without undue delay and within the applicable statutory timeframe.
Nothing in this policy is intended to restrict any statutory rights that cannot legally be excluded.
9. Third-Party Costs
Some Novacoree projects may require third-party products or services, including:
- Domain registrations;
- Website hosting;
- Premium WordPress themes;
- Premium plugins;
- Software licences;
- Stock images;
- Stock videos;
- Fonts;
- APIs;
- SaaS subscriptions;
- Payment services; or
- Other third-party services.
Where Novacoree purchases or incurs such costs specifically for your project, we may be unable to refund those costs where the relevant third-party provider does not offer a refund.
We will inform you of significant third-party costs where reasonably possible before they are incurred.
10. Deposits and Advance Payments
Where a deposit or advance payment is required, the applicable payment terms will normally be stated in your quotation, proposal or service agreement.
If a project is cancelled after work has started, the amount refundable, if any, may depend on the work already completed and costs already incurred.
For consumers, deposits and advance payments will always remain subject to applicable statutory rights.
A contractual term will not remove statutory consumer rights that cannot legally be excluded.
11. Digital Content and Software
Certain Novacoree services may involve the creation or supply of digital content, software, applications, downloadable files or other digital products.
Where applicable, specific statutory rules may apply to digital content supplied to consumers.
For example, where digital content is supplied immediately during a statutory cancellation period, specific consent and acknowledgement requirements may apply.
Where applicable, Novacoree will provide the information and obtain the necessary consent required by law.
12. Digital Marketing Services
Digital marketing, advertising and SEO services can involve work being performed continuously or at specific stages of a campaign.
Cancellation and refund arrangements for these services may therefore depend on:
- The agreed contract;
- The billing period;
- Work already completed;
- Advertising expenditure already incurred;
- Third-party platform costs; and
- Applicable statutory rights.
Advertising spend paid directly to third-party platforms may not be refundable by Novacoree where the relevant platform does not provide a refund.
13. Business-to-Business Clients
If you purchase Novacoree services on behalf of a business, the consumer cancellation rights described in this policy may not apply.
Business clients should refer to their:
- Quotation;
- Proposal;
- Statement of Work;
- Service Agreement; or
- Other applicable contract.
The agreed business contract will determine the applicable cancellation, termination and refund arrangements, subject to applicable law.
14. How to Request a Cancellation or Refund
To request a cancellation or refund, please contact Novacoree as soon as possible.
Please provide:
- Your full name;
- Business name, if applicable;
- Project or order reference;
- Service purchased;
- Date of purchase or agreement;
- Reason for the cancellation or refund request; and
- Any relevant supporting information.
Requests should be sent to:
Email: [EMAIL ADDRESS]
15. Refund Processing
Where Novacoree agrees that a refund is due, the refund will normally be made using the original payment method unless otherwise agreed or required by law.
The time required for the refund to appear in your account may depend on your bank, card provider or payment service provider.
Where a statutory refund deadline applies, Novacoree will comply with the applicable legal requirement. For certain consumer service remedies, UK law provides for refunds without undue delay and within the applicable statutory period.
16. No Waiver of Statutory Rights
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or remove any consumer rights that cannot legally be excluded or restricted.
If applicable UK law provides you with a right to a cancellation, repair, repeat performance, price reduction, refund or another remedy, this policy does not remove that right.
17. Complaints
If you are unhappy with a service or believe that a refund or cancellation request has not been handled correctly, please contact us first.
We will review your complaint and attempt to resolve the matter fairly.
Novacoree
Email: [EMAIL ADDRESS]
Address: [REGISTERED ADDRESS]
18. Changes to This Policy
We may update this Returns & Refunds Policy from time to time to reflect changes in:
- Our services;
- Our payment arrangements;
- Our cancellation procedures;
- Applicable laws; or
- Our business practices.
The latest version will be published on this page with the updated date shown at the top.
19. Contact Us
If you have any questions regarding cancellations, refunds or this policy, please contact us.
Novacoree
Email: info@novacoree.com
Website: novacoree.com