Refund Policy

1. Overview

At NovraLab, we strive to deliver high-quality digital products and compliance technology solutions. This Refund Policy explains when and how refunds may be issued for subscriptions and one-time purchases made through our platform.

All payments are processed by Paddle.com, which acts as our Merchant of Record. Refunds are subject to Paddle's own policies in addition to the terms set out below.

2. Subscription Services

NovraLab offers monthly and annual subscription plans for its compliance platform and SaaS products. The following refund terms apply:

• Monthly subscriptions: Refundable within 7 days of initial purchase or renewal if you have not materially used the service during that period.
• Annual subscriptions: A pro-rated refund may be issued within 14 days of purchase for the unused portion of the subscription term, minus any platform setup or onboarding fees incurred.
• Enterprise & custom plans: Refunds on enterprise contracts are governed by the individual service agreement (SLA/MSA) signed at the time of onboarding. Please contact your account manager at enterprise@novralab.com for assistance.

3. One-Time Purchases & Setup Fees

One-time implementation fees, onboarding fees, and compliance platform set-up charges are non-refundable once work has commenced, unless:

• NovraLab has materially failed to deliver the agreed scope of work.
• NovraLab cancels the engagement prior to commencement.

If a deliverable milestone is incomplete due to our fault, a partial refund proportional to the undelivered work will be issued.

4. Add-On Modules

Optional add-on modules — including Regulatory Reporting Automation, Audit Preparation, AML/KYC Workflow Automation, and Custom Compliance Integration — are billed on a recurring basis as part of your subscription. Refunds for add-ons follow the same schedule as the base subscription tier to which they are attached.

Add-ons that have been fully provisioned and activated are non-refundable after the applicable refund window has elapsed.

5. Eligible Refund Grounds

We will issue a refund in the following circumstances, regardless of timing:

• A significant technical failure directly attributable to NovraLab that rendered the service unusable.
• Duplicate billing or an erroneous charge.
• A charge made after a confirmed cancellation.
• A billing error confirmed in writing by NovraLab or Paddle.

6. Non-Refundable Items

The following are explicitly non-refundable:

• Fees for services already rendered or substantially performed.
• Trial or promotional plan upgrades after the trial has ended.
• Partial months or billing periods already consumed.
• Currency conversion losses or third-party bank charges.

7. How to Request a Refund

To submit a refund request, email billing@novralab.com with the subject line "Refund Request — [Your Order ID]". Please include:

• Your registered email address and account name.
• Your Paddle order ID or invoice number.
• The reason for the refund request.
• Any supporting documentation (screenshots, error logs, etc.).

Requests must be submitted within 30 days of the charge date. We aim to respond within 3 business days. Once approved, refunds are processed by Paddle and typically appear on your statement within 5–10 business days.

8. Cancellation & Access

Cancelling your subscription does not automatically trigger a refund. Upon cancellation, access to the platform continues until the end of the current billing period. To request a refund in addition to cancellation, please follow the process outlined in Section 7.

9. Consumer Rights

Nothing in this policy limits your statutory rights under applicable consumer protection or distance selling legislation. EU/EEA customers exercising the 14-day cooling-off right under the Consumer Rights Directive should note that, by commencing use of a digital service, you may waive this right. We will inform you clearly before purchase where this applies.

10. Changes to This Policy

NovraLab reserves the right to update this Refund Policy at any time. Material changes will be communicated by email or a prominent notice on our website at least 14 days before taking effect.

11. Contact