Refunds Policy

This Refunds Policy explains when and how NV Software Services ("NV Software Services", "we", "us" or "our") issues refunds and handles cancellations for our software, web, mobile and cloud services. It forms part of, and should be read together with, our Terms & Conditions.

This policy applies to fees paid to us for professional services (including custom software development and project work), support and maintenance plans, and any recurring subscriptions or retainers we offer. Where a signed proposal, statement of work or agreement sets out different refund terms, that agreement prevails for that engagement.

Initial consultations, discovery calls and written proposals are provided free of charge, so no refund arises. Work begins only after you approve a proposal and any applicable advance payment is received.

Project fees are typically billed as an advance/deposit followed by milestone or time-based payments. Because our team and schedule are reserved once work starts, advance payments cover work already performed and capacity committed. Refund eligibility for milestone payments is assessed against the work completed and delivered up to the date of cancellation.

You may cancel an engagement by written notice to hello@nvstart.com. On cancellation, we will:

• Stop work and issue a final invoice for work completed to date;
• Refund any advance or prepaid amount that exceeds the value of work completed, less any non-recoverable third-party costs already incurred (such as licences, domains or hosting) and any agreed cancellation fee;
• Hand over work product for which payment has been received.

If we are unable to deliver the agreed services for reasons within our control, we will refund the portion of fees paid for work not performed. If we cancel for reasons outside our control — including a material breach of these terms by you or your failure to provide required inputs — refunds are assessed on the same completed-work basis described above.

Recurring support, maintenance or subscription fees are billed in advance for the applicable period. You may cancel at any time to stop future billing; cancellations take effect at the end of the current billing period. Fees for the current period are generally non-refundable once the period has begun, except where required by law or where we have failed to provide the service.

• Work already completed and delivered, and milestones already approved;
• Third-party costs paid on your behalf that cannot be recovered — domains, licences, cloud usage and similar pass-through charges;
• Fees for a subscription or retainer period that has already commenced;
• Any applicable taxes or statutory charges already remitted.

To request a refund, email hello@nvstart.com with your invoice number, the amount in question and the reason for the request. Please submit requests within 14 days of the relevant invoice date. We may ask for additional information to assess the request.

Approved refunds are processed to the original payment method within 7–14 business days of approval, unless another method is agreed in writing. Bank or payment-provider timelines may add a few days. Any currency-conversion or transaction fees charged by third parties are outside our control and may not be recoverable.

If you believe a charge is incorrect, please contact us first so we can resolve it directly. Initiating a chargeback without contacting us may delay resolution and lead to suspension of services while the dispute is investigated.

We may update this Refunds Policy from time to time. The current version will always be posted on this page with an updated "Last updated" date, and applies to engagements entered into after that date.