Scope of this policy
This policy applies to purchases made directly from NovaGen3D when paid checkout is available. It covers subscriptions and separately purchased credit packs. It does not mean that payment, cancellation, or automatic refunds are already enabled in a preview interface.
A signed business agreement or a payment platform's mandatory purchase rules may provide additional terms. Your mandatory consumer rights always take priority over a voluntary refund restriction here. Refunds concern the amount actually paid, including any discount applied.
Unused-purchase refunds
You may request a full refund within 7 calendar days of an initial subscription payment, a renewal charge, or a credit-pack purchase if none of the paid credits or paid benefits attributable to that purchase have been used. Contact us within that period using the published address below.
The corresponding purchase must be wholly unused. We check task and billing records to distinguish usage of that purchase from earlier credits or free allowances. A task accepted and processed by the provider counts as use even if its result was not downloaded; a task that was rejected before processing does not by itself count as delivered use.
When an eligible purchase is refunded, its corresponding credits and paid entitlement are removed. A subscription refund also ends the refunded subscription's renewal. Credits belonging to a separate purchase are assessed separately.
Used purchases and exclusions
Outside the unused-purchase window, or after attributable paid benefits have been used, we do not normally provide a change-of-mind refund or cash out a remaining credit balance. We do not normally prorate a partly used month or annual plan. This does not limit remedies for an actual billing error, non-delivery, or a right provided by law.
A result that differs from your artistic expectations is not by itself a confirmed service failure. AI outputs can vary, and suitability for printing, production, or a particular application requires your review. Report objectively unusable output or a missing promised deliverable so we can investigate the specific task.
Free or promotional credits have no refundable cash value. We may refuse a voluntary refund where records establish fraud or deliberate abuse, but a legitimate complaint, privacy request, or payment dispute does not by itself establish abuse.
Failed tasks and billing errors
If a task fails, a promised file cannot be delivered, or credits appear to have been deducted incorrectly, send us the task identifier and relevant error details. We will check whether processing occurred and whether a usable result was delivered. A timeout alone may not establish failure if a provider continues processing the request.
For a confirmed task-level non-delivery with an incorrect credit deduction, we will restore the affected credits or provide another appropriate remedy. This is reviewed support handling; the interface does not promise an automatic credit reversal. A wider failure to deliver a paid service may justify a monetary refund, depending on the purchase and applicable law.
Confirmed duplicate charges, incorrect charge amounts, or charges taken after a cancellation became effective are corrected by returning the improperly charged amount. Report suspected unauthorized payments promptly; we may need the payment provider to help investigate.
Subscription cancellation
Cancellation stops future renewals; it is a separate action from requesting a refund of a payment already made. Use the billing portal supplied with your subscription, if available, or contact us before the next renewal. Keep the cancellation confirmation. A portal being unavailable does not remove your ability to request cancellation through the published support address.
Unless a refund ends the entitlement earlier, cancellation normally leaves access until the end of the paid billing period. Credit expiry, rollover, and separately purchased credit-pack rules remain those disclosed for your purchase. An annual subscription is an annual purchase, even if its price is displayed as a monthly equivalent.
Do not rely on logging out, removing a payment card, or deleting your account as confirmation that renewal has stopped. If you cannot access a cancellation control, contact us and keep a record of your request. We will assess the effective cancellation time and correct any charge taken after it should have stopped.
How to request a refund
Contact the address at the end of this page. Send only the information needed to locate the purchase or task. Do not include a password, full card number, or card security code.
We may ask for relevant information to verify the request, then explain the decision and any credit adjustment, cancellation, or refund. You may ask us to reconsider a decision with additional evidence. You retain any right to contact your payment provider or a consumer authority.
- Your account email and order or transaction identifier.
- The payment date and the subscription or credit pack involved.
- The reason for the request and, for a task problem, the task identifier and error or screenshot.
- For a renewal dispute, the cancellation request or confirmation and its date.
Refund method and timing
Approved monetary refunds are issued through the original payment provider to the original payment method wherever possible. We refund the eligible amount actually paid; we do not require you to accept credits instead of money when you are entitled to a monetary refund.
The payment provider and your bank determine when a processed refund appears. Currency conversion or exchange-rate changes may affect the amount shown in your account currency. We will provide available refund confirmation rather than guarantee a bank settlement date.
Statutory rights and policy changes
Consumers in some locations, including the European Economic Area and the United Kingdom, may have a 14-day withdrawal right for eligible distance purchases. Exceptions or deductions for digital content or services depend on the purchase type and legally valid consent, acknowledgment, or a request to begin performance. Merely using the site or accepting general terms does not by itself waive a statutory right.
Nothing here excludes mandatory remedies for defective or undelivered services. When local law requires a refund despite the voluntary rules above, that law takes priority.
Policy changes apply to future purchases after the updated policy takes effect. We assess an existing purchase under the version that applied when it was made, together with applicable law.
Contact
NovaGen3D is the public name of the service at https://novagen3d.com.
For account, privacy, billing, or policy questions, email support@novagen3d.com. The on-site contact form is a preview and does not deliver messages; use this mailbox instead.