Billing, Refunds & Chargeback Policy

1. Payment Processor Disclosure

Payments are securely processed by licensed payment service providers. We do not store full card details on our servers. All payment transactions are handled by PCI-DSS compliant payment providers. All transactions are tokenized and processed in compliance with PCI-DSS standards.

Your payment may also be subject to authentication, fraud screening, and verification procedures required by our payment partners, card schemes, or applicable law.

2. Billing Information

All prices on Novacine are displayed in euros (€), unless stated otherwise at checkout.

When you complete a purchase, you authorize us and our payment processor to charge the selected payment method for the applicable amount, including any taxes, fees, or other clearly disclosed charges.

Nova Crystals are typically delivered automatically and made available for immediate use after successful payment confirmation.

If Nova Crystals cannot be delivered within the expected timeframe, we will notify the cardholder of the revised expected delivery date and offer the option to cancel the purchase where applicable.

3. Status of Nova Crystals

Nova Crystals are non-transferable virtual credits usable only within the Novacine platform. They are not cryptocurrency, not tradable, and not redeemable for cash.

Nova Crystals have no monetary value outside the platform and may only be used to access or generate digital services and content offered by Novacine.

Unless required by law or expressly stated in this Policy, purchased Nova Crystals are non-refundable once properly delivered to your account.

4. Refund Eligibility Criteria

Refunds may be granted only in the following circumstances:

• you were charged successfully but the purchased Nova Crystals were not delivered to your account;
• a confirmed technical failure prevented the purchased service from being provided as intended;
• duplicate billing or an obvious billing error occurred;
• a refund is otherwise required under applicable consumer protection law.

Refunds are not normally available in the following situations:

• Nova Crystals were properly delivered to your account and remain available for use;
• you changed your mind after requesting immediate delivery of digital credits;
• you are dissatisfied with a creative result, style, or subjective artistic output where the service functioned technically as intended;
• your request was blocked, rejected, or limited due to policy, safety, or legal restrictions;
• your issue was caused by unsupported files, user-side errors, incompatible input, or misuse of the platform.

5. Technical Failure Refund Policy

If a generation fails because of a confirmed technical error, system fault, service outage, timeout, or other platform-side failure, we will either:

• re-credit the affected Nova Crystals to your account; or
• issue a refund to the original payment method, where re-credit is not possible or not appropriate.

To assess a technical-failure claim, we may review transaction logs, generation records, account activity, timestamps, uploaded files, and any screenshots or other evidence you provide.

We reserve the right to deny claims where our records show successful delivery, successful crediting, successful generation, policy violation, or user-side error rather than a platform-side failure.

6. Refund Request Window

All refund requests must be submitted within 30 calendar days from the date of the relevant transaction. Claims submitted after this period may be rejected unless a longer period is required by applicable law.

7. How to Request a Refund or Report a Billing Problem

To request a refund or report a billing issue, please contact us at [email protected].

Your message should include sufficient details to help us identify and investigate the issue, including where applicable:

• your account email address;
• transaction date and amount;
• order, invoice, or receipt reference;
• a clear description of the issue;
• relevant evidence such as screenshots, error messages, or payment confirmations.

8. Dispute Submission Procedure

Before initiating a chargeback or payment dispute with your bank or card issuer, you should first contact our billing or support team so that we can review the matter and attempt to resolve it directly.

You may contact:

• Billing team: [email protected]
• General support: [email protected]

When submitting a dispute to us, please provide:

• your full contact details;
• the email used for the Novacine account;
• transaction identifiers or receipt details;
• screenshots or other supporting evidence;
• a short explanation of the requested resolution.

9. Response Timeframe (SLA)

We aim to acknowledge billing-related inquiries within 2 business days.

We aim to provide a substantive response or resolution within 7 business days, although more complex cases may take longer where additional verification is required.

If additional review is needed, we will inform you that your request remains under investigation.

10. Chargebacks

A chargeback should be used only where a billing issue could not be resolved directly with us.

If you initiate a chargeback without first contacting us, we may still submit records to the relevant payment processor, bank, card scheme, or dispute-resolution body showing delivery status, account activity, communications, and other relevant evidence.

Where permitted by law, we reserve the right to suspend or restrict account access while an active payment dispute or chargeback remains unresolved.

11. EU/UK Digital Content and Waiver of Withdrawal Right

For customers in the European Union and the United Kingdom, digital credits and related digital services may be delivered immediately after purchase.

Before completing payment, eligible customers may be required to confirm the following:

I understand that by purchasing digital credits and requesting immediate delivery, I waive my statutory right of withdrawal once delivery begins.

Where this waiver has been validly accepted and delivery has begun, cancellation or withdrawal rights may no longer apply, except where required by law.

12. Non-Refundable Virtual Credits

Purchased Nova Crystals are digital, non-transferable virtual credits. Because they are supplied as digital content for immediate use, they are generally non-refundable after delivery, except:

• where the law requires otherwise;
• where credits were not delivered correctly;
• where a confirmed technical failure prevented proper use.

13. Contact Details

Support contact: [email protected]

Company: COMPUTEACH LIMITED

Registered office: 35 Firs Avenue, London, England, N11 3NE

If you contact us regarding a billing matter, please use the same email address associated with your Novacine account whenever possible.