Refund and Cancellation Policy
Effective date: 01.07.2026
This Refund Policy explains when you can obtain a refund for credits purchased on Novograde, It forms part of, and should be read together with, our Terms of Service.
1. What we sell
Novograde sells credits that give access to AI-assisted assessment sessions. This is digital content and services, supplied immediately when you use a credit.
2. The 14-day withdrawal right and how it applies to credits
If you are an EU consumer, you have a 14-day right of withdrawal from your purchase. Applied to credits:
- Unused credits. You may request a full refund of any credits you have not used, within 14 days of purchase.
- Used credits. When you start an assessment, you expressly ask us to begin the service immediately and acknowledge that the consumed credit is no longer refundable. Used credits are not refunded.
Example: you buy a 10-session bundle, use 3 sessions, then request a refund within 14 days — we refund the value of the 7 unused sessions.
3. After the 14-day period
After 14 days from purchase, credits are non-refundable, except where a refund is required by law (for example, if the service was not delivered due to a fault on our side).
4. Faulty or undelivered service
If a paid assessment fails to run because of a technical fault on our side and the credit is consumed, contact us and we will restore the credit or refund it.
5. How to request a refund
E-mail office@novograde.com from the address linked to your account, stating your account e-mail and what you are requesting. We aim to acknowledge within 14 days and to process approved refunds to your original payment method within 14 days of approval.
6. Chargebacks
If you think a charge is incorrect, please contact us first — we can usually resolve it faster than a card dispute.
7. Contact
E-mail: office@novograde.com