1. Plans and usage
Plans may include workspace limits, crawl limits, AI usage limits, reporting limits, support levels, and feature access. Limits may change when a plan is upgraded, downgraded, or renewed.
2. Billing cycles
Paid subscriptions are billed according to the selected billing cycle or written order. Customers are responsible for keeping payment and billing information accurate.
3. Cancellation
Customers may cancel according to the available account settings or by contacting support. Cancellation generally stops future renewal charges but does not automatically refund prior charges unless required by law or agreed in writing.
4. Refund requests
Refund requests are reviewed case by case. We may consider duplicate charges, billing errors, service access failures caused by Novaverb, or applicable legal requirements.
5. Taxes
Customers are responsible for applicable taxes, duties, or government charges unless a written order or invoice states otherwise.
6. Credits and unused allowances
Data credits, whether included with a plan or bought as a one-time pack, are not refundable and have no cash value. Credit packs do not expire. Monthly plan allowances, including audits, credits, keyword scans, and recorded sessions, reset with each billing period and unused amounts do not carry over or convert to a refund.
7. When Novaverb ends a service
Two different endings, two different outcomes. If Novaverb declines a domain or ends an account as a commercial decision, we refund the unused part of any fee already paid for the current billing period, and that refund is the whole of what we owe for the decision. If instead the account is ended because of a serious breach of the Terms of Service or the Acceptable Use Policy, no refund is due. Where both could apply, we treat it as a breach only if we have described the breach to you.
8. Chargebacks
If you dispute a charge with your bank or payment provider rather than contacting us, we may suspend the account while the dispute is open. We would rather fix a billing problem directly, and a refund we agree is usually faster than a dispute.
9. How refunds are paid
An agreed refund is returned to the original payment method. Timing after that depends on your payment provider and bank, which is outside our control.