Refund & Cancellation Policy

1. Project work (Starter and Growth packages)

Project work is invoiced in two parts:

• 50% deposit when you sign the Statement of Work.
• The remaining 50% before the final site is launched on your domain.

Before kickoff

If you cancel before we've started any design or development work - and within 7 days of paying the deposit - we'll refund the deposit in full. Just email hello@novangel.net.

After kickoff

Once design or development work has begun, the deposit becomes non-refundable. We'll deliver everything completed up to the point of cancellation (working files, copy drafts, partial designs) and stop there. If we've delivered more than 50% of the agreed scope, we may invoice the proportional balance.

After launch

After the site has been launched on your domain and you've signed off, the project is considered delivered. Final payment is due and is not refundable. Bug fixes and items that fall under the warranty period (see your SOW) will still be addressed at no charge during that window.

2. Monthly Care subscription ($150/mo)

Monthly Care is cancel anytime.

• You can cancel by emailing hello@novangel.net at any time. We'll confirm and stop the next billing cycle.
• We don't pro-rate partial months. If you cancel mid-cycle, you keep service through the end of the current paid month and aren't billed again.
• If your card declines, we'll email you and pause your service rather than charging late fees. You can resume by updating your payment method.

3. Charges you may dispute

If something on your invoice looks wrong, please tell us before disputing the charge with your bank or card processor. Email hello@novangel.net within 30 daysof the charge with the invoice number and what's off. We'll review and either correct or explain it within a few business days.

A chargeback filed without first reaching out is a breach of these terms and your signed agreement, and may result in immediate suspension of any active services.

4. Special situations

• You go silent.If we don't hear from you for 30+ days during an active project despite our reasonable follow-ups, we may pause the project. After 90 days of no contact, we may close it out and invoice for work delivered.
• Scope changes.Adding or removing features after the SOW is signed is handled via written change orders, not refunds. Refunds don't apply to scope you've signed off on and then changed your mind about.
• We can't deliver.If we have to cancel on our end (illness, capacity, etc.), we'll refund any deposit proportional to undelivered work and help you find a referral.

5. How to request a refund

Email hello@novangel.net with your name and business name, the invoice or order number, and a short description of what you're asking for and why. We'll respond within 5 business days with a decision. Approved refunds are issued to the original payment method and typically appear within 5-10 business days depending on your bank.

6. Changes to this policy

We may update this policy from time to time. Any change applies to engagements that begin after the change date - it doesn't retroactively alter the terms of work you've already signed for.

7. Contact

For refund or cancellation questions: hello@novangel.net.