Refund & Cancellation Policy

Overview

At Novux Cloud, we are committed to complete customer satisfaction with our cloud infrastructure services. This Refund & Cancellation Policy outlines the terms under which refunds and cancellations are processed. Payments for our services are processed through PayU, a licensed payment aggregator regulated by the Reserve Bank of India (RBI). We encourage you to read this policy carefully before purchasing any of our services.

30-Day Money-Back Guarantee

Novux Cloud offers a 30-day money-back guarantee on all new service subscriptions. If you are not fully satisfied with our services for any reason within the first 30 days of your initial purchase, you may request a complete refund.

• The 30-day period begins from the date of your first successful payment
• Applies to new customers and first-time service purchases only
• Does not apply to plan upgrades, add-ons, or renewal charges
• Custom enterprise solutions may have separate refund terms as agreed in the service contract
• The guarantee is limited to one claim per customer account

Refund Eligibility

The following circumstances are eligible for a refund:

• Within 30-day guarantee period — full refund for any reason
• Extended service outage exceeding our 99.99% uptime SLA — pro-rated credit or refund
• Billing errors — full refund for any incorrect or duplicate charges
• Service not provisioned — full refund if the purchased service was not activated

Non-Refundable Items

The following are generally not eligible for refunds:

• Domain name registrations (due to third-party registration costs)
• SSL certificates once issued and installed
• Setup fees and one-time configuration charges (if applicable)
• Services terminated due to violation of our Terms of Service or Acceptable Use Policy
• Partial month usage after the 30-day guarantee period
• Annual subscriptions cancelled mid-term (unless within the 30-day guarantee)

How to Request a Refund

To request a refund, follow these steps:

Refund Processing

Refunds for payments made through PayU will be credited back through the same payment channel (UPI, credit/debit card, net banking, etc.).

Cancellation Policy

You may cancel your Novux Cloud subscription at any time through the following methods:

• Self-Service — through your account dashboard under Billing & Subscription settings
• Email — send a cancellation request to billing@novuxcloud.com
• Support — contact our team via live chat, WhatsApp, or email

Cancellation Terms

• Cancellations take effect at the end of the current billing cycle
• You retain access to services until the end of the paid period
• No partial refunds for unused time (except within the 30-day guarantee)
• All data is retained for 30 days after cancellation, then permanently deleted

Service Credits

In some cases, instead of a monetary refund, we may offer service credits applicable to future billing cycles.

• Credits are valid for 12 months from the date of issuance
• Can be applied to any Novux Cloud service
• Cannot be transferred or exchanged for cash
• Applied automatically to your next billing cycle

Disputes & Chargebacks

If you believe a charge is incorrect or unauthorised, please contact us at billing@novuxcloud.com within 60 days of the charge. We strongly encourage reaching out to us before initiating a dispute with your bank or payment provider, as we are committed to resolving billing concerns promptly and fairly.

Contact Information

For all refund, cancellation, or billing queries, please contact: