Refund & Cancellation Policy

1. Overview

At Novux Cloud, we strive to ensure complete customer satisfaction with our cloud infrastructure services. This Refund & Cancellation Policy outlines the terms and conditions under which refunds and cancellations are handled. We encourage you to read this policy carefully before purchasing any of our Services.

2. 30-Day Money-Back Guarantee

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

• The 30-day period begins from the date of your first payment
• This guarantee applies to new customers and first-time purchases only
• The guarantee does not apply to plan upgrades, add-ons, or renewal charges
• Custom enterprise solutions may have separate refund terms as agreed in their service contract

3. Refund Eligibility

Refunds may be issued under the following circumstances:

• Within 30-Day Guarantee Period: Full refund for any reason, no questions asked
• Service Outage: Pro-rated credits or refunds for extended service outages exceeding our SLA commitment of 99.99% uptime
• Billing Errors: Full refund for any incorrect or duplicate charges
• Service Not Delivered: Full refund if the purchased service was not provisioned or 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

4. 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: By sending a cancellation request to billing@novuxcloud.com
• Support: By contacting our support team via live chat or phone

Cancellation Terms

• Cancellations take effect at the end of the current billing cycle
• You will continue to have access to Services until the end of the paid period
• No partial refunds are provided for unused time in the current billing period (except within the 30-day guarantee)
• Annual subscriptions cancelled before term completion are not eligible for pro-rated refunds unless within the 30-day guarantee period
• All data will be retained for 30 days after cancellation, after which it will be permanently deleted

5. How to Request a Refund

To request a refund, please follow these steps:

1. Contact our billing team at billing@novuxcloud.com with the subject line "Refund Request"
2. Include your account email address, order/invoice number, and the reason for your refund request
3. Our team will acknowledge your request within 24 hours
4. Approved refunds will be processed within 5-10 business days

6. Refund Processing

• Processing Time: Approved refunds are processed within 5-10 business days from the date of approval
• Refund Method: Refunds are issued to the original payment method used for the transaction
• Currency: All refunds are processed in USD (United States Dollars). Exchange rate differences are not covered
• Bank Processing: Please allow additional time (3-7 business days) for your bank or payment provider to reflect the refund in your account

7. Service Credits

In some cases, instead of a monetary refund, we may offer service credits that can be applied to future billing cycles. Service 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
• Are applied automatically to your next billing cycle

8. Downgrades

If you choose to downgrade your service plan:

• The downgrade takes effect at the start of the next billing cycle
• No refunds or credits are provided for the difference in plan pricing during the current cycle
• Data exceeding the new plan's limits must be managed before the downgrade takes effect

9. Disputes

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

10. Contact Us

For any questions regarding refunds, cancellations, or billing:

• Billing Team: billing@novuxcloud.com
• General Support: support@novuxcloud.com
• Phone/WhatsApp: +91 9544433349
• Address: Novux Cloud (Independent Provider), Kerala, India