Novaris provides professional services rather than physical goods, so this policy sets out how payments, cancellations and refunds are handled for engagements with Novaris Web Studio Sdn. Bhd.. The signed proposal for your project always takes precedence where it differs from the general terms below.
Deposits and staged payments
Most projects begin with a deposit that reserves your slot in our schedule and funds the discovery phase. Remaining fees are typically invoiced in stages tied to milestones. Each stage covers work already planned and, once started, resourced on your behalf.
Cancellations
You may cancel a project at any time by writing to us. If you cancel:
- Before work begins — the deposit, less any discovery or scoping already carried out, is refundable.
- During a phase — you are responsible for work completed and committed up to the cancellation date. Any amount paid beyond that is refunded.
- After delivery — completed and accepted work is non-refundable.
Retainers and subscriptions
Ongoing CRO or support retainers run on a monthly basis and can be cancelled with 30 days' notice. Fees for the current period are not refunded, but you will not be billed for periods after the notice takes effect.
If something isn't right
We want you to be happy with our work. If a deliverable does not match the agreed scope, tell us and we will put it right at no extra cost within the revision rounds set out in your proposal. Refunds are a last resort, considered case by case where we cannot reasonably resolve an issue.
How refunds are issued
Approved refunds are returned to the original payment method within 14 business days. Any bank or transfer charges incurred are deducted from the refunded amount.
Contact
To discuss a cancellation or refund, contact us at [email protected] or call +60 3-7728 4501.