Short version: Noveli is sold to businesses on annual contracts and invoiced directly by bank transfer. There is no card on file and no self service checkout. Because this is a business to business contract rather than a consumer purchase, there is no general money back window. We do refund invoicing errors, duplicate payments, and the unused portion of a term if we terminate. Talk to us before disputing an invoice.
Your subscription is agreed in writing through an order form or services agreement, which states your tier, term and fee. Noveli then issues an invoice directly. We do not use a payment platform, do not operate a checkout, and never hold your card details.
Unless your order form says otherwise, the annual fee is invoiced in advance for the full term.
Invoices are payable by bank transfer within 30 days of the invoice date, to the account shown on the invoice. Bank charges on your side are your responsibility, so please ensure the full invoiced amount is received.
If an invoice is unpaid 30 days after its due date we will contact you. If it remains unpaid after that, we may suspend access following written notice and a reasonable opportunity to pay. We do not charge late payment interest as a matter of course, though we reserve the statutory right to do so.
Noveli invoices from Romania and is VAT registered there. All published prices exclude VAT. How VAT is applied depends on where your organisation is established:
If a withholding tax applies in your country, the amount invoiced is treated as net of that withholding and you agree to gross up so that Noveli receives the full invoiced sum, unless your order form states otherwise.
Unless your order form provides for automatic renewal, subscriptions simply end at the close of the term. We will contact you beforehand to discuss renewal.
Where automatic renewal does apply, either party may prevent it by giving written notice at least 30 days before the current term ends.
You can stop using Noveli whenever you like. Because the annual fee covers a defined term and is invoiced in advance, stopping part way through does not reduce or refund the fee for that term.
The statutory 14 day right of withdrawal under EU Consumer Rights Directive 2011/83/EU applies to consumers, meaning individuals acting outside a trade, business or profession. Noveli is licensed to organisations acting in a business capacity, so that right does not apply to your subscription.
Instead of a blanket refund window, we ask you to evaluate Noveli properly before you commit. Every subscription starts with a demo, and we are happy to arrange an evaluation or pilot so your team can test the product against your own data before signing anything.
We issue refunds or credit notes in these situations:
Approved refunds are paid by bank transfer to the account the original payment came from, normally within 10 business days. Where a credit note is more practical, for example against an upcoming renewal, we will agree that with you first.
Where your order form includes a service level agreement, the credits set out in that agreement are the remedy for missed availability targets.
Without an SLA, we consider fee credits case by case for outages caused by Noveli that last more than 24 consecutive hours. Credits are applied against your next invoice rather than refunded in cash.
If you believe an invoice is wrong, email hello@noveli.io with the invoice number and what you think is incorrect, ideally before the due date. We respond within 2 business days.
Please raise the issue with us before instructing your bank to reverse a payment. Payment reversals raised without prior contact may result in access being suspended while the matter is investigated, which helps nobody.
Invoices and related accounting records are retained for as long as Romanian accounting and tax law requires. See our Privacy Policy for how we handle the personal data in your billing contact details.
Email: hello@noveli.io
Subject line for invoice queries: Invoice Query
Response time: Within 2 business days
Refund processing: Within 10 business days of approval