1. Refund conditions
In accordance with current legislation, services providing access to digital content (software, digital goods) are considered rendered at the time of subscription activation or crediting of funds to the internal balance. Digital goods of adequate quality cannot be returned or exchanged.
2. Cases where a refund is possible
Refunds (full or partial) can only be made in the following cases:
- Double charge: In case of a technical failure, if the payment went through twice due to the payment gateway's fault.
- Service not provided: If after successful payment the digital service or subscription was not activated within 24 hours due to technical issues on the server side that could not be resolved.
3. Refund procedure
To apply for a refund for the reasons specified in paragraph 2, the User must send a written request to technical support via email: novavisuals.support@gmail.com.
The application must specify:
- Your website username;
- Date, time, and amount of payment;
- A detailed reason for the return, as well as attach screenshots of payment receipts.
Applications are reviewed within up to 5 business days. If approved, funds are returned to the same details from which the payment was made (unless otherwise agreed), within 1 to 14 business days depending on the issuing bank's conditions.
4. Cases where refund is impossible
- If the User violated the User Agreement, and their account was blocked.
- If the User purchased a subscription, authorized in the launcher and used the service's services.
- Subjective reasons (for example, "changed mind", "didn't like it", "computer can't run the game").