Refund Policy

1. Refund Commitment

This Refund Policy is part of our Terms of Service. NovaLab AI is committed to providing high-quality AI-powered product development tools. We understand that after purchasing a subscription, you may need time to evaluate whether our services meet your needs. Therefore, we offer a clear refund policy to ensure your rights are protected.

2. 14-Day No-Questions-Asked Refund

All paid subscription plans (Pro and Plus) come with a 14-day no-questions-asked refund guarantee. Within 14 days of purchase, regardless of usage, you may request a full refund. No reason is required. Refunds will be returned via your original payment method.

3. Eligible Refund Scenarios

In addition to the 14-day unconditional refund, refunds may also be requested in the following scenarios:

• Duplicate charges: Multiple charges for the same subscription due to system errors
• Service unavailability: Platform is inaccessible for more than 72 consecutive hours (excluding scheduled maintenance)
• Major feature deficiency: Core features promised in the subscription plan are unavailable for an extended period
• Unauthorized transactions: Your payment method was used without authorization
• Billing errors: Charged an incorrect amount or charged for a canceled subscription

4. Non-Refundable Scenarios

Refunds are not available in the following cases:

• First-time purchases beyond the 14-day refund period (except in special circumstances)
• Accounts terminated due to violations of Terms of Service or Acceptable Use Policy
• Free plans (no refund applicable)
• One-time add-on services or additional quota purchases that have been consumed
• Renewal charges due to user oversight (e.g., forgetting to cancel auto-renewal), though we will handle these on a case-by-case basis

5. How to Request a Refund

Requesting a refund is simple. Please follow these steps:

6. Refund Processing Times

Refund processing times vary by payment method:

7. Subscription Cancellation & Downgrade

You may cancel your subscription or downgrade to a lower-tier plan at any time. After cancellation or downgrade: (a) Your current subscription remains active until the end of the paid period; (b) After expiration, your account will automatically downgrade to the Free plan; (c) Data exceeding Free plan quotas will be retained for 30 days for export; (d) Canceling auto-renewal does not trigger a refund, but you can continue using the service until the end of the current billing cycle.

8. Annual Subscription Refunds

For annual subscription plans: (a) Full refund available within 14 days; (b) Between 14 days and 3 months, pro-rated refunds are available (deducting the monthly price for months used); (c) Refund requests are not accepted after 3 months. Pro-rated refunds are calculated as: Annual subscription fee - (months used × corresponding monthly price).

9. Dispute Resolution

If you disagree with a refund decision, you may seek resolution through the following channels: (a) First, contact our support team for discussion; (b) If an agreement cannot be reached, you may initiate a dispute through the payment platform (e.g., Stripe, PayPal); (c) We commit to responding within 5 business days of receiving a dispute notice. We always handle every refund request with integrity and fairness.

10. Contact Us

If you have any questions about refunds or need assistance, please contact us at:

[email protected]

Our support team will respond to your email within 24 hours. Business hours: Monday to Friday, 9:00 AM - 6:00 PM (UTC+8).