At a Glance

Product	Refund Window	Condition
Academy — annual subscription	14 days from purchase	Less than 20% of content accessed
EaaS — monthly subscription	No mid-period refund	Cancel any time; takes effect end of billing period
EaaS — annual subscription	14 days from purchase	No usage of monitoring dashboards
NOVTRIQ Daily — monthly	No mid-period refund	Cancel any time; takes effect end of billing period
Templates (digital downloads)	14 days from purchase	Not downloaded or opened
TDD Reports	No refund after delivery	Factual corrections provided free within 14 days
API plans	No refund after key activation	Cancel before next billing cycle
Partner / Certification fees	14 days from payment	Certification process not yet started

1. Academy Subscriptions

Annual Plans (Per Course · Pro · Team)

You are entitled to a full refund if you request it within 14 days of purchase and have accessed less than 20% of the course content covered by your plan.

• Refund requests after 14 days will not be accepted.
• If more than 20% of content has been accessed, no refund will be issued regardless of the time elapsed.
• Team plan refunds cover unused seats only. Seats where course content has been accessed are non-refundable.

Current Academy plans: Per Course £39/yr  ·  Pro £99/yr  ·  Team £149/seat/yr

2. EaaS Subscriptions

Monthly Plans

Monthly EaaS subscriptions (Starter £29/mo · Professional £79/mo · Municipal £199/mo · Enterprise £299/mo) are billed at the start of each billing period. No refunds are issued for mid-period cancellations. You may cancel at any time and access will continue until the end of the current billing period.

Annual Plans

If you purchase an annual EaaS plan, you are entitled to a full refund within 14 days of the initial purchase, provided that no monitoring reports, compliance alerts, or dashboards have been accessed during that period. Renewal payments are non-refundable.

3. NOVTRIQ Daily Subscriptions

NOVTRIQ Daily subscriptions (Professional £15/mo · Team £49/mo) are billed monthly. No mid-period refunds are issued. You may cancel at any time via your account or by emailing hello@novtriq.tech. Cancellation takes effect at the end of the current billing period.

4. Templates & One-Time Purchases

Digital templates (PDF, DOCX, XLSX) sold on novtriq.tech/templates are eligible for a full refund within 14 days of purchase, provided the file has not been downloaded or opened.

5. Technical Due Diligence (TDD) Reports

TDD reports are bespoke professional assessments produced by NOVTRIQ engineers specifically for your project. Once a report has been delivered, no refund will be issued.

If a delivered report contains a material factual error (e.g., incorrect building specification, incorrect regulatory reference), contact hello@novtriq.tech within 14 days of delivery and NOVTRIQ will issue a corrected report at no additional charge.

If work on a commissioned TDD report has not yet commenced, a full refund is available upon written request. If work is in progress, a partial refund reflecting work completed to date may be offered at NOVTRIQ's discretion.

6. API Access Plans

API plans (Developer £29/mo · Professional £149/mo) are activated immediately upon payment. No refund is issued after an API key has been activated. You may cancel before the next billing cycle to avoid further charges. The Free tier carries no charges and requires no refund process.

7. Partner & Certification Fees

Fees paid for Partner Certified (£499/yr) or DRP Certified (€299) programmes are eligible for a full refund within 14 days of payment, provided that the certification or onboarding process has not yet commenced. Once certification work has started, fees are non-refundable.

8. How to Request a Refund

To request a refund, send an email to hello@novtriq.tech with the subject line "Refund Request — [your order reference]" and include:

• Your full name and the email address used for purchase
• Your Paddle order reference number (found in your purchase confirmation email)
• The product or plan you are requesting a refund for
• The reason for your request (optional but helps us improve)

Eligible refunds are processed within 5–10 business days of approval. Refunds are returned to the original payment method via Paddle.

9. Statutory Rights

Nothing in this Refund Policy limits or excludes your statutory rights under applicable consumer protection law, including:

• UK: Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
• EU: EU Consumer Rights Directive (2011/83/EU) — 14-day right of withdrawal for digital services not yet commenced
• UAE: UAE Federal Law No. 15 of 2020 on Consumer Protection

If you believe your statutory rights have not been respected, you may also contact your national consumer protection authority.