💳 Legal Document
Refund Policy
Effective: July 21, 2026
Last Updated: July 21, 2026
Version: 2.1
7-day window
New subscriptions
30-day window
General requests
5–10 business days
Processing time
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1. Policy Overview
At Novrix, we are committed to providing high-quality, reliable service. We understand that circumstances change, and we want to ensure our refund policies are clear, fair, and accessible. This document governs all refund requests for Novrix subscriptions, premium features, and one-time purchases.
Our goal is to resolve issues fairly — if you're experiencing problems with Novrix, please contact support first. Many issues can be resolved quickly without a refund, and we'd rather fix the problem than lose you as a customer.
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Note: This policy is separate from Discord's own platform policies. Refunds governed here apply only to payments made directly to Novrix for our services.
Payment Providers
Payments are securely processed through our authorized payment providers. Novrix does not store your full payment card information.
Taxes
Applicable taxes (such as VAT, GST, or sales tax) may be included in your charge where required by law. Unless required by applicable law, taxes are generally non-refundable.
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2. Refund Eligibility
Refunds are evaluated case-by-case. Below are the primary eligible and ineligible scenarios to help you understand where you stand before submitting a request.
✓ Eligible for Refund
- Cancellation within 7 days of first subscription
- Billing error or duplicate charge
- Service outage exceeding 24 hours in a billing period
- Core feature unavailable for 48+ hours despite support escalation
- Unauthorized charge or payment fraud
- Failure to deliver advertised premium feature
- Annual plan cancelled within 30 days (prorated)
✕ Not Eligible for Refund
- Services used beyond the 7-day window
- Account terminated for ToS violations
- Features working correctly but not meeting personal preference
- Discord platform changes outside our control
- Forgetting to cancel before renewal
- Abuse or misuse of the refund system
- Requests submitted after 30 days of charge
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Exceptions considered: We may review requests outside the 30-day window in exceptional circumstances such as medical emergencies, extended hospitalization, or documented extenuating events. Provide documentation when submitting such a request.
Promotional Discounts
Purchases made using promotional pricing, creator codes, or limited-time offers are eligible for refunds under the same policy described above, unless the promotion explicitly states otherwise.
Abuse Prevention
We reserve the right to deny refund requests where there is evidence of repeated purchases followed by repeated refund requests, attempts to abuse promotional offers or creator codes, or other fraudulent activity.
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3. Subscription-Specific Rules
Monthly Subscriptions
Monthly plans renew automatically on your billing date. You may cancel at any time through the dashboard — your access continues until the end of the current paid period, after which no further charges occur. Refunds for monthly plans are limited to the first 7 days after the initial subscription or after renewal, in cases of billing error.
Upgrades & Downgrades
Upgrading your subscription takes effect immediately, giving you access to the higher tier's features right away. Any prorated adjustment for the remaining value of your current plan is handled through our standard refund/credit process described in this policy, where supported.
Downgrades take effect at the end of your current billing period — you keep your current tier's access until then, and no partial refund is issued for the remainder of the period.
Annual Subscriptions
Annual plans are billed upfront for 12 months at a discounted rate. You may cancel within the first 30 days of the annual billing cycle for a full refund. After 30 days, you may receive a prorated refund for the remaining full months unused, minus a processing fee of up to 10%.
Enterprise Plans
Enterprise plans are governed by individual contracts. Refund terms are specified in your agreement. Contact your dedicated account manager for refund-related questions.
One-Time Purchases
One-time items (e.g., custom branding packs) are refundable within 7 days if the item has not been deployed or used. Once activated on a server, one-time purchases are non-refundable unless a defect is present.
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4. How to Request a Refund
All refund requests must be submitted through official channels. We do not process refund requests sent via Discord DMs or social media.
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Include required information
Your Discord username and user ID, the server (guild) ID, payment date, amount charged, and reason for your refund request.
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Attach supporting evidence
Screenshots of error messages, billing receipts, or documentation of the issue. This speeds up review significantly.
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Review period
Our billing team reviews requests within 24–48 business hours and will respond with a decision and next steps.
5
Processing
Approved refunds are processed to the original payment method within 5–10 business days depending on your financial institution.
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5. Refund Processing Details
Refund Method
Approved refunds are issued to the original payment method whenever possible. If that's not possible (e.g., an expired card), we'll work with you to determine an appropriate alternative where permitted by law.
Processing Time
Once approved, refunds typically appear within 5–10 business days. Credit card refunds may take up to 10 business days to appear depending on your bank. PayPal and other payment processors may have different timelines. Processing times vary by bank and payment provider and are outside Novrix's control once the refund has been submitted.
Partial Refunds
For annual subscriptions cancelled after the 30-day window, refunds are calculated as: remaining full months × (annual price ÷ 12) × 0.90 (a 10% processing fee applies). Partial months are not refunded.
Account Credits
In some cases, we may offer account credits as an alternative to monetary refunds. Credits apply to future Novrix plan purchases and do not expire. We'll always offer the monetary refund option if you prefer it over credits.
Currency
Refunds are issued in the same currency as the original charge. Exchange rate differences that occur between the original charge date and the refund date are outside our control and are not compensated.
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6. Service Credits for Outages
If Novrix experiences an outage that violates our published uptime SLA, you may be entitled to a service credit rather than a full refund:
| Monthly Uptime |
Credit |
| 99.0% – 99.9% | 10% of that month's subscription fee |
| 95.0% – 98.9% | 25% of that month's subscription fee |
| Below 95.0% | 50% credit, or full refund option |
Credits are applied automatically in the next billing cycle for documented incidents. You do not need to request these — our system tracks incidents and issues credits automatically for qualifying outages. Service credits cannot be exchanged for cash and have no monetary value outside of Novrix services.
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SLA tracking: Uptime is calculated monthly using our monitoring systems. Historical uptime data is available on our
status page.
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7. Payment Disputes & Chargebacks
We strongly encourage you to contact us directly before initiating a chargeback with your bank or payment provider. We can almost always resolve the issue faster and more favorably through our support ticket system.
If you initiate a chargeback:
- Your Novrix account and associated servers will be suspended immediately pending resolution
- We will respond to the chargeback with transaction evidence as required by the payment processor
- Chargebacks that are ruled in our favor will result in a permanent ban from future Novrix services
- Chargebacks ruled in your favor are honored and no further action is taken
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Friendly fraud warning: Filing a chargeback for a legitimate charge constitutes fraud. We reserve the right to pursue collection on fraudulent chargebacks to the extent permitted by law.
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8. Cancellation vs. Refund
Cancellation stops future charges and ends your subscription at the end of the current billing period. You retain access to premium features until that date. No refund is issued for the remaining days in the current period.
Refund returns money already paid to your payment method and immediately terminates your premium access.
To cancel your subscription without requesting a refund, go to Dashboard → Billing → Manage Subscription → Cancel Plan. Cancellation takes effect at the end of your current billing cycle.
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9. Contact & Policy Questions
For refund requests, billing questions, or questions about this policy:
Response times: Dashboard tickets — within 24 hours on business days. Email — within 48 hours. Priority support subscribers receive responses within 4 hours.
Nothing in this policy limits any consumer rights that cannot legally be waived under applicable law.
This policy was last updated July 21, 2026. Novrix reserves the right to update this policy at any time. Material changes will be communicated via dashboard notification and email to active subscribers.
