Refund and Withdrawal Policy

Effective and last updated: August 16, 2026

This Policy applies to payments made directly to Uladzimir Pranevich, a sole proprietor registered in Poland under the business name ULADZIMIR PRANEVICH, ul. Kabacki Dukt 14 lok. 56, 02-798 Warszawa, Poland, NIP 8992922668, REGON 521728250, for Nova Creative under the Novastorm name ("Nova", "we", "us"). It supplements the Terms of Service. Mandatory consumer rights always prevail where they are more favourable.

1. Worldwide voluntary 14-day policy

Users in any country may request, without giving a reason:

a full refund of an eligible BYOK subscription charge within 14 calendar days after that charge; and
a refund of unused purchased credits within 14 calendar days after the relevant top-up.

If part of a top-up has been used, the voluntary top-up refund is limited to the unused purchased portion and never exceeds the amount paid for that top-up. A refunded subscription period may end when the refund is issued, and credits granted by the refunded charge may be reversed. This voluntary promise does not reduce a longer withdrawal period, conformity remedy, cooling-off right, or other mandatory protection available under local law.

2. How to request a refund

Email billing@novastorm.ai and include:

the account email;
the charge date and amount;
a receipt, invoice, Checkout Session, PaymentIntent, or other available payment reference; and
whether you request a voluntary refund, report a billing error, or exercise a statutory right.

Sending from the account email helps verification, but is not a condition for a non-waivable statutory right. Do not send a password, API key, or full card number. We may request information reasonably needed to verify identity, authority, the payment, or suspected fraud. Approved refunds go to the original payment method unless law requires otherwise or you validly agree to another method. We do not charge a refund fee. Your bank or payment provider controls when an issued refund appears.

Cancelling a subscription stops future renewal but does not itself request a refund or statutory withdrawal. Submit the refund request separately within the applicable deadline.

3. What is not covered by the voluntary policy

Unless mandatory law requires a remedy, the voluntary policy does not refund:

consumed Nova credits, completed managed-provider work, or live Cloud GPU time merely because an output does not meet subjective expectations;
charges paid directly to an AI provider, GPU marketplace, bank, card issuer, or other third party; or
a charge already fully refunded.

We may decline a demonstrably fraudulent or abusive voluntary-policy request. This never removes a non-waivable consumer right. Duplicated charges, demonstrated Nova billing errors, paid work not delivered, and defective or non-conforming digital services are handled under applicable law and may qualify for a refund, re-credit, repair, repeat performance, price reduction, or another mandatory remedy regardless of the voluntary exclusions above.

4. EEA and UK consumer withdrawal notice

If you are an EEA or UK consumer entering a distance contract, you may have a statutory 14-day right to withdraw without giving a reason. The period normally runs from conclusion of a service contract. Send an unambiguous statement before the deadline to billing@novastorm.ai or the postal address below; the model form in section 5 is optional.

Where you expressly requested a paid service to begin during the withdrawal period, applicable law may permit a proportionate charge for service supplied before withdrawal. A statutory right concerning digital content supplied immediately may be lost only after all legally required conditions are met, including prior express consent and acknowledgement where required. Silence or a preselected option is not treated as consent. Nova's worldwide subscription promise in section 1 remains available on its own terms even if a statutory analysis differs.

For a valid statutory withdrawal, we reimburse payments within the deadline and by the method required by applicable law, normally without undue delay and no later than 14 days after receiving the notice, using the original payment method unless you expressly agree otherwise and incur no fee.

5. Model withdrawal form

Complete and send this only if you wish to use it:

To: ULADZIMIR PRANEVICH, ul. Kabacki Dukt 14 lok. 56, 02-798 Warszawa, Poland; billing@novastorm.ai I hereby give notice that I withdraw from my contract for the following service or digital content: [describe purchase]. Ordered on: [date]. Account email and payment reference: [details]. Consumer name: [name]. Consumer address: [address]. Signature (only if sent on paper): [signature]. Date: [date].

6. Contact

ULADZIMIR PRANEVICH Sole proprietor / jednoosobowa działalność gospodarcza ul. Kabacki Dukt 14 lok. 56 02-798 Warszawa, Poland NIP 8992922668 · REGON 521728250 Billing and refunds: billing@novastorm.ai General support: support@novastorm.ai