Refund & Cancellation Policy

Clients may cancel or terminate services according to the applicable Service Agreement, MSA, SOW, proposal, order form, or other written agreement. Where a written agreement specifies a notice period, minimum service period, staffing commitment, or other cancellation requirement, those terms control.

Fees for services already performed are generally non-refundable. This includes completed staffing hours; dedicated staffing provided or reserved; completed calls; qualified or billable transfers; appointment-setting services; customer-support services; back-office or administrative services; completed project work; telecommunications usage; setup or implementation work; and other completed deliverables.

Cancellation of future services does not cancel payment obligations for services already provided or charges already earned.

If a client has prepaid for services not yet performed, any refund or account credit will be determined according to the applicable client agreement. Unless otherwise agreed in writing, NovaWorks may deduct services already performed, non-refundable third-party costs, setup expenses, committed staffing, and other properly incurred charges before calculating a refund or credit.

If a client believes an invoice contains an error, duplicate charge, incorrect calculation, or charge for a service not provided in accordance with the applicable agreement, the client should contact NovaWorks promptly. We will review legitimate disputes using available records, which may include time records, call records, system logs, service reports, CRM records, and project records. If an incorrect charge is confirmed, NovaWorks may issue an appropriate refund, credit, or billing adjustment.

For services billed according to defined performance criteria, such as completed calls, connected transfers, appointments, or other measurable deliverables, the applicable Service Agreement, SOW, or written project terms determine when a service becomes billable. A properly documented deliverable satisfying agreed billing criteria is considered a completed service and is generally non-refundable.

Dissatisfaction with business results does not automatically qualify a client for a refund where NovaWorks performed the contracted services. Unless expressly guaranteed in writing, NovaWorks does not guarantee sales, revenue, conversion rates, customer acquisitions, appointments, closing percentages, or other specific business outcomes.

Third-party expenses incurred specifically for a client may be non-refundable once incurred, including telecommunications charges, software licensing, platform fees, purchased resources, implementation costs, or other attributable third-party expenses.

Clients should contact NovaWorks directly regarding billing questions or disputed charges so NovaWorks has an opportunity to investigate and resolve the matter. Initiating a chargeback or payment dispute does not eliminate amounts legitimately owed for services properly performed and documented.

NovaWorks reserves the right to provide contracts, invoices, service records, call records, time records, communications, system records, and other relevant documentation to payment processors, financial institutions, or other parties as reasonably necessary to respond to a payment dispute.

When NovaWorks approves a refund, it will generally be issued to the original payment method whenever reasonably possible. Processing times may vary depending on the payment processor, bank, card issuer, and payment method.

This website policy provides NovaWorks’ general refund and cancellation practices. If a client’s executed Service Agreement, MSA, SOW, proposal, or other written agreement contains different refund, cancellation, dispute, or payment terms, the executed written agreement will control.