Refund Policy

100% Satisfaction Promise

NOVAQY guarantees to reattempt, redo, or continue working on an issue until resolved. We provide clear communication and documentation for every IT service session.

We promise 100% satisfaction with every IT service session. If we cannot resolve your issue, you receive a full refund.

Resolution-Based Refund Model

Our refund policy applies as follows:

• If NOVAQY cannot resolve the issue → 100% refund.
• If NOVAQY successfully provided service → $49 technician fee applies.
• If antivirus or licensed software was installed → $25 non-refundable licensing fee applies.
• Refund requests must be made within 15 days of the original transaction.

One-Time IT Services

One-time IT services are priced at $49 MSRP and are non-refundable once diagnostic and remediation work has commenced. Chargebacks will be contested with session logs, timestamps, and communication records.

Subscription Services

Pro-rated refunds are not offered once the billing period begins. Cancellations stop future charges but do not provide refunds for the current period. Chargebacks will be contested with service records and usage logs.

Antivirus License Deduction

If an antivirus license key is issued via email, not less than $49 will be deducted from refund requests. Software licenses are activated and transferred to the customer upon completion.

Digital License Policy (Antivirus & Software)

• You may request a refund only if you have not yet retrieved the activation/license key from our system.
• If you have already retrieved or viewed the activation/license key, NO REFUNDS will be granted.
• Please ensure the software is compatible with your system before retrieving the activation/license key.
• Once a license key is delivered via email or displayed in your account, it is considered "used" and non-refundable.

Processing Time

Approved refunds are returned within 7-10 working days after verification. Processing time may vary depending on your financial institution.

Contact for Refunds

To request a refund, contact us:

Email: support@novaqy.com or refunds@novaqy.com
Phone: 1-518-646-7261

Use of Website

By using the NOVAQY website ("Website"), you agree to the following terms and conditions of use and assume full responsibility and risk for your use of this Site and any services or information contained herein. If you do not agree to these terms, you should immediately stop utilizing this Website.

• You acknowledge that the content here, including these Terms, may change at any time without prior notification.
• All users are responsible for reviewing the Terms and content of this Website for changes.
• Your continued use of this Website after any modification shall be construed as your acceptance of the revisions.
• You agree to use any services or content of this Website for lawful purposes only.
• You are prohibited from using this Website to acquire, transfer, store or otherwise move any information in violation of any US, Canadian or international law.
• You agree not to use any services or content of this Website for commercial purposes without explicit written permission from NOVAQY.