Refund Policy

1. Overview

Novalyra LLC, doing business as Novalyra Group ("Novalyra," "we," "us," or "our"), is committed to fair and transparent refund practices. We invest significant time, expertise, and resources into each client engagement, and we stand behind the quality of our work. This Refund Policy describes the terms under which refunds may be requested and granted for our digital marketing and brand strategy consulting services.

Refund eligibility varies by service type and is governed by the terms of the applicable Statement of Work (SOW). In all cases, we encourage clients to contact us before seeking a refund so that we have the opportunity to address any concerns directly.

2. Monthly Retainer Services

Monthly retainer engagements cover ongoing services such as social media management, SEO maintenance, paid advertising management, and content marketing.

• Cancellation: You may cancel your retainer at any time by providing 30 days written notice to support@novalyragroup.com. Services and billing continue through the end of the 30-day notice period.
• Current Month: No refund will be issued for the current billing month once services for that period have commenced.
• Prepaid Months: If you have prepaid for multiple months and cancel with proper notice, we will issue a pro-rata refund for any full months remaining beyond the 30-day notice period. Partial months are not refunded.
• Immediate Cancellation: If Novalyra terminates the engagement for cause (i.e., a material breach by the Client), no refund will be issued for the current billing period.

3. Project-Based Services

Project-based engagements include deliverables such as brand identity development, website content strategy, marketing campaign launches, SEO audits, and similar defined-scope projects.

• Deposits: Project deposits of 25% to 50% of the total project fee (as specified in the SOW) are non-refundable once work has commenced. Deposits compensate Novalyra for initial discovery work, team allocation, and project planning.
• Pre-Commencement Cancellation: If you cancel a project before any work has commenced and within 48 hours of signing the SOW, your deposit will be refunded in full. Cancellations after this window but before work begins are subject to a 25% cancellation fee.
• Milestone-Based Refunds: For projects structured around milestones, refunds are available only for milestones that have not yet been started. No refund is issued for work that has been completed or is in progress at the time of cancellation.
• Deliverable Satisfaction Window: We offer a 14-day satisfaction window following the delivery of each major milestone. If a deliverable does not meet the agreed specifications, you may request revisions within this window at no additional charge (subject to the revision limits in your SOW). This satisfaction window does not entitle you to a refund for completed work but ensures we correct any specification gaps.

4. One-Time Consulting Sessions

One-time consulting sessions include strategy calls, marketing audits, brand workshops, and advisory sessions.

• Full Refund: A full refund is available if you cancel at least 48 hours before the scheduled session start time.
• Rescheduling: Cancellations within 48 hours of the session start time may be rescheduled without penalty, subject to Novalyra's availability. Rescheduling is available once per booking.
• No-Show: If you fail to attend a scheduled session without providing at least 4 hours advance notice, the session fee is forfeited and no refund will be issued.
• Completed Sessions: No refund will be issued for sessions that have been completed, regardless of satisfaction with the outcome.

5. Advertising Spend

Advertising spend refers to funds paid directly to third-party advertising platforms such as Google Ads, Meta Ads (Facebook and Instagram), LinkedIn, and similar platforms.

• Non-Refundable Ad Spend: Advertising spend paid to third-party platforms is entirely non-refundable, regardless of campaign performance. These are direct charges from the advertising platform and are outside Novalyra's control once deployed.
• Unused Ad Budgets: If you cancel a paid advertising campaign with unspent budget in your advertising platform account, you may be entitled to a refund directly from the platform (e.g., Google Ads or Meta may refund unused prepaid credits per their own policies). Novalyra is not responsible for facilitating platform-level refunds.
• Management Fees: Novalyra's advertising management fees are separate from ad spend and follow the retainer or project-based refund terms described above.

6. Non-Refundable Items

The following are non-refundable under all circumstances:

• Fees for services already completed and delivered
• Project deposits once work has commenced
• Third-party costs incurred on your behalf (e.g., stock image licenses, domain registrations, software subscriptions, advertising spend)
• Rush fees and expedited delivery premiums
• Fees for completed consulting sessions
• Fees for work completed during an active notice period
• Any fees waived or discounted as part of a promotional arrangement

7. How to Request a Refund

To request a refund, please follow these steps:

• Email support@novalyragroup.com with the subject line "Refund Request."
• Include your full name, company name, the service(s) in question, the invoice number(s), the date of purchase, and a description of your reason for requesting a refund.
• We will acknowledge your request within 2 business days and complete our review within 5 business days.
• If approved, refunds will be processed to the original payment method via Stripe within 5 to 10 business days. Processing times may vary depending on your bank or card issuer.

8. Chargeback Policy

We strongly encourage you to contact us directly before initiating a chargeback with your bank or credit card issuer. Most billing disputes can be resolved quickly through direct communication.

Initiating a chargeback for services that were delivered as agreed constitutes a material breach of this Agreement. In such cases, Novalyra reserves the right to:

• Immediately suspend or terminate all active services
• Submit documentation to contest the chargeback with the payment processor
• Refer the outstanding balance to a collections agency
• Pursue legal action to recover all amounts owed, including chargeback fees, attorneys' fees, and associated costs

If you have a legitimate concern about a charge, please reach out. We are committed to resolving billing issues fairly.

9. Contact Information

For refund requests or questions about this policy, please contact us: