Refunds and Cancellations

Last updated 2026-08-16

Delivery of services

Novianweb sells digital services only. Nothing is physically shipped, so there are no shipping charges, delivery times, or return shipments.

A Website Build is delivered as a live website at a web address you control. Typical delivery is 5 to 10 business days after we have received your content and your approval to begin. If a project will take longer than quoted, we tell you before you pay.

The Website Care Plan and AI Receptionist are ongoing monthly services. They begin on the date of your first payment and continue each month until cancelled.

Refunds on a Website Build

You may request a full refund of your deposit within 14 days of payment if we have not yet delivered your first preview, for any reason. Email us and we will process it.

After a first preview has been delivered, the deposit covers work already performed and is no longer refundable. The remaining balance is only due once you have approved the site, so you are never charged the full amount for something you have not accepted.

If we are unable to deliver a site that meets what was described in your written quote, you receive a full refund of everything paid, including the deposit.

Cancelling the Website Care Plan

You can cancel at any time, for any reason, with no cancellation fee and no notice period. Email us and we will cancel the subscription.

Cancellation takes effect at the end of the billing month you have already paid for. Your site stays online for the remainder of that period. We do not prorate partial months, and we do not bill you again after you cancel.

If you cancel, you keep your website. We will provide the site files and transfer your domain to you at no charge on request. We do not hold a customer's website or domain name as leverage.

Cancelling the AI Receptionist

The same terms as the Website Care Plan apply: cancel any time, no fee, effective at the end of the paid month.

Duplicate and erroneous charges

If you are charged twice, charged the wrong amount, or charged after cancelling, contact us and we will refund it in full. We would rather you tell us than file a dispute, and we will not argue about it.

How to request a refund or cancellation

Email hello@novianweb.com or call (865) 867-9288 during Monday – Friday, 9:00 AM – 6:00 PM Eastern. Include the name the payment was made under. We respond within one business day, and approved refunds are returned to the original payment method, typically within 5 to 10 business days depending on your bank.