Refund Policy

1. Usage-based credits

Where a Service is billed on a usage or credit basis, consumed credits are generally non-refundable once the underlying generation, API call or service has been delivered, because the resource and third-party cost has already been incurred. Unused credit balances may be eligible for refund within 14 days of purchase where required by applicable consumer law, provided the credits have not been substantially used; contact support@tjnovaltd.com to request this.

2. Subscriptions

Subscriptions renew automatically at the end of each billing period unless cancelled before the renewal date. Cancelling a subscription stops future renewals but does not retroactively refund the current billing period, except where required by law or expressly stated otherwise for a specific product. If you are a consumer in the UK or EU and we have not yet begun performing a digital service you purchased, you may have a statutory right to cancel within 14 days; where you request that we begin performance immediately during that period, you acknowledge that you may lose the right to cancel once performance is complete, and we will seek your explicit consent to this at checkout where required by law.

3. Digital products and one-time purchases

One-time digital purchases (such as downloadable assets, generated files or licensed content) are generally non-refundable once the file or output has been delivered or made available for download, reflecting the immediate and irreversible nature of digital delivery. Refund requests for such purchases will be assessed on a case-by-case basis where the product is materially defective, was not delivered, or does not match its description.

4. How to request a refund

To request a refund, contact support@tjnovaltd.com with your account email, order or transaction reference, and the reason for your request. We aim to respond within 5 business days. Approved refunds are issued to the original payment method and may take up to 10 business days to appear, depending on your bank or payment provider.

5. Failed payments, duplicate charges and disputes

If a payment fails, is duplicated in error, or you believe you have been incorrectly charged, contact support@tjnovaltd.com as soon as possible with supporting details; we will investigate and correct genuine billing errors. If you raise a chargeback or payment dispute directly with your bank or card provider without first contacting us, we reserve the right to suspend the associated account while the dispute is investigated, and to recover reasonable dispute-handling fees charged to us by our payment processor where the dispute is found to be invalid or made in bad faith.

6. Taxes

Prices may be shown exclusive or inclusive of VAT or other applicable taxes depending on your location and status. Refunds are issued net of any non-recoverable transaction or processing fees where permitted by law.

7. Ineligibility

Accounts found to be in violation of our Acceptable Use Policy or Terms of Service, or refund requests we reasonably believe to be fraudulent, abusive, or part of a pattern of purchase-and-refund abuse, may be denied a refund and may have their access suspended or terminated.

8. Statutory rights

If you are a consumer, this Policy does not affect your statutory rights under the Consumer Rights Act 2015 (or equivalent consumer protection law in your jurisdiction), including your rights where digital content or services are faulty, not as described, or not fit for purpose.

9. Contact

Refund and billing enquiries: support@tjnovaltd.com.