Refund Policy

Last updated: October 27, 2026

We want you to be happy with your project. Because our work is custom and time-based, refunds depend on how far the work has gone.

Websites and logos

Before work starts: full refund.
After work has started, before the first design or concepts are delivered: 50% refund.
After the first design or concepts are delivered: no refund. We'll keep working through your included revision rounds to get it right.
Rush delivery: if we miss a rush deadline we agreed to, the rush fee is refunded.

Website audits

Full Website Audit: full refund before we start the audit; no refund once the report is delivered.

Website Rescue

Before we start working on your site: full refund, including if we find your site needs more than a rescue.
Once work has started: no refund, because the time is spent on your site. If we can't complete the rescue for reasons on our side, you get a full refund.

Code reviews

Before we start reviewing your code: full refund.
Once the review has started: no refund, because the time is spent on your code. If we can't finish the review for reasons on our side, you get a full refund.
Deposits: if you paid a deposit and we can't deliver the report, you won't be asked for the balance.

Website Health Plan

Cancel any time and you won't be billed again. Months already paid for aren't refunded, except within 7 days of your first payment if you haven't received a report yet.

Custom software

Custom projects are usually paid in milestones. Completed milestones are non-refundable, and any unstarted milestones are fully refundable. The details are set out in your project scope.

Hosting and domains

Hosting: cancel at any time and it won't renew. The current paid year isn't refunded, except within 14 days of first purchase.
Domain registration: non-refundable once registered, because the registration can't be undone.

Projects with no response

If we can't reach you for 60 days after payment, we may close the project. You can reopen it within 6 months at no extra cost.

How to request a refund

Email contact@novacraft.ca with your name and order details. Approved refunds go back to your original payment method within 5–10 business days.