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Refund and Cancellation Policy

A 30-day money-back guarantee on a first Nova HRM subscription — what it covers, what it does not, how to cancel, and how long a refund takes.

Last updated 21 September 2026 · Nova Technology and Business Solutions

The short version. Thirty days from your first paid invoice, full refund, no questions. After that, cancel whenever you like — it stops the next renewal, and the term you have already paid for runs to its end. Implementation, migration and training already delivered are not refundable. Billed twice or billed wrongly? That is corrected whenever you spot it, guarantee or no guarantee.

1. The 30-day money-back guarantee

If your company is new to Nova HRM and decides within thirty calendar days of the first paid invoice that it is not right for you, tell us and we will refund that invoice in full. You do not have to justify the decision, and we will not ask you to sit through a retention call.

The guarantee applies once per company, to a first subscription. It is not available on a renewal, on an additional module added to a subscription that is already running, or on a second subscription taken out after a first was refunded.

2. When the thirty days start

From the date of the first paid invoice for the subscription — not from the date your tenant was created, not from the date of the order form, and not from the date somebody first logged in.

We use the invoice date because it is the one date both sides can see on the same document. If a trial or a proof of concept ran before that invoice, it does not shorten the window.

3. What the guarantee covers, and what it does not

Refundable — the subscription or licence fee on that first invoice, for the modules and headcount it covers.

Not refundable, because the work has been done and cannot be returned:

  • Implementation, configuration and onboarding fees.
  • Data migration — extracting, cleaning and loading your existing records.
  • Training delivered, and consultancy days used.
  • Bespoke development, integrations or reports built to your specification.
  • Third-party charges we passed through at cost, where the third party will not refund us.
  • Taxes already remitted to a tax authority, which are refunded only if and when that authority allows it.

Where an invoice mixes subscription fees with the items above, we refund the subscription portion and itemise the rest on the credit note, so you can see exactly what was returned.

4. After the first thirty days

The guarantee no longer applies, and the current term is not refundable. You can still cancel at any time: cancellation stops the next renewal, and your subscription runs to the end of the period you have already paid for.

We do not pro-rate an unused part of a term that is already running, and we do not charge an exit fee for leaving.

5. How to cancel

Email business@stcc-bs.com from an address we hold for your company, or write to us at the address in section 9, saying which company is cancelling and from when. We will acknowledge in writing within two business days.

Unless your order form sets a different notice period, cancellation takes effect at the end of the current billing period, provided we receive it at least fourteen days before that period ends. A notice that arrives inside those fourteen days takes effect at the end of the following period.

Before your access ends we will make your data available for export. Say so in writing if you need longer than your agreement allows, and we will try to accommodate it.

6. How a refund is made, and how long it takes

Refunds go back by the same method and to the same account the payment came from. We cannot refund a bank transfer to a different account, or a card payment as cash — that restriction is a fraud control, not an inconvenience for its own sake.

We approve or query a request within five business days and issue the refund within fourteen business days of approving it. How quickly it then appears is the banks' business rather than ours: a card refund typically settles in a few business days, and an international transfer can take longer.

A credit note is issued for every refund, so the reversal is on both sides' books.

7. Duplicate, incorrect and disputed charges

These sit outside the guarantee, and outside its thirty-day window. If we have billed you twice, billed the wrong amount, billed for headcount you do not have, or billed after a cancellation we had accepted, tell us and we will correct it in full — whenever you notice it.

If you dispute an invoice, please raise it with us before instructing your bank. A chargeback raised without contacting us first costs both sides fees and may suspend the account while the bank investigates, which stops your payroll. We would rather just fix the invoice.

8. If we suspend or terminate the service

If we terminate your subscription for a reason that is not your breach of the Terms and Conditions — for example, if we withdraw the product — we refund the unused part of the term you have paid for, pro-rated to the day.

If we suspend or terminate because of a material breach or non-payment, fees already paid are not refunded.

9. Your statutory rights, and how to reach us

This policy sits on top of the law; it does not replace it. Nothing here removes a right your company has under the consumer or e-commerce legislation of the jurisdiction it contracted in — including the Saudi E-Commerce Law and its implementing regulations for customers contracting with Nova Technology and Business Solutions, and the applicable federal and provincial consumer legislation for customers in Pakistan.

Refund requests, cancellations and billing questions: