Refund & Cancellation Policy
This Refund & Cancellation Policy describes your rights and our obligations when you request a refund or cancel a purchase from ninovio LLC at ninov.io. All refunds are processed through our payment processor, Stripe, Inc.
1. Refund Eligibility
You may request a refund within 30 days of your original purchase date, provided the conditions below are met. Requests submitted after this window are not eligible except where required by applicable law.
To be eligible, one or more of the following must apply:
- The product or service was not delivered or was inaccessible due to an error on our part.
- The product or service materially failed to perform as described at the time of purchase.
- You experienced a documented technical issue we were unable to resolve within a reasonable time.
2. Non-Refundable Items and Exceptions
The following are generally not eligible for refunds:
- Purchases where the full digital product or service has already been delivered and accessed.
- Fees for work already completed on custom or consulting engagements.
- Subscription fees for billing periods already elapsed prior to a cancellation request.
- Purchases made more than 30 days before the refund request.
Where a refund request is denied, we will provide a written explanation within 5 business days of our decision.
3. Cancellations
One-time purchases: You may request cancellation before the product or service has been delivered. Once delivery has begun or is complete, the refund eligibility conditions in Section 1 apply.
4. How to Request a Refund
Email [email protected] or use our contact page and include:
- Your full name and the email address used at purchase
- Your order or transaction ID (found in your purchase confirmation email)
- Date of purchase
- Reason for the refund request
- Supporting documentation where applicable (e.g., error messages, screenshots)
5. Processing Time
We acknowledge refund requests within 2 business days and reach a decision within 5 business days of receiving all required information.
Approved refunds are returned to the original payment method via Stripe. Credits typically appear within 5–10 business days, depending on your card issuer or bank. We are not responsible for delays caused by your financial institution.
6. Chargebacks
We encourage you to contact us before initiating a chargeback with your card issuer. Most issues can be resolved directly and quickly. If a chargeback is filed without first contacting us, we reserve the right to dispute it and provide relevant transaction records to Stripe and your financial institution.
7. Changes to This Policy
We may update this policy from time to time. Changes will be posted on this page with a revised "Last updated" date. The policy in effect at the time of your purchase governs your refund rights for that transaction.
8. Contact
ninovio LLC
9920 Wellington Road, Manassas, VA 20110
Refund requests: [email protected]
Response within 2 business days.