Cancellation Policy

You can cancel an engagement at any time by sending written notice to info@novellus.co.nz or by calling 09 888 9238 (current clients can also use 027 207 6414). Depending on when you cancel, the following applies:

• Before work has commenced. You will receive a full refund of any fees paid, less any third-party costs already paid on your behalf and any non-refundable deposits clearly identified in your Engagement Letter.
• During an active engagement. You will be invoiced for, or your prepaid fees applied to, the work completed up to the cancellation date plus any reasonable disengagement costs (such as final handover documentation). Any unused prepaid fees beyond that are refunded.
• Monthly retainers. Either party may cancel a monthly retainer with 14 days’ written notice. The current month’s retainer is payable in full and is not refunded; cancellation takes effect at the end of the following billing cycle.

For one-off meetings, workshops or strategy days that have been scheduled in advance, the following notice periods apply:

• More than 5 working days’ notice: rescheduled at no charge.
• 2 to 5 working days’ notice: rescheduled at no charge once. A second reschedule may attract a fee of up to 25% of the agreed session fee to cover lost availability.
• Less than 2 working days’ notice or no-show: the full session fee is payable. We will, however, do our best to accommodate genuine emergencies.

We may, in limited circumstances, need to cancel an engagement before completion. For example:

• A conflict of interest comes to light that we cannot reasonably manage.
• We are unable to obtain the information, access or decisions we need to deliver the work to a professional standard, despite reasonable follow-up.
• Continuing the engagement would require us to act in a way that is unlawful, unethical, or contrary to our professional standards.
• Non-payment of invoices that remain overdue after a written reminder.

If we cancel for any reason other than non-payment or your serious breach, you will receive a refund of any prepaid fees that relate to work not yet performed. You will not be charged any cancellation fee.

Neither party will be liable for delays or cancellations caused by events outside their reasonable control, including natural disasters, pandemics, government-imposed restrictions or significant infrastructure outages. Where this happens, we will work with you in good faith to reschedule or, if rescheduling is not practical, refund any prepaid fees that relate to the cancelled portion.

Send a short email to info@novellus.co.nz or call 09 888 9238 with your business name, the relevant Engagement Letter or invoice reference, and the cancellation date you would like to apply. We will confirm receipt within 2 working days.

Any refund payable as a result of a cancellation is processed in accordance with our Refunds Policy. Refunds are returned to the original payment method through our payment processor, Stripe.