Refunds Policy

Novellus Limited (trading as Novellus) provides bespoke business consulting services to New Zealand companies. We stand behind the quality of our work. If something has not landed the way it should have, we’d like the opportunity to put it right before any refund is processed — but we guarantee that you will never be left without a clear answer.

The first step in any refund request is a conversation. Call us on 09 888 9238 (or +64 9 888 9238 from overseas), or email info@novellus.co.nz within 14 calendar days of the relevant invoice or deliverable, briefly describing the concern. We will acknowledge your request within 2 working days and provide a written decision within 10 working days.

We will issue a full refund in any of the following situations, with no negotiation required:

• Duplicate or incorrect charges. If you have been billed twice for the same engagement, charged the wrong amount, or charged after a service was cancelled, the affected portion is refunded in full within 5 working days of the issue being confirmed.
• Service not commenced. If you have paid a deposit or fee for an engagement that we have not yet started any work on, you are entitled to a full refund (less any third-party costs already incurred on your behalf, such as software subscriptions or merchant onboarding fees, which will be itemised in writing).
• Material failure to deliver. If we have failed to deliver a clearly defined deliverable described in the Engagement Letter, and we are unable to remedy the issue within 10 working days of being notified, we will refund the fee for the affected deliverable in full.
• Significant delay caused by us. If a deliverable is materially delayed beyond the date in your Engagement Letter for reasons within our control and the new delivery date is not acceptable to you, you are entitled to cancel the affected portion of the engagement and receive a refund for that portion.
• Statutory rights. Any refund required by the Consumer Guarantees Act 1993 or Fair Trading Act 1986 where they apply.

For full transparency, refunds are not available in the following situations:

• Work that has already been performed in line with the agreed scope, even if the underlying business outcomes you hoped for were not achieved (we are advisers, not guarantors of business performance).
• A change in your business circumstances or strategic direction after the engagement has commenced (please see our Cancellation Policy in this case).
• Subscription or retainer periods that have already lapsed and during which we made ourselves available to deliver the contracted services.
• Failures or delays caused primarily by your business not providing requested information, access or decisions in a reasonable timeframe.

1. Email info@novellus.co.nz with the subject line “Refund request”, or call 09 888 9238.
2. Include your business name, the relevant invoice number, and a short explanation of the issue.
3. We will acknowledge your request within 2 working days.
4. We will provide a written decision within 10 working days.
5. If approved, the refund will be initiated within a further 2 working days.

Approved refunds are processed back to the original payment method. All refunds are issued in New Zealand Dollars (NZD), regardless of the currency originally displayed by your card issuer.

• Card refunds (via Stripe): initiated within 2 working days of approval and typically appear on your statement within 5 to 10 business days, depending on your bank or card issuer.
• Bank transfer refunds: initiated within 2 working days of approval and typically received within 2 to 5 business days.

Novellus does not retain or store full card details. Refunds are issued only to the original payment method; we cannot process refunds to a different card or account, except in exceptional circumstances and where permitted by law.

If we cannot reach a satisfactory outcome, you may refer the matter to a recognised New Zealand dispute resolution body or the Disputes Tribunal. Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 where they apply.