NOVÉ — Refund Policy

Last updated: 31/07/2026

1. Your Statutory Cancellation Right (First 14 Days)

If you're a consumer and you entered into your arrangement with us online or without meeting in person, you have a legal right to cancel within 14 days of confirming it, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you cancel within this 14-day period:

• If no work has started, you'll receive a full refund of any fees paid.
• If you expressly asked us to begin work during this period and some has been carried out, we may deduct a reasonable amount reflecting the service already provided, and refund the rest.

2. Private Arrangements (After the First 14 Days)

Private arrangements carry a three-month minimum commitment, as set out in our Terms and Conditions.

Once the 14-day cancellation period has passed, monthly fees are not refundable where a client chooses not to use the available service, or ends the arrangement before the three-month minimum has been completed.

After the three-month minimum term, the arrangement may be cancelled by giving 30 days' written notice, unless otherwise agreed. Fees already paid for the current notice period are not refunded, since they cover the notice period itself.

3. Ad Hoc Requests

Ad hoc service fees become non-refundable once NOVÉ has started work, reserved capacity, contacted suppliers, or prepared recommendations on your request.

Where no work has begun, you'll receive a full refund.

Where work has partially begun, we'll refund the portion of the fee that reflects work not yet carried out, unless the 14-day right in Section 1 applies and gives you a stronger right to a refund.

4. Supplier Bookings

Hotels, travel providers, restaurants, chauffeurs, and other suppliers may have their own cancellation and refund terms, which sit alongside this policy and are outside NOVÉ's control.

NOVÉ can only refund supplier charges once the relevant supplier has actually returned the funds to us. Supplier refund timeframes vary and are set by the supplier, not by us.

Non-refundable supplier charges, deposits, and cancellation fees remain the client's responsibility.

5. How Refunds Are Processed

Approved refunds are paid back to the original payment method within 10 working days of approval. Refunds involving a third-party supplier will only be processed once their funds have been received by us, which may extend this timeframe.

6. Your Statutory Rights

Nothing in this policy affects your statutory rights, including your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

7. Requesting a Cancellation or Refund

To request a cancellation or refund, contact info@noveconcierge.com.