Refund Policy
Last updated: 30 March 2026
This Refund Policy governs all purchases made through Novo42, including digital goods, digital services, subscriptions, vouchers, prepaid value products, platform credits, and related offerings sold by Novo42 in its capacity as Merchant of Record and/or principal issuer.
1. General Refund Principles
Refunds are assessed on a case-by-case basis and may depend on:
- the type of product or service purchased;
- whether the product or service has already been delivered, accessed, consumed, downloaded, activated, transmitted, or redeemed;
- the policies of the underlying merchant, supplier, publisher, Platform Operator, or service provider; and
- applicable consumer protection laws and card scheme rules.
Unless otherwise required by applicable law, refunds are not automatically guaranteed after successful delivery or redemption.
2. Non-Refundable Products and Services
Unless required by applicable law, the following are generally non-refundable once delivered, accessed, activated, transmitted, applied, downloaded, redeemed, or used:
- Digital goods and downloadable content
- Vouchers, prepaid credits, gift cards, and stored value products
- Subscription fees already consumed during an active billing period
- Software, SaaS, streaming, or platform access already provisioned
- One-time digital purchases
- Services fully or partially rendered
- Products or services subject to third-party platform restrictions prohibiting refunds
3. Voucher Purchases and Instant Redemption
Novo42 may issue certain Vouchers in its own name as principal issuer. Where applicable, purchased Voucher value may be transmitted and applied instantly to the relevant Platform Operator or Provider account at the time of purchase.
Once a Voucher has been successfully transmitted or applied:
- the transaction is generally considered final;
- no reversal may be possible; and
- no refund will be available unless required by applicable law or where Novo42 confirms a technical failure attributable to Novo42.
Customers are responsible for:
- ensuring the correct account, platform, or Provider details are used;
- maintaining a valid account with the relevant Platform Operator; and
- complying with all applicable Platform terms and conditions.
Novo42 is not responsible for failed redemption caused by:
- suspension or closure of a customer account;
- incorrect customer information;
- Platform Operator restrictions;
- Provider system downtime; or
- customer breaches of applicable platform terms.
4. Failed Delivery or Technical Issues
A refund, replacement, or reissue may be considered where:
- the product or service was not delivered;
- the wrong product was supplied;
- a Voucher or code is invalid and cannot be replaced;
- a technical issue prevented access to the purchased service; or
- a customer was charged but the transaction failed to complete successfully.
Customers must report delivery or technical issues to Novo42 support as soon as reasonably possible and may be required to provide supporting evidence.
Where the failure is attributable to Novo42, Novo42 may, at its discretion:
- reissue the product or Voucher;
- provide a replacement; or
- refund the applicable Purchase Price.
5. Duplicate or Incorrect Charges
If you believe:
- you were charged incorrectly;
- you were charged multiple times; or
- an unauthorised transaction occurred,
you must contact Novo42 support promptly before initiating a chargeback with your bank or payment provider.
Where Novo42 confirms a duplicate, incorrect, or unauthorised charge, the applicable refund or reversal will be processed.
6. Subscription and Recurring Billing
For subscription or recurring billing services:
- customers may cancel future recurring payments in accordance with the applicable subscription terms;
- cancellation prevents future billing but does not automatically entitle the customer to refunds for prior billing periods already consumed; and
- prorated refunds may apply only where required by law or expressly stated by the applicable merchant or service provider.
7. Chargebacks and Payment Disputes
Customers are encouraged to contact Novo42 support before raising a dispute or chargeback with their bank or payment provider.
Where Novo42 receives a chargeback request and has evidence that:
- the product was delivered;
- the Voucher was successfully transmitted or redeemed; or
- the service was provided,
Novo42 may contest the chargeback.
Novo42 reserves the right to:
- suspend or restrict future purchases;
- block accounts associated with abusive or fraudulent chargeback activity; and
- share relevant transaction information with financial institutions, payment partners, or law enforcement where permitted by law.
You warrant that any chargeback or dispute raised by you is genuine and made in good faith.
8. Consumer Protection and Statutory Rights
Nothing in this Refund Policy limits or excludes any rights you may have under applicable consumer protection laws, including the Consumer Protection Act 68 of 2008 where applicable.
Where mandatory law provides refund, cancellation, replacement, repair, or validity rights, those rights will apply notwithstanding anything to the contrary in this Refund Policy.
9. Refund Processing Timeframes
Approved refunds are generally processed within:
- 5 to 14 business days for card payments;
- 2 to 5 business days for EFT or bank transfer refunds; or
- such other timeframe as may apply to the relevant payment method or financial institution.
Processing times are dependent on banks, card schemes, payment providers, and financial institutions and may fall outside Novo42’s control.
10. Fraud Prevention and Verification
Novo42 reserves the right to:
- decline refund requests suspected of fraud, abuse, misuse, or unlawful activity;
- request identity verification and supporting documentation;
- delay or withhold refunds pending investigation; and
- comply with legal, regulatory, anti-money laundering, sanctions screening, or fraud prevention obligations.
15. Contact Us
Vallivo (Pty) Ltd t/a Novo42
Email: support@novo42.com
Website: novo42.com
Address: The Refinery, 7 Park Road, Gardens, Cape Town, South Africa, 8001