This Refunds Policy explains how cancellations, withdrawals, refunds, service-start rules, and complaints are handled for purchases made through https://novelle.wedding.
The website is operated by Nova Group Sp. z o.o., Tax ID / VAT ID PL7011215529, KRS 0001117840, REGON 529224431, registered address Żurawia 6/12 Lok. 745, 00-503 Warszawa, Poland. Contact: support@novelle.wedding.
1. General principle
For a controlled transactional wedding package, Novelle is the principal seller. Refund and cancellation outcomes depend on the accepted package components, service progress, documented supplier obligations, recoveries, the component-level withdrawal profile, statutory consumer rights, and applicable law.
This Policy does not limit statutory consumer rights or rights relating to defective goods, non-conforming digital content, or non-conforming services that cannot be excluded by law.
2. Services and digital services
For services and digital services, Novelle may begin performance immediately after purchase where the customer gives express consent to immediate performance.
Performance may include receiving and processing a wedding brief, reviewing submitted information, routing the request, preparing planning directions, making digital content available, granting account access, performing supplier-fit analysis, communicating with suppliers, or delivering supplier-introduction support.
Where permitted by EU and Polish consumer law, once performance has started with the customer’s express consent, or once digital content or a digital service has been delivered or made accessible, the right of withdrawal or refund may be lost or reduced to the extent permitted by law.
3. Cancellation before performance starts
If performance has not started, you may contact support@novelle.wedding or use the booking workspace to request cancellation. The request enters human review and the applicable component profiles and statutory rights are checked.
If cancellation is accepted, the refund will normally be made to the original payment method.
4. Cancellation calculation
The contractual maximum customer liability is 30% when more than 120 days remain, 60% when 31–120 days remain, 90% when 11–30 days remain, and 100% when 0–10 days remain. The actual charge is the lower of that cap and:
- documented supplier cancellation obligations;
- non-recoverable external costs;
- the properly earned portion of Novelle's work;
- less supplier refunds, rebooking recoveries, avoided costs and other savings.
Novelle must mitigate loss and cannot recover twice. A later recovery can create a supplemental refund. Mandatory consumer rights always prevail.
5. Supplier cancellations and replacement
For a transactional package, suppliers are Novelle subcontractors. If a supplier cancels, Novelle opens a human-reviewed replacement and mitigation process. A comparable replacement requires customer approval where the supplier or material terms change.
If no acceptable replacement is available, Novelle calculates the affected refund and other remedies under the accepted contract and mandatory law. Supplier payouts, clawbacks and customer refunds remain separately controlled and approved.
6. Physical products where offered
If Novelle offers physical products through the website, consumer return rights apply according to EU and Polish law.
Consumers may have a statutory withdrawal right for qualifying distance purchases. The returned item must be in a condition required by law and must be returned in accordance with the instructions provided for that product.
The following products may be excluded from the standard right of withdrawal where legally permitted:
- custom-made, personalized, or made-to-order goods;
- sealed goods that are not suitable for return for health or hygiene reasons after opening;
- sealed food, cosmetic, or similar goods where return exclusion applies after opening;
- goods that deteriorate or expire quickly;
- goods that have been mixed inseparably with other items after delivery.
Defective goods and statutory conformity rights remain available where required by law.
7. Defective or non-conforming services, digital content, or goods
If you believe a service, digital service, digital content, or physical product is defective or non-conforming, contact support@novelle.wedding with:
- your name;
- order or invoice identifier if available;
- the email used for purchase;
- a clear description of the issue;
- supporting evidence where relevant.
We will assess the issue according to applicable consumer, contract, and statutory conformity rules.
8. Refund processing
Approved refunds are made by bank transfer to a verified destination. Novelle aims to initiate the approved amount within 14 days after the final calculation or the earlier statutory deadline where applicable.
The calculation, approvals, bank instruction, accounting correction and notification are retained in the booking audit trail. Refunds are not automatic.
9. Chargebacks and payment disputes
If there is a problem with a payment or service, contact support@novelle.wedding before opening a bank dispute. This helps us identify the order, explain the service status, correct errors, and resolve the matter faster.
Incorrect, partial, duplicate, late, wrong-currency and wrong-reference transfers are preserved in a safe review state. Contacting support promptly helps finance identify the correct booking and lawful remedy.
10. Complaints and response time
Refund requests and complaints may be sent to support@novelle.wedding.
We aim to respond within up to 14 days. Complex matters may require additional information from you, the payment provider, or a supplier.
11. Contact
Website: https://novelle.wedding
Support: support@novelle.wedding
Operator: Nova Group Sp. z o.o., Żurawia 6/12 Lok. 745, 00-503 Warszawa, Poland