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
Novelle sells planning-review, digital, supplier-fit, supplier-introduction, partner, and related online services. Refund rights depend on the product purchased, customer status, service progress, delivery status, 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 a paid service has not yet started and no digital content, account access, planning work, supplier-fit analysis, supplier communication, or other performance has been delivered, you may contact support@novelle.wedding to request cancellation.
If cancellation is accepted, the refund will normally be made to the original payment method.
4. Non-refundable service situations
A payment is generally non-refundable where:
- Novelle has already started the service with your consent;
- a planning review, plan direction, digital output, supplier-fit analysis, or account access has been delivered;
- supplier outreach or introduction work has begun;
- the service has been fully performed;
- the payment is a supplier partner fee, introduction fee, success fee, subscription fee, or platform-service fee that has become due under partner terms;
- the refund request is based on a third-party supplier’s final decision, price, availability, cancellation, or service quality outside Novelle’s direct control.
This does not affect rights that cannot be excluded under applicable law.
5. Supplier contracts and deposits
Unless a specific written agreement states otherwise, supplier contracts, deposits, final quotes, cancellations, and event delivery are handled directly between the customer and the relevant supplier.
Novelle does not hold supplier deposits and does not process supplier service payments in its standard V1 service model. Refunds relating to supplier contracts or supplier deposits must be handled with the supplier that received the payment.
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 usually returned to the original payment method. Timing depends on the payment provider, bank, card network, and payment method.
Payment processing fees, currency conversion fees, bank fees, or payment-network costs may be treated according to the payment provider’s rules and applicable law.
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.
Opening a payment dispute while a support or complaint process is ongoing may delay resolution because the matter may then need to follow card-network or payment-provider procedures.
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