NovaMind Studio OÜ
Effective Date: 24.02.2026
1. Scope
This Refund Policy applies to all personalised digital services provided by the Company and forms part of the Terms of Service.
2. Refund Before Performance Begins
A refund may be requested before personalised preparation has begun. If performance has not started, a full refund will be issued.
3. Commencement of Performance
Performance is deemed to begin when the Company starts individual preparation of the report and/or confirms the scheduling of an online session (where applicable).
4. No Refund After Performance Begins
As a general rule, refunds are not available once performance has begun because the service is personalised and created on request.
Exception: if the Company is technically unable to provide the service due to the Company’s fault, the Client may request a refund.
5. Digital Delivery
The service is deemed delivered when the personalised report is sent by email (or made available digitally) or when the confirmed online session has been completed.
Failure to review a delivered report or missing a session despite confirmed delivery is not grounds for a refund where the service was provided.
6. Consumer Rights (EU and Outside the EU)
EU consumers generally have a 14-day withdrawal right unless an exception applies.
Because services are personalised digital services not supplied on a tangible medium, the withdrawal right is lost once performance begins provided that the Client expressly consented to immediate performance prior to payment and acknowledged the consequences.
For Clients outside the EU: mandatory local consumer rules may grant additional rights. Nothing in this Policy limits any mandatory rights granted by applicable law.
7. How to Request a Refund
To request a refund, email support@novamindstudio.com and include: your name, email, service name, payment date/amount, and the reason for the request.
We typically respond within 1–3 business days. Settlement timing depends on the payment provider and the issuing bank.
8. Chargebacks
If an unjustified chargeback is initiated after delivery, the Company may provide supporting documentation to the payment provider (payment confirmation, acceptance of policies, proof of personalised work, proof of digital delivery/session, correspondence).
9. Updates
We may update this Policy. The current version is published on the website and applies from its effective date.