Skip to content
NOVATRADE SOLUTIONS

Billing, Cancellation & Refund Policy

Billing, subscription cancellation, renewal, refund, and payment-dispute rules

LAST UPDATED
13 August 2026
COMPANY REGISTRATION
NOVATRADE SOLUTIONS Sp. z o.o., Hoża 86 lok. 410, 00-682 Warszawa, Poland · KRS: 0001255864, NIP: 7011324158, REGON: 54531482500000
CONTROLLER
NOVATRADE SOLUTIONS Sp. z o.o., Hoża 86 lok. 410, 00-682 Warszawa, Poland
CONTACT
[email protected]

This Policy explains how billing, subscription renewal, cancellation, refunds, payment corrections, and billing disputes are handled for services provided by NOVATRADE SOLUTIONS Sp. z o.o.

This document is published in English for NOVATRADE business customers. Translations may be provided for convenience only; in case of any discrepancy the English version prevails.

1. Purpose of This Policy

This Billing, Cancellation & Refund Policy explains how billing, subscription renewal, cancellation, refunds, payment corrections, and billing disputes are handled for services provided by NOVATRADE SOLUTIONS Sp. z o.o.

This Policy applies together with our Terms & Conditions and the applicable Order Form, commercial proposal, subscription confirmation, invoice, or other agreement between NOVATRADE and the customer.

Where a separately signed agreement contains specific billing, cancellation, or refund terms that differ from this Policy, the specifically agreed terms will apply to the extent of that difference.

2. Service Provider

The service provider and contracting entity is:

NOVATRADE SOLUTIONS Sp. z o.o.

Hoża 86 lok. 410, 00-682 Warszawa, Poland

KRS: 0001255864

NIP: 7011324158

REGON: 54531482500000

Email: [email protected]

Phone: +48 22 273 95 89

NOVATRADE provides business software, software-as-a-service, CRM functionality, and related digital services.

3. Business Customers

NOVATRADE services are intended primarily for businesses, entrepreneurs, companies, organizations, and professional users purchasing services for business purposes.

This Policy therefore describes our standard B2B billing and refund rules.

If mandatory law grants a particular customer rights that cannot legally be excluded or restricted, including any mandatory rights that may apply to an individual entrepreneur in a particular transaction, those mandatory rights will take precedence over any inconsistent provision of this Policy.

4. What Customers Pay For

NOVATRADE provides digital software and related services.

Depending on the applicable order, charges may relate to:

  • software subscriptions
  • access to a selected service plan
  • additional modules
  • additional users or usage
  • implementation
  • configuration
  • data migration
  • integrations
  • API access
  • training
  • support
  • custom work
  • other agreed digital or professional services

The exact services, charges, billing frequency, currency, taxes, and commercial terms applicable to a customer are stated in the relevant Order Form, proposal, subscription confirmation, invoice, or other agreement.

The public website does not override individually agreed commercial terms.

5. No Physical Goods or Returns

NOVATRADE primarily provides digital services.

Unless expressly stated in a separate agreement, no physical goods are sold or shipped as part of a NOVATRADE software subscription.

Accordingly, there is normally no physical product to return.

For NOVATRADE digital services, the equivalent customer processes are:

  • cancelling a subscription
  • requesting termination where permitted
  • requesting correction of an incorrect charge
  • requesting a refund where eligible
  • submitting a billing complaint

These processes are explained below.

6. Pricing and Currency

The price payable by a customer is the price accepted in the applicable ordering or contracting process.

Fees may vary depending on factors such as:

  • service plan
  • number of users
  • modules
  • usage
  • company requirements
  • implementation scope
  • integrations
  • support level
  • contract duration
  • configuration

The applicable currency will be shown in the Order Form, subscription confirmation, invoice, or other commercial documentation.

NOVATRADE will not intentionally charge an amount different from the amount authorized or contractually agreed, except where a subsequently applicable tax, usage charge, adjustment, or other amount is permitted by the applicable agreement.

6a. Annual Service Package Invoicing

The public Start, Business and Professional plan prices relate to a 12-month service term.

NOVATRADE may issue an invoice or other agreed payment request based on:

  • the selected plan
  • approved paid add-ons
  • implementation or configuration services
  • other applicable agreed charges

The public plan price represents the base plan price and does not imply that every possible add-on or custom service is included.

The relevant invoice or commercial documentation determines the amount actually payable by the Customer.

7. Taxes

Prices are exclusive of VAT and other applicable taxes unless expressly stated otherwise.

NOVATRADE may add VAT or other taxes where required by applicable law.

The customer is responsible for providing accurate billing and tax information.

Where appropriate, refunds or billing corrections will include corresponding tax adjustments in accordance with applicable tax and invoicing requirements.

8. Invoices and Billing Records

NOVATRADE may issue invoices, credit notes, payment confirmations, or other billing documents electronically.

Customers should review invoices and transaction information and notify NOVATRADE if they reasonably believe that a billing error has occurred.

Billing inquiries may be sent to:

[email protected]

Customers should not send full payment-card numbers, card security codes, online-banking credentials, passwords, or other sensitive payment credentials by email.

9. One-Time Charges

Certain NOVATRADE services may be billed as one-time charges.

Examples may include:

  • implementation
  • configuration
  • migration
  • training
  • custom development
  • integration work
  • other individually agreed services

A one-time payment does not create authorization for recurring charges unless recurring billing has been separately disclosed and agreed.

10. Subscription Charges

Software access may be provided on a recurring subscription basis where this is stated in the applicable order.

Subscription billing may be monthly, annual, or based on another billing period expressly agreed with the customer.

The applicable billing period must be identified in the customer's Order Form, subscription confirmation, or other applicable agreement.

A customer is not treated as having agreed to recurring billing merely because it has previously made a one-time payment.

11. Authorization for Recurring Billing

Where recurring card or other automatic billing is used, the customer authorizes NOVATRADE and the applicable payment service provider to charge the approved payment method according to the agreed billing schedule.

Recurring charges will continue only for as long as:

  • the applicable subscription remains active
  • recurring billing applies to that subscription
  • the authorization has not ended
  • the subscription has not been validly cancelled with effect for the relevant future billing period

The amount and frequency of recurring billing are determined by the applicable commercial agreement.

12. Automatic Renewal

A subscription automatically renews only where automatic renewal has been disclosed in the applicable Order Form, subscription confirmation, or other applicable agreement.

Where automatic renewal applies, the subscription will renew according to the agreed renewal period unless cancellation becomes effective before the next renewal in accordance with the applicable cancellation terms.

If automatic renewal is not specified for a particular agreement, this Policy does not independently create an automatic-renewal obligation.

13. Price Changes

NOVATRADE may change pricing for future subscription periods.

A price change does not retroactively alter fees already paid for a completed or currently committed prepaid billing period unless:

  • the customer agrees otherwise
  • an adjustment results from changed usage or scope expressly permitted by the agreement
  • a tax or legally required charge changes
  • another contractual basis applies

Where a material price change will affect an automatically renewing subscription, NOVATRADE will communicate the applicable new commercial terms before the changed price is charged, where reasonably required by the contractual arrangement or applicable law.

Customers who do not wish to continue under the changed terms may cancel renewal in accordance with the applicable cancellation procedure.

14. Failed Payments

A payment may fail because of circumstances including:

  • insufficient funds
  • expired payment credentials
  • issuer rejection
  • authentication failure
  • incorrect payment information
  • payment-provider restrictions
  • fraud-prevention controls
  • technical errors

Where a payment fails, NOVATRADE may:

  • notify the customer
  • request another payment method
  • request updated billing information
  • retry an authorized recurring payment where permitted
  • issue an invoice
  • temporarily restrict paid functionality
  • suspend the affected subscription after reasonable notice

A failed payment does not cancel amounts that are validly due.

15. Payment Security

Payment information may be processed by third-party payment service providers.

NOVATRADE may not receive or store all underlying payment credentials used by those providers.

Customers should use only payment methods that they are authorized to use.

Customers must not send NOVATRADE:

  • full card numbers
  • card security codes
  • banking passwords
  • one-time authentication codes
  • other sensitive payment credentials

through ordinary email or website contact forms.

17. How to Cancel a Subscription

A customer may request cancellation through any cancellation functionality made available in the customer account or by contacting NOVATRADE at:

[email protected]

A cancellation request should identify the relevant customer and subscription.

NOVATRADE may reasonably ask for information needed to verify that the request is submitted by an authorized representative of the customer.

We do not require a customer to provide sensitive payment credentials in order to cancel a subscription.

18. Effective Date of Cancellation

Unless the applicable Order Form, subscription confirmation, or other agreement provides otherwise, cancellation of a recurring subscription takes effect at the end of the current paid billing period.

The customer may generally continue using the paid Service until the end of that period.

Once cancellation becomes effective:

  • the subscription will not renew for a new billing period
  • no new recurring subscription charge should be initiated for a period beginning after the effective cancellation date
  • access to paid features may end or be reduced according to the applicable service arrangement

Cancellation is prospective and does not normally reverse a subscription period that has already begun.

19. Cancellation Does Not Normally Create a Retroactive Refund

Cancelling a subscription prevents future renewal according to the applicable cancellation rules.

Cancellation does not automatically create a refund for:

  • a subscription period that has already started
  • unused days within a current paid period
  • a decision not to use available software
  • unused features
  • unused user capacity
  • unused usage allowance

Refunds remain available where this Policy, the applicable agreement, or mandatory law provides for them.

20. Refund Eligibility

NOVATRADE will consider and, where applicable, issue refunds in circumstances including:

Duplicate Charge

A customer was charged more than once for the same payment obligation as a result of a duplicate transaction.

Incorrect Amount

NOVATRADE charged an amount different from the amount properly authorized or contractually due.

Charge After Effective Cancellation

A recurring subscription payment was initiated for a new billing period after cancellation had already become effective for that period.

Payment Collected in Error

A payment was collected from the customer because of an identifiable NOVATRADE billing or processing error.

Service Not Provided

The customer paid for a contracted service that NOVATRADE was unable to provide and NOVATRADE cannot reasonably provide an appropriate cure, replacement, rescheduling, credit, or other contractually appropriate solution.

Contractual Refund Right

The applicable Order Form, subscription confirmation, commercial agreement, or another binding agreement expressly gives the customer a refund right.

Mandatory Legal Requirement

A refund is required under mandatory applicable law.

Other refund requests may be considered in good faith based on the specific circumstances but are not automatically guaranteed.

21. Generally Non-Refundable Charges

Unless another provision of this Policy, an applicable agreement, or mandatory law requires otherwise, the following are generally not refundable:

  • a properly charged subscription period that has already begun
  • fees for services already properly performed
  • implementation work already performed
  • configuration work already performed
  • completed migration or integration work
  • completed training
  • custom work already performed
  • usage-based fees corresponding to usage already incurred
  • fees incurred before a valid cancellation became effective

A customer's decision not to use available features does not by itself make a correctly supplied digital service defective or refundable.

22. Partial Refunds

Where only part of a charge is refundable, NOVATRADE may issue a partial refund rather than refunding the entire transaction.

Examples may include:

  • only part of an agreed service was not provided
  • a billing correction applies to only part of an invoice
  • the parties agree on a partial commercial adjustment
  • a partial refund is required by the applicable agreement or law

The amount will be determined according to the circumstances and applicable contractual obligations.

23. Credits

Where appropriate and agreed with the customer, NOVATRADE may offer an account credit, service credit, extension, rescheduling, or another commercial remedy instead of or in addition to a monetary refund.

A customer is not required to accept a discretionary credit instead of a monetary refund where the customer has a mandatory or contractual right to receive money back.

24. How to Request a Refund

Refund requests should be submitted to:

[email protected]

To help identify the transaction, the request should include where available:

  • customer company name
  • billing contact name
  • billing email address
  • invoice number
  • order or subscription reference
  • transaction date
  • transaction amount and currency
  • description of the billing issue
  • reason for the refund request

Do not send:

  • a complete payment-card number
  • CVV or CVC
  • banking password
  • authentication code
  • online banking credentials

NOVATRADE may request additional non-sensitive information reasonably necessary to verify the transaction and investigate the request.

25. Refund Review

NOVATRADE will review refund requests in good faith.

The review may include:

  • verifying the customer account
  • reviewing the applicable order or subscription
  • reviewing invoices and payment records
  • checking cancellation records
  • confirming whether the Service was delivered
  • checking for duplicate transactions
  • reviewing relevant technical or billing records
  • consulting the payment service provider where necessary

NOVATRADE may approve the request, reject it with an explanation, request additional information, or propose another appropriate remedy.

26. How Approved Refunds Are Paid

Where reasonably possible, an approved monetary refund will be returned to the original payment method used for the transaction.

This approach helps maintain consistent transaction records and reduce fraud risk.

If refunding the original payment method is technically impossible or commercially inappropriate, NOVATRADE may contact the customer to arrange another lawful and appropriately verified refund method.

NOVATRADE will not normally redirect a refund to an unrelated third-party payment account merely at the request of an unverified person.

27. Refund Processing

After a refund is approved, NOVATRADE will initiate the refund without undue delay through the applicable payment process.

The time between NOVATRADE initiating a refund and the funds becoming visible to the customer may depend on:

  • the payment method
  • the acquiring or payment provider
  • card-network processing
  • the customer's bank or payment institution
  • currency processing
  • other systems outside NOVATRADE's direct control

NOVATRADE therefore cannot guarantee the exact date on which an approved refund will appear in the customer's account after it has been submitted to the payment system.

28. Refund Confirmation

Where reasonably available, NOVATRADE may provide confirmation that an approved refund has been initiated.

Customers should retain:

  • invoice numbers
  • transaction references
  • refund confirmations
  • relevant correspondence

until the matter has been fully reconciled.

29. Refund Failure or Reversal

In some circumstances, a payment provider, bank, card network, or payment method may reject, fail, or reverse a refund.

If NOVATRADE becomes aware that an approved refund was not successfully completed, we will take reasonable steps to investigate the issue.

The customer may be asked to confirm current non-sensitive transaction information or contact its bank or payment provider.

A failed technical refund does not eliminate a customer's entitlement to an already approved refund.

30. Duplicate Charges

If a customer identifies what appears to be a duplicate NOVATRADE charge, the customer should contact:

[email protected]

NOVATRADE will compare the relevant billing records.

Where a genuine duplicate charge is confirmed and both charges relate to the same payment obligation, the duplicate amount will be corrected or refunded as appropriate.

Customers should avoid submitting sensitive card credentials when reporting a duplicate charge.

31. Incorrect Charges

Customers who believe that NOVATRADE charged:

  • an incorrect amount
  • an incorrect currency
  • an incorrect invoice
  • a payment after cancellation
  • another unauthorized amount attributable to NOVATRADE

should contact us promptly.

NOVATRADE will investigate the transaction against the applicable agreement and billing records.

Where NOVATRADE confirms an error, we will take reasonable steps to correct it.

See also: Complaints & Dispute Resolution Policy

32. Unrecognized Payments

If a customer does not recognize a payment associated with NOVATRADE, the customer should contact us promptly at:

[email protected]

The customer may also need to contact the bank, card issuer, or payment provider responsible for the payment method.

NOVATRADE will reasonably cooperate in identifying the relevant account and transaction.

For security reasons, NOVATRADE may require verification before disclosing account-specific or payment-specific information.

33. Payment Disputes and Chargebacks

NOVATRADE encourages customers to contact us directly regarding a billing problem before initiating a formal payment dispute so that we have an opportunity to investigate and resolve the issue.

Contact:

[email protected]

A customer should provide enough information to identify the transaction and explain the disputed amount.

NOVATRADE will investigate legitimate billing complaints in good faith and will correct confirmed billing errors.

Nothing in this Policy prevents a customer from exercising payment-dispute, chargeback, banking, contractual, or statutory rights that cannot legally be waived.

NOVATRADE reserves the right to provide accurate transaction, account, service-delivery, contractual, and communication records to a payment provider, acquiring institution, bank, card network, or other party responsible for resolving a payment dispute.

See also: Complaints & Dispute Resolution Policy

34. Abuse of the Refund or Dispute Process

NOVATRADE may investigate patterns reasonably suggesting:

  • fraudulent refund requests
  • knowingly false payment disputes
  • repeated misuse of payment credentials
  • abusive chargeback activity
  • attempts to receive both the Service and an improper refund

Nothing in this section limits a customer's right to make a legitimate complaint, request a legitimate refund, or exercise lawful payment-dispute rights.

Where there is evidence of fraud or abuse, NOVATRADE may take reasonable measures consistent with the Terms & Conditions and applicable law.

35. Subscription Downgrades

Where a customer requests a downgrade to a lower plan or reduced service scope, the effective date and any price adjustment depend on the applicable subscription terms.

Unless otherwise agreed, a downgrade may take effect from the next billing period rather than retroactively changing a paid period that has already begun.

A downgrade does not automatically generate a refund for unused capacity during the current paid period.

36. Subscription Upgrades and Additional Services

Where a customer upgrades a subscription or adds users, modules, integrations, usage, or services, additional fees may apply.

Any immediate, prorated, or future billing treatment should be disclosed in the applicable order or subscription process.

This Policy does not independently authorize an undisclosed additional charge.

37. Implementation and Custom Services

Implementation, configuration, migration, integrations, training, and custom work may require NOVATRADE to allocate personnel and resources before completion.

Accordingly, fees corresponding to work already properly performed are generally non-refundable.

Where NOVATRADE cannot provide a paid implementation or custom service and cannot reasonably remedy or reschedule it, NOVATRADE will review the affected fees and provide an appropriate contractual remedy, which may include a refund where appropriate.

Specific project cancellation terms may be set out in an Order Form, Statement of Work, or other agreement.

See also: Service Delivery & Fulfillment Policy

38. Service Interruptions

A temporary interruption does not automatically entitle a customer to a full subscription refund.

Where the customer has a separate Service Level Agreement, any applicable service credits or remedies will be governed by that agreement.

Where NOVATRADE is unable to provide a material contracted paid service for a significant period and cannot reasonably remedy the problem, NOVATRADE will assess an appropriate remedy based on:

  • the affected service
  • duration
  • contractual commitments
  • impact
  • applicable agreement
  • applicable law

That remedy may include a service credit, partial refund, extension, or another commercially appropriate solution.

39. Termination by NOVATRADE

If NOVATRADE terminates a service without customer breach and before the end of a prepaid period, NOVATRADE will assess whether the customer is entitled to an appropriate refund or credit for the unused affected period.

If service is suspended or terminated because of:

  • material customer breach
  • fraud
  • unlawful use
  • prohibited activity
  • serious security risk
  • non-payment,

refund eligibility will depend on the applicable agreement, the circumstances, services already provided, and applicable law.

Termination does not eliminate payment obligations that properly arose before termination.

40. Data After Cancellation

Cancelling a subscription may affect access to the customer account and Customer Data.

Customers should export information they need to retain before the service ends where export functionality is available.

Data return, export, retention, and deletion are addressed separately in:

Cancellation of billing does not require NOVATRADE to retain Customer Data indefinitely.

41. Trials and Promotional Periods

If NOVATRADE offers a free trial, pilot, promotional subscription, discount, or credit, any specific conditions disclosed for that offer will apply.

NOVATRADE will not treat a free trial as authorization for undisclosed recurring charges.

Where a trial will convert into a paid recurring subscription, the applicable paid terms and recurring billing arrangement must be disclosed as part of the relevant ordering process.

A promotion does not create an entitlement to receive the same discount or terms after the promotional period ends.

42. Mandatory Rights

Nothing in this Policy excludes or limits rights that cannot lawfully be excluded or limited.

Although NOVATRADE services are intended for business customers, mandatory consumer or consumer-like protections may apply to a particular customer or transaction depending on:

  • the customer's legal status
  • the nature of the transaction
  • applicable law

Where such mandatory provisions apply, they prevail over inconsistent provisions of this Policy.

43. No Separate Consumer Waiver

A statement that NOVATRADE services are intended for B2B use does not by itself waive any mandatory legal protection that applies to a particular person under applicable law.

Where a statutory right of withdrawal, refund, conformity remedy, or other mandatory protection lawfully applies, NOVATRADE will handle the matter in accordance with the applicable legal requirements.

44. Billing Complaints

A customer may submit a billing complaint by email to:

[email protected]

The complaint should contain enough information to identify:

  • the customer
  • the affected service
  • the transaction or invoice
  • the issue
  • the requested resolution

NOVATRADE may ask for additional information where reasonably necessary.

Billing complaints will be reviewed without undue delay.

The general complaint procedure in the Terms & Conditions also applies.

See also: Complaints & Dispute Resolution Policy

45. Contact Before a Payment Dispute

If possible, customers should contact NOVATRADE before submitting a formal chargeback or external payment dispute.

This allows NOVATRADE to:

  • identify the transaction
  • verify the subscription
  • check cancellation status
  • identify duplicate charges
  • correct invoicing mistakes
  • initiate an eligible refund
  • explain a legitimate transaction

This request to contact NOVATRADE first is intended to facilitate faster problem resolution and does not restrict non-waivable dispute rights.

46. Contact Information

Questions concerning:

  • payments
  • invoices
  • subscriptions
  • renewals
  • cancellation
  • refunds
  • duplicate charges
  • incorrect charges
  • billing complaints

may be directed to:

NOVATRADE SOLUTIONS Sp. z o.o.

Hoża 86 lok. 410, 00-682 Warszawa, Poland

Email: [email protected]

Phone: +48 22 273 95 89

Company registration information is available on our Legal Notice page.

EMAIL
[email protected]
PHONE
+48 22 273 95 89

48. Changes to This Policy

NOVATRADE may update this Policy to reflect:

  • changes to billing processes
  • changes to the Service
  • changes to payment methods
  • legal requirements
  • operational changes
  • fraud-prevention or security requirements

The current version will be published on this page with its revision date.

Changes will not retroactively remove a refund or payment right that had already arisen before the change.

Material changes affecting an active contractual relationship will be handled in accordance with the applicable agreement and mandatory law.