1. The short version
Nova Visuals is digital software. Once you activate your key, the product has been delivered and the sale is final. Before you activate it — or if something on our side is broken — we will make it right.
Whatever the situation, email us first at [email protected]. We reply within 24 hours and we would much rather fix your problem than argue about it.
2. When we refund you
- You were charged twice. If a payment went through more than once, we refund the duplicate in full, no questions asked.
- You never got what you paid for. If your key or subscription was not activated within 24 hours of payment because of a problem on our side that we could not fix, you get a full refund.
- You haven't activated it yet. If you bought a plan and have not yet redeemed your activation key, email us and we will cancel the order and refund you in full.
3. When we can't refund you
- You already activated your key and used Nova Visuals. The software has been delivered, and we cannot take it back.
- Your account was suspended for breaking our Terms of Service.
- You were banned by a Minecraft server. Each server sets its own rules about client mods — please check them before you buy. That decision is not ours and is not grounds for a refund.
- You changed your mind after using the product, or your computer cannot run Minecraft well. Nova Visuals improves performance for most players, but we cannot guarantee any specific frame rate on any specific machine.
4. If you are in the EU or the UK
Consumers in the EU and the UK normally have 14 days to withdraw from a purchase of digital content. That right ends once delivery begins with your express consent — which is why the checkout asks you to confirm that you want access immediately and that you understand you lose the right to withdraw when your key is activated.
If you have not activated your key, the 14-day right still applies: email us within 14 days of the purchase and we will cancel the order and refund you in full, no reason needed.
5. How to request a refund
Email [email protected] with:
- Your Nova Visuals username;
- The date and amount of the payment;
- What went wrong, plus a screenshot of your receipt if you have one.
We review every request within 5 business days. If it's approved, the money goes back to the original payment method. Your bank typically posts it within 5–10 business days.
6. Before you file a chargeback
Please talk to us first. A chargeback locks the account and takes weeks to resolve for everyone involved — an email to us usually takes a day. If we owe you a refund, you will get it.
