Refund and Cancellation Policy
This policy explains how our consulting services are delivered, how you can cancel or reschedule, and when you get your money back. It forms part of our Terms of Service. All amounts are in US dollars (USD) and are paid through Stripe, our payment processor.
1. How our services are delivered
We sell services, not goods. Nothing is shipped. Every service is delivered remotely:
| Service | How and when it is delivered |
|---|---|
| Free introductory call | A 15-minute phone or video call, at a time we agree. No payment is taken. |
| Strategy session | A 60-minute video or phone call, usually within 3 business days of payment, and a written summary by email within 1 business day after it. |
| Property review | A written report by email, usually within 5 business days of payment and of receiving the property details we ask for, then a 30-minute call to go through it. |
| Purchase guidance | 30 days from payment, by video call, phone and email, with each property review delivered on the timing above. |
Your quote states the timing for your engagement. We confirm each booking, and send each report, by email to the address you gave us.
2. Cancelling or rescheduling a call
- At least 24 hours before the call: you can cancel for a full refund, or move it to another time at no charge.
- Less than 24 hours before, or if you miss it: the fee is not refunded, but we will offer you one new time at no charge.
- If we need to move a call, we will offer you a new time, and if none suits you, a full refund.
3. Cancelling a property review
- Before we start work: a full refund.
- After we start, but before the report is delivered: a refund of half the fee.
- After the report is delivered: no refund, except as set out in section 5.
We tell you by email when we start work.
4. Cancelling purchase guidance
- Within 7 days of payment, if no session or review has been delivered yet: a full refund.
- After that: a refund of the share of the fee for the days left in the 30-day period, less the part of the fee for any session or review already delivered, as itemised in your quote.
5. If something is wrong
If a report contains a factual error, tell us within 14 days of receiving it and we will correct it at no charge. If we cannot deliver a service you have paid for, or we find after you pay that your request is outside what we do, we refund it in full. If you are unhappy for another reason, contact us and we will try to put it right, which may include a partial or full refund.
6. How refunds are paid
To ask for a refund, email [email protected] or call (307) 218-8725. Approved refunds are made to the card you paid with, through Stripe, within 5 business days of approval. Your bank may take a further 5 to 10 business days to show it. We do not charge any fee for cancelling or for a refund.
7. Disputes
Please contact us first if you have a problem with a charge; most things can be resolved quickly. This does not affect your right to dispute a charge with your card issuer.
8. Contact
NovoTract Holdings LLC, doing business as NovoTract Consulting
Email: [email protected]
Phone: (307) 218-8725