Refund & Cancellation Policy
Last updated: September 29, 2026
This Refund & Cancellation Policy explains the circumstances in which NOVA ("we", "us", "our") may provide refunds, credits, or cancellations for products and services purchased through our website.
1. Subscription Services
NOVA may offer subscription-based services, including TV, entertainment, broadband, mobile, and related services.
When you subscribe to a service, you agree to the applicable pricing, billing cycle, minimum contract period, and service terms displayed during the purchase process.
2. Cancellation
You may request cancellation of a subscription by contacting NOVA through the available customer-support channels.
Cancellation may become effective:
Immediately, where permitted by the applicable service terms; or
At the end of the current billing period.
If a minimum contract period applies, additional cancellation charges may apply where permitted by applicable law and the applicable service agreement.
3. Refunds
Unless otherwise stated at the time of purchase or required by applicable law, subscription fees that have already been paid are generally non-refundable.
Where a refund is approved, it may be issued to the original payment method used for the transaction.
Refund processing times may depend on the payment provider or financial institution.
4. Duplicate or Incorrect Charges
If you believe you have been charged incorrectly or more than once for the same service, contact customer support as soon as possible.
We may investigate the transaction and, where appropriate, issue a correction, credit, or refund.
5. Service Problems
If a service is unavailable, interrupted, or does not operate as expected, contact our customer-support team.
Depending on the circumstances and applicable service terms, we may provide a service credit, partial refund, replacement service, or other appropriate remedy.
6. Failed Payments
If a payment fails, we may attempt to process the payment again or ask you to provide an alternative payment method.
Continued failure to make required payments may result in suspension or cancellation of the relevant service, subject to applicable law and your service agreement.
7. Promotional Offers
Promotional offers may have separate eligibility requirements, expiration dates, minimum contract periods, or cancellation conditions.
The specific terms displayed with an offer will apply where they differ from this general policy.
8. Refund Exceptions
Nothing in this policy limits any mandatory refund, cancellation, cooling-off, consumer-protection, or other statutory rights that apply to you under the laws applicable to your purchase.
9. How to Request a Refund
To request a refund or raise a billing issue, contact NOVA through our Contact or Help Centre pages.
Please include:
Your name
Account information
Order or subscription reference
Date of purchase
Description of the issue
Reason for the refund request
We may request additional information to verify the account and transaction.
10. Policy Changes
We may update this Refund & Cancellation Policy from time to time. Any changes will be posted on this page with an updated date.