Refund policy

Last updated: 15 September 2026

1. Introduction

Lead Nova Solutions LTD ("Company", "we", "us" or "our") is committed to client satisfaction. This policy explains when refunds are available for services purchased from us, how to request one and how requests are processed.

It is written to comply with UK consumer protection law and the merchant rules of Visa, Mastercard and American Express, including the Visa Acquirer Monitoring Program (VAMP) requirements.

2. Our commitment

We aim to deliver high-quality IT consultancy and software support. If you are not satisfied, we will work with you to resolve the issue and, where appropriate, provide a refund on the terms below.

3. Refund eligibility

3.1 Consultation services

Paid consultation fees may be refunded if the consultation was not delivered as scheduled without prior notice from us, if you cancel at least 48 hours before the scheduled time, or if we are unable to provide the consultation as agreed. Completed consultations are generally non-refundable, as the time and expertise have been provided.

3.2 Project-based services

Refunds may be considered where we fail to deliver agreed milestones within the specified timeline without valid reason, where a deliverable does not substantially conform to the Service Agreement, or where you cancel before work has commenced (subject to any non-refundable deposit). Refunds are prorated based on work completed and expenses incurred.

3.3 Subscription and retainer services

• You may cancel at any time with 30 days' written notice
• Unused portions of prepaid services are refunded on a prorated basis
• Services delivered during the notice period are non-refundable
• Setup fees and onboarding costs are non-refundable

3.4 Software licences and third-party services

Licences, tools or services purchased on your behalf are subject to the provider's own refund policy and are generally non-refundable.

4. Non-refundable items

• Services fully rendered or substantially completed
• Custom development work that has been delivered and accepted
• Setup, onboarding and administrative fees
• Third-party software licences, subscriptions or services
• Travel and other expenses incurred on your behalf
• Services cancelled without the notice required by the Service Agreement

5. How to request a refund

Contact us as soon as possible by email at abraham@leadnova.site or support@leadnova.site, by phone on +44 7824 052800, or by post to 10 Cricket Close, Coventry, CV5 8PQ, United Kingdom. Include your name and contact details, the invoice number or transaction reference, the date of purchase or service, the reason for the request and any supporting documents.

We review requests within 5 to 7 business days and may contact you for further information.

6. Refund processing

If a refund is approved you will receive confirmation by email, and the refund will be issued to the original payment method within 5 to 10 business days of approval. Card refunds typically appear within 5 to 10 business days depending on your card issuer; bank transfers within 5 to 7 business days.

Partial refunds may be approved where services were partly completed at the time of cancellation, where expenses were already incurred on your behalf, or for prorated subscription periods. We will explain the calculation before processing.

7. Dispute resolution

If you disagree with a refund decision, please contact us to discuss it. We are committed to resolving disputes fairly. If a resolution cannot be reached, you may contact your card issuer to dispute the charge, seek independent mediation, or pursue legal remedies under UK law.

8. Chargebacks

Please contact us before initiating a chargeback with your card issuer. Chargebacks should be a last resort. If a chargeback is raised we will respond with evidence of services rendered and communications, ongoing services may be suspended pending resolution, and if the chargeback is decided in our favour you may be responsible for associated fees.

9. Changes to services or pricing

If we need to change the scope, pricing or terms of services after you have paid, we will notify you immediately. You may accept the change or request a full refund for services not yet rendered. Work completed before the change is billed at the agreed rate.

10. Force majeure

We are not liable for failure to deliver services due to circumstances beyond our reasonable control. In such cases we will work with you to reschedule or provide a prorated refund for services that cannot be delivered.

11. Payment gateway and compliance

Payments are processed through secure, PCI-DSS compliant gateways. Card charges appear on your statement as PIX*Leadnova. Our refund practices comply with VAMP requirements, Mastercard and American Express merchant rules, UK consumer protection law and UK GDPR.

12. Changes to this policy

We may update this policy from time to time. Changes take effect when posted here. For significant changes we will notify you by email or a prominent notice on the website.

13. Contact

For questions about this policy or to request a refund:

Lead Nova Solutions LTD
Company number 16650625
10 Cricket Close, Coventry, CV5 8PQ, United Kingdom
Email: abraham@leadnova.site
Support: support@leadnova.site
Phone: +44 7824 052800

14. Governing law

This policy is governed by the laws of England and Wales. Disputes arising from refund requests are subject to the exclusive jurisdiction of the courts of England and Wales.