Refund and Cancellation Policy

Nova Health Lda - Life Sciences Consulting, Business Development and Training. Last updated: May 2026.

1. Overview

Nova Health Lda provides consulting services, training products, and educational content. This Refund and Cancellation Policy outlines the terms governing refunds, cancellations, and billing disputes across our service offerings.

2. Consulting Services - Project-Based

2.1 Deliverable and Milestone-Based Projects

No refunds are issued for completed work or delivered milestones. Once a deliverable or milestone is finalized and delivered, payment is non-refundable.

2.2 Cancellation Before Delivery

If a project is cancelled before completion, payment for all work completed to date remains due. For time-based work not yet completed, a pro-rata refund may be issued based on hours remaining and the agreed daily or hourly rate. Written notice must be provided to info@novahealth.pro. Early termination may incur a cancellation fee, typically equivalent to 2 weeks' service fees unless otherwise specified in the Statement of Work. Refunds for cancelled projects will be calculated and processed within 14 days of cancellation.

2.3 Force Majeure and Service Interruption

If Nova Health Lda cannot deliver services due to force majeure events such as natural disaster, pandemic, or legal prohibition, we will discuss alternative delivery methods or timelines, offer a pro-rata refund or service credit if the project cannot be completed, and make good-faith efforts to resume services. If the client cannot receive services due to force majeure, payments for future periods may be suspended or refunded at our discretion.

3. Consulting Services - Retainers

Retainer agreements provide ongoing support and availability for a fixed monthly or quarterly fee. Retainers may be cancelled with 30 days' written notice to info@novahealth.pro. Cancellation takes effect at the end of the current billing cycle or notice period, whichever is later. No refund is issued for the current billing period, even if cancelled mid-cycle. Unused hours or allocation do not roll over and no credit is issued.

Early cancellation without 30 days' notice may incur a termination fee equivalent to one month's retainer fee unless otherwise specified. You may request temporary suspension of a retainer for up to 3 months without triggering early termination fees, with normal fees applying upon reactivation. Cancellation is final termination and no resumption option is included.

4. Training Products and Online Courses

No refunds are issued for online courses, training modules, or educational content once access is granted except where noted in this policy.

If you purchase a course and begin access but complete fewer than 10% of the content within 14 days of purchase, you may request a full refund by emailing info@novahealth.pro within 14 days. Proof of limited access will be reviewed before approval. If a course is technically defective and cannot be remedied within 7 days, a full refund or alternative course credit may be issued. Report technical issues immediately at support@novahealth.pro.

EU consumers may withdraw within 14 days of purchase for any reason, provided the course has not been substantially accessed beyond 10% of content. To exercise this right, email info@novahealth.pro within 14 days with "Course Withdrawal" in the subject line. Refunds will be processed within 14 days of receipt.

If you have completed more than 10% of course content, completed assessments, or obtained certificates or credentials, the course is considered substantially accessed and no refund will be issued. Bundle refunds requested within 14 days are limited to the pro-rata cost of the single course, and the bundle discount is forfeited for refunded courses.

5. Training Product Subscriptions

If you have a recurring subscription for training content, you may cancel at any time through Subscription Settings or by contacting Nova Health. Cancellation takes effect at the end of the current billing cycle, not immediately, and no refund is issued for the current period. Subscriptions may be reactivated by purchasing a new subscription or contacting info@novahealth.pro.

Deleting your account does not automatically cancel your subscription. You must cancel separately before deletion. Upon account deletion, course access and learning data are removed within 30 days, no refund is issued for the remaining subscription period, and previously earned certificates or credentials are no longer accessible.

6. Webinars and Live Events

For paid webinars or live events, cancellation more than 7 days before the event receives a full refund, cancellation 3 to 7 days before receives a 50% refund, and cancellation less than 3 days before receives no refund. No refunds are issued after the event occurs. Recorded sessions, if available, remain accessible with your subscription. If Nova Health Lda cancels the event, a full refund or credit is issued. Free webinars do not involve payment and this refund policy does not apply.

7. Billing Errors and Disputed Charges

If you believe you have been charged incorrectly or in error, contact Nova Health Lda within 30 days of the transaction. Charges reported after 30 days cannot be investigated or reversed. Report errors to info@novahealth.pro with the subject "Billing Error" and include your name, account email, transaction date and amount, error description, and evidence if applicable.

After receiving a billing error report, we will complete an initial review within 5 business days, investigate over 5 to 10 business days where needed, notify you of findings and proposed resolution in writing, and remedy confirmed errors through refund, service credit, access extension, or account correction. Please contact us directly before initiating a chargeback. Chargebacks may result in temporary account suspension pending resolution, and we reserve the right to pursue recovery of disputed amounts if a chargeback is invalid.

Double charges will be investigated and duplicate payments refunded within 14 days. Incorrect amounts will be reconciled, with overcharges refunded and undercharges invoiced or added to future bills. Failed payments may lead to notification, a chance to update payment method, and service suspension if payment is outstanding for more than 7 days.

8. Payments and Payment Methods

Accepted payment methods include bank transfer, SEPA, international wire, invoicing, credit card, PayPal, and Stripe. Project and consulting payment terms are specified in the SOW, commonly 50% deposit and 50% on completion or net 30. Training products are due upon purchase. Retainers are paid monthly or quarterly in advance. Invoices are due by the specified due date, typically net 30.

If payment is late, a reminder will be issued, interest will accrue at 10% per annum or the maximum permitted by law, services may be suspended, and collection costs and legal fees may be charged to the client.

9. Consumer Protection Rights

Nothing in this policy limits statutory consumer protection rights under applicable law. EU consumers retain the right to cancel digital products and services within 14 days of purchase under the Consumer Rights Directive where services have not been substantially performed, and rights to remedies for non-conforming services. Other jurisdictions may provide additional protections, and local law prevails if it provides greater consumer protection.

For unresolved consumer disputes, EU consumers may initiate mediation through national consumer authorities or online dispute resolution platforms such as https://ec.europa.eu/consumers/odr/. All consumers retain the right to pursue claims in local courts.

10. Contact and Support

For refund requests, cancellation inquiries, or billing disputes, contact Nova Health Lda at info@novahealth.pro. Website: www.novahealth.pro. NIPC: 518 699 145. Portugal. Initial response is expected within 2 business days, with full investigation and resolution within 10 business days.

11. Changes to This Policy

Nova Health Lda reserves the right to modify this Refund and Cancellation Policy at any time. Changes are effective upon posting to www.novahealth.pro. Continued use after changes constitutes acceptance. Material changes will be communicated by email where possible.

12. Governing Law

This Refund and Cancellation Policy is governed by the laws of Portugal. Refund disputes are subject to the Terms and Conditions and applicable Portuguese and EU consumer protection law.

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