Refund policy
Last updated: 19 May 2026.
Nova Insight charges for two product shapes: monthly subscriptions (Pulse) and one-shot audits (Website Audit, Digital Footprint Audit, EAA Compliance, AI & Agent Readiness, Privacy & Cookie). Each has a different refund shape. This page is binding for any purchase made on or after the date above.
Monthly subscriptions
Pulse is billed monthly. You can cancel at any time from your dashboard, and we will not bill you again. If you cancel within 30 days of your first charge on a new subscription, we'll refund that first month's payment in full — no questions, no exit interview required.
After the first 30 days, monthly charges are non-refundable, but you can cancel anytime to stop future billing. Annual prepay purchases (where offered) are non-refundable after 30 days; we will not pro-rate a partial year.
One-shot audits
One-shot audits (Website Audit, Digital Footprint Audit, and the specialty audits listed above) are non-refundable once delivered. The audit is a service that consumes real compute, LLM inference, and reviewer time the moment you place the order; we cannot un-spend that work after the fact.
What we do commit to: if the delivered audit has a material quality defect, we will re-run it for free within 14 days of delivery, on the same target URL, incorporating whatever specific feedback you raise. A material quality defect means:
- Empty or broken sections in the PDF.
- Findings that cite the wrong site, wrong page, or wrong technology.
- Scores or claims that are demonstrably contradicted by evidence we can verify together.
- Failures of the audit infrastructure itself — capture errors, rendering errors, or pipeline crashes that produced a degraded deliverable.
A material defect is not a disagreement about a recommendation, a preference for different prose tone, or a request to audit a different URL than the one originally submitted. Those we'll happily discuss, but they don't trigger a free re-run.
To request a quality re-run, email hello@novainsight.ke within 14 days of delivery with the audit slug and a description of the defect. We acknowledge within one working day and deliver the re-run within five working days where the issue is reproducible on our end.
Failed audits we never delivered
If you paid for an audit that we never completed — for example, the target site blocked our crawler and we could not finish the run — we refund the full purchase amount within 5 working days. You don't need to ask: our pipeline flags undeliverable audits automatically and our team initiates the refund. If you spot one we missed, the email address above reaches a human.
Chargebacks
If you raise a chargeback through your card issuer or bank without contacting us first, we will respond with the evidence of work delivered (audit PDF, processing logs, delivery timestamps). We'd much rather sort it directly with you — please email us first if something feels wrong.
How to reach us
For any refund or quality-related question: hello@novainsight.ke. We aim to reply within one working day, Monday to Friday, Nairobi / London office hours.
Nothing in this policy limits your statutory consumer rights under the Kenya Consumer Protection Act 2012 or, where it applies, the UK Consumer Rights Act 2015.