Refunds & Cancellation

Last updated 13 October 2026

This policy explains how to cancel a subscription and when you can get a refund. It is part of our Terms of Use. It does not limit any rights you have under consumer law, such as the New Zealand Consumer Guarantees Act 1993, the Australian Consumer Law or EU and UK consumer law.

How a purchase is refunded depends on where you bought it.

Purchases in the iPhone, iPad or Mac app (App Store)

Apple takes payment for purchases made in the app on Apple devices, so Apple decides on and issues refunds. We cannot refund App Store purchases ourselves.

• Request a refund: go to reportaproblem.apple.com, sign in with your Apple Account, and choose the purchase.
• Cancel a subscription: open Settings › [your name] › Subscriptions on your iPhone or iPad, or use apps.apple.com/account/subscriptions.

Purchases in the Android app (Google Play)

Google takes payment for purchases made in the app on Android, so refunds follow Google Play's refund policy.

• Request a refund: go to play.google.com/store/account/orderhistory, choose the purchase, and select Request a refund. Google may refund automatically within 48 hours of purchase. After that, you can also email us and we will help where Google allows.
• Cancel a subscription: open Google Play › Profile › Payments & subscriptions › Subscriptions, or use play.google.com/store/account/subscriptions.

Purchases on the web (novelgpt.app)

When purchases on the web are available, payments are processed for us by Stripe. We decide on and issue refunds for these purchases.

14-day refund for unused purchases

You can get a full refund within 14 days of a web purchase if you have not used it:

• Credit packs: none of the pack's credits have been used.
• Subscriptions (first payment or a renewal): none of the credits for that billing period have been used.

If you have used some credits, we are not required to refund the purchase. We will still look at every request fairly, and we will always refund if something went wrong on our side (for example, you were charged twice, or a technical fault stopped you from using what you paid for).

Cancelling a web subscription

• You can cancel at any time, using the link in your receipt email or by emailing us.
• Cancelling stops future renewals. Your plan stays active, with its credits, until the end of the period you already paid for. Partly used periods are not refunded, except as described above or where the law requires.
• We remind you before a yearly subscription renews.

EU and UK customers

You have a legal right to withdraw from an online purchase within 14 days. For digital content and services that start straight away, such as credits, you agree at checkout that we begin immediately, and you acknowledge that you lose the right to withdraw once you start using the credits. Our 14-day refund for unused purchases gives you at least the same protection.

How to ask for a refund

Email support@novelgpt.app from the email address on your receipt, and include:

• the receipt or order number;
• the Account ID shown in Settings › Account;
• the reason (optional, but it helps us improve).

We reply within 5 business days. Approved refunds go back to your original payment method and usually arrive within 5–10 business days, depending on your bank.

What happens to credits after a refund

When a purchase is refunded by us, Apple or Google:

• Credit pack: its credits are removed from your balance. If some were already used, your balance may go below zero until new credits cover it.
• Subscription: your plan returns to Free and the plan's remaining credits for that period are removed. Credits from packs you bought separately are not affected.

Chargebacks

If you think a charge is wrong, please email us first: we can usually fix it faster than your bank. If a payment is reversed through a chargeback, we may remove the related credits and pause purchases on the account while it is resolved.

Faults and statutory rights

If the Service is faulty or not as described, you may be entitled to a repair, a re-supply or a refund under consumer law, whatever this policy says. Email support@novelgpt.app and we will put it right.

Contact

New Version Limited, New Zealand · support@novelgpt.app