Refund & Digital Delivery Policy

1. Digital delivery

All products on NOVE HUB are digital (templates, documents, spreadsheets, design resources). They are not physical goods and are not shipped.

After your payment is confirmed:

• Your order status is updated to paid.
• You gain access to your download or product link from your account.
• Delivery is typically within a few hours during business hours.

2. Payment confirmation

Payments are collected via mobile money (MTN or Airtel). To have your order confirmed:

• Send payment to one of the numbers shown on your order page.
• Use your order reference (starts with NH-) as the payment reason.
• Send the payment confirmation to the same number.

Orders are marked paid only after NOVE HUB verifies the payment. Orders paid without a reference may be difficult to match and delayed.

3. Refund eligibility

Because products are digital and delivered instantly upon confirmation, refunds are limited. We will issue a refund in the following cases:

• You paid for a product but never received access.
• The delivered file is corrupted or unusable, and we cannot fix it.
• You were charged twice for the same order.
• The product materially differs from its description.

4. Refund non-eligibility

We do not refund:

• After the file has been downloaded and works as described.
• Because you changed your mind after downloading.
• Because the product does not match a use case not described on the product page.

5. How to request a refund

To request a refund, contact us within 7 days of your order with:

• Your order reference (starts with NH-)
• Proof of payment
• Reason for the request

We aim to respond to refund requests within 3 working days.

6. Refund method

Approved refunds are sent back via the same mobile money number used for payment, unless we agree otherwise with you.

7. Contact

To request a refund or ask a question, contact us.