Cancellation
Policy.

What you’re cancelling determines the rules:

• Project engagements (IT, web, creative, automation, AI). Mutual cancellation — either party requests, the other approves, billing settles on work performed plus a wind-down fee. Covered in §02-§06.
• Makerspace memberships (Creator, Pro Bench). Cancel anytime, no questions, no fees. All sales final on months already billed. Welcome-kit hardware is yours from purchase — keep it on cancel, no buyout. Covered in §07.
• Single-use makerspace items (day pass, print job, volume pack, workshop). Final sale once paid. Unused passes can be rescheduled within the validity window but not refunded. Covered in §08.
• Hardware purchases. 14-day unopened return for full refund; defective goods replaced or refunded. Governed by the Terms of Service §17.

Once a proposal is accepted or signed, neither party ends the engagement unilaterally. Cancellation is a two-step workflow: one party requests in writing with a brief reason, the other party approves, and only then does work pause and billing settle. Until that approval is recorded, the project continues on its agreed schedule.

This protects both sides — the client stays accountable for work already in motion, and NovoCreation can’t walk away silently from a commitment. It also keeps the engagement out of limbo while the conversation happens.

Either party can initiate a cancellation request while an engagement is active.

• Client-initiated. Request from your client portal under Need to end this engagement?, or email your point of contact directly.
• Studio-initiated. We notify you in writing with the reason and any proposed transition options.

A short written reason is required — blank requests are not accepted. Submitting a request does not pause work on its own; it opens a response window. NovoCreation aims to respond to client-initiated requests within two business days; we ask clients to respond to studio-initiated requests within five business days so the project doesn’t sit unanswered.

Once a cancellation is approved, the engagement settles as follows:

• All accrued fees for work performed up to the cancellation date become immediately due and payable.
• The 50% deposit is non-refundable. Additional payments against completed milestones are non-refundable.
• For client-initiated cancellation-for-convenience, a wind-down fee of up to 20% of the unearned contract value applies, covering committed team capacity and pass-through third-party costs already incurred.
• For cancellation-for-cause (material uncured breach after 15-day notice per Terms §14), the wind-down fee is waived for the non-breaching party.
• Monthly recurring services (managed IT) are billed through the end of the notice period; pro-rated refunds are not issued for partial months.

On cancellation:

• Work in progress is delivered as-is, in whatever state it exists at the cancellation date, without warranty on incomplete portions.
• Intellectual property transfers only for deliverables for which full payment has been received, per Terms §05. Unpaid partial work remains NovoCreation’s property until paid.
• Client-portal access is retained for 60 days after cancellation so you can download deliverables and invoices. Past 60 days, access is revoked unless a separate retention arrangement is in place.
• Admin credentials, API keys, and infrastructure access handed over during the engagement are rotated on cancellation if NovoCreation continues to have ambient access we no longer need.

If the engagement just needs to slow down — you’re waiting on internal approvals, leadership changes, or budget timing — talk to us. A pause is often a better fit than a cancellation:

• Paused engagements can resume where they left off without re-scoping, typically within 90 days.
• No wind-down fee applies; you just stop incurring new hours during the pause.
• Third-party pass-throughs that keep running (hosting, subscriptions) continue to bill at cost.

After 90 days a paused engagement is treated as cancelled unless we mutually extend the pause in writing.

Memberships are month-to-month and run on a simple, no-friction cancel posture. We don’t want to hold anyone who doesn’t want to be here.

• Cancel anytime, no questions. Email [email protected] or cancel from your portal. No exit interview, no retention pitch, no cooling-off period.
• No cancellation fees, no hidden fees. We don’t charge to leave. The only exit obligation is settling amounts already due for months already billed.
• All sales final. Membership fees for months already started are non-refundable, including the current month at the time you cancel. If you cancel on day 25 of a billing cycle, you keep access for the remaining 5 days; we don’t pro-rate back.
• Cancellation takes effect at the end of the current billing cycle. No further charges after that date. No month-ahead notice required.

• Accrued hours and credits. Unused lab hours on a Creator membership do not roll over past cancellation; they expire with the membership. Unused Snapmaker project credits, filament credits, and resin credits remain valid for 12 months from their original issue date per the Terms of Service §17, even after cancellation.
• Workshops and bookings. Already-scheduled workshops or bench reservations can be honored after cancellation if they fall within the already-billed cycle. Otherwise they’re released back to the queue.
• Re-joining.You can re-start a membership later at the then-current price. We don’t punish returns with an “ex-member” surcharge or restoration fee.

Single-use makerspace passes are final sale. Once paid, the purchase is committed:

• Day Pass.Valid for the date chosen at checkout. If you can’t make it, we’ll reschedule once within 30 days of the original date at no charge. No-shows after the reschedule window forfeit the pass.
• Print Job.Valid for 14 days from purchase to submit the design file. If we can’t complete the job for reasons on our end (machine down, material unavailable beyond our ordering window), we refund in full. If the design is rejected per the Acceptable Use Policy, we refund in full.
• Volume Pack. 5 hours of bundled print time, valid for 14 days from start date. Unused hours expire at the end of the window; no refund for partial use.
• Workshop. Reschedule up to 48 hours before the session at no charge. Inside 48 hours, no refund or reschedule unless we cancel the session on our end (instructor unavailability, equipment down), in which case full refund.

Add-ons (filament, resin, board purchases) attached to a single-use pass follow the hardware return policy in Terms §17.

The pre-launch Founders Campaign carries a refund guarantee that overrides the “all-sales-final” rule for membership tiers in §07 and the “final-sale” rule for single-use passes in §08, for the specific case of the lab missing its open date.

Trigger. If the NovoCreation Makerspace is not operating by October 31, 2026 — thirty days past the targeted September 30, 2026 opening — every Day Zero, Bench, and Studio Founder pass purchased through the campaign is automatically refunded in full.

Mechanic.Refunds process automatically after the deadline. Every eligible founder pass is refunded in full to the original payment method. No customer action required. No support ticket. You’ll never receive a duplicate refund — the system is built so reruns are safe.

Timing.Refunds process the same week the deadline passes. Funds arrive on the original card in 5 to 10 business days depending on the cardholder bank. The original charge stays on your statement alongside the refund — that’s standard processor behavior.

What this guarantee does not cover. Manual cancellation requests outside the campaign trigger (e.g., a founder who wants to back out individually before the deadline) follow the standard mechanics in §07 / §08 / Terms §17. The guarantee covers only the deadline-miss case.

If the lab opens on time. The moment the Makerspace opens, this guarantee no longer applies. Founders keep their perks; no automatic refund fires.

We strongly prefer to resolve billing questions directly before a chargeback. If you have a billing concern, email [email protected] and we’ll investigate within two business days.

A chargeback filed without prior contact is treated as an end of the engagement effective the date of the dispute. Outstanding deliverables are suspended, portal access is paused pending resolution, and any re-engagement after a chargeback requires prepayment plus a reconciliation of the disputed amount.

• Project engagement (IT, web, creative, automation, AI): Request from the client portal under Need to end this engagement?, or email your point of contact. Include a brief reason.
• Makerspace membership (Creator, Pro Bench): Email [email protected] from the address on your account. Include whether you want to buy out any welcome-kit hardware or leave it at the lab.
• Single-use pass: Reschedule requests go to [email protected] within the applicable window.
• Hardware return: 14-day unopened return process — email [email protected] with order details.

This policy may be updated periodically. Changes take effect on the date we post a new version and apply prospectively to new engagements and new membership cycles. Existing commitments run out on the version in effect when they were accepted.

For material changes affecting active memberships, we’ll notify account holders by email at least 30 days before the new version takes effect, with an option to cancel under the old version during that window.