Legal
Last updated: August 21, 2026
Your NovraScale engagement runs twelve months, and you own everything we built for you from Day 1. If we miss two months running on what we signed up for, you end it with no further obligation. This page explains, in plain language, how cancellation and refunds work. It summarizes and is governed by our Terms of Service, Sections 5–7. If anything here and the Terms ever differ, the Terms control.
To cancel your monthly management, email us at legal@novrascale.com. That is the whole process, and what it costs depends on where you are in your twelve-month commitment. Section 9 has the numbers. Cancelling is as easy as signing up; we will never make you sit through a retention call, wait on hold, or jump through extra steps to leave. We confirm every cancellation in writing.
Inside your twelve-month commitment, when you can end it and what it costs are governed by the Performance Exit. Miss two consecutive months of your signed scope and you leave with no further obligation. Leave early for another reason and you owe the unrecovered part of the build we waived, one twelfth per completed month, never the balance of the term. After the term, cancellation takes effect at the end of your current billing cycle: give notice before your next renewal date and you will not be charged again. There is no advance-notice window and no retention gauntlet, in or out of term.
We do not pro-rate partial months. When you cancel, your service stays fully active through the end of the billing cycle you have already paid for, and that final month’s service fee is not refunded.
For 14 days after your cancellation takes effect, we help you move to whatever is next (data export, DNS handover, and access transfer) at no extra cost. This matches the Performance Exit commitment in Terms Section 5, Layer 4.
Your domain, your website (including a full export of the site as built), your content, your analytics and your Google Business Profile are yours and keep working when you leave. You own all of it from Day 1. We hold the credentials so we can run it, we hand them over at launch, and you can have them sooner any time you ask.
Your data, any Tuesday. Ask in writing and within ten business days you get a complete export: contacts with their tags and consent status, your call, message and email history, call recordings and summaries, your pipeline and appointments, form submissions, and your reports. No charge, and you do not have to be leaving to ask.
What you do not get is the software we run it on. NovraScale One is ours, licensed to you while you are with us. Where we operate a CRM or phone system for you under our own account with a vendor, that account stays ours. Everything inside it is yours and comes to you in the export above. If you want to keep using the same platform, you sign up with that vendor directly and we hand you the data to load in. We would rather tell you that here than have you discover it on the way out. (Terms Section 5, Layer 3; Section 8.) Managed sites carry a “Powered by the NovraScale One Platform” footer badge only while under management; it is removed the day you offboard.
The one-time activation fee is non-refundable, with two exceptions from our Ship-Date guarantee: (a) if we ran past our 28-day ship window, any credit that accrued under the Ship-Date guarantee is honored; and (b) if we ran past the 10-business-day ($500) credit cap, you may walk away with a refund of any scope we had not yet built. Full mechanics: Terms Section 5, Layer 2, and Section 7.
Outside the Ship-Date guarantee above, refunds are not standard and are handled case by case. Monthly service fees already paid for your final billing cycle are non-refundable.
If you end the build before it goes live (for reasons other than our material breach), the activation fee and any monthly service fees you have already paid are non-refundable. Those months were not idle: there is no separate build fee, so the build itself is what the monthly pays for, and it was being done. The Build-Right and Ship-Date guarantees stop running for any period after you cancel. Any Ship-Date credit that already accrued is still owed. No Build Value is owed: that recovery attaches at launch, not at signing, because nothing has been delivered to recover. (Terms Section 6.)
Finish the term and this is zero. You never pay for the build. We front it and recover it across your twelve payments, so completing the term costs you nothing beyond the monthly you already agreed to.
If we are the ones who failed, it is also zero. Miss two consecutive months of what your signed scope says we deliver and you end it owing nothing, whatever month you are in.
If you leave early for any other reason, you pay back only the part of the build we waived that has not yet been earned off. One twelfth comes off every completed month. It never accelerates, and it reaches zero at month twelve.
| Months completed | Amount owed |
|---|---|
| 1 | $4,400 |
| 2 | $4,000 |
| 3 | $3,600 |
| 4 | $3,200 |
| 5 | $2,800 |
| 6 | $2,400 |
| 7 | $2,000 |
| 8 | $1,600 |
| 9 | $1,200 |
| 10 | $800 |
| 11 | $400 |
| 12 | $0 |
Worked example: the build we waive is valued at $4,800. Leave after six completed months and half of it has been earned off, so $2,400 remains. You keep the site, the domain, the content and the data either way. Ownership was yours from Day 1. Full mechanics: Terms Section 5, Layer 4.
Your plan runs for a twelve-month term and then renews month to month until you cancel. Your price and billing interval are set out in your proposal and agreement. After the term you can stop any time using the method above. Inside the term, see Section 9 above and the Performance Exit in Terms Section 5.
Email legal@novrascale.com. This page is a plain-language summary; the binding terms live in our Terms of Service, Sections 5–7.