Refund policy
Last updated: November 2, 2026
In short
- If your parent or grandparent hasn't answered your first question within 30 days from your order, you get every cent back.
- Or ask within 30 days from your order, for any reason at all, and you get every cent back.
- A printed book is made for your family, so it can't be returned once it is printed. If it arrives damaged or wrong, we send you a new one for free.
Our 30-day promise
Email us within 30 days of your order date and we refund the whole order, including any printed book that has not gone to print yet.
You don't need to give a reason. If the reason is that your parent or grandparent hasn't answered your first question, that counts, and so does any other reason.
One payment, no subscription
You pay once. There is no subscription, and nothing renews or charges your card again.
Printed books
Every printed book is made to order for your family. Once a book has gone to print, it can't be returned. If you ask for your money back after that, we refund everything except the printed books: the difference between the price you paid and our digital-only price.
If a book arrives damaged, misprinted, or is not the book you ordered, email us within 30 days of receiving it, with a photo. We print and send you a new copy at no cost.
How to ask for a refund
Email support@getnovavo.com from the email address you bought with, and include your order number. We answer within one business day.
The money goes back to the card or payment method you paid with. Your bank may take a few business days to show it.
What happens to your account after a refund
A refund ends your paid plan. Your NOVAVO account stays open and we delete nothing. Every recording stays, and you can still listen to every story and use "Download everything" for free.
If you live in the EU, the EEA, the UK or Norway
The law gives you the right to cancel an online order within 14 days, without giving a reason. Our 30-day promise covers that right and goes further. For 30 days, you get the full price back, even if you have already started using the app.
The 14-day right does not cover a printed book once it has gone to print, because it is made to your family's order.
To use your right, email us within 30 days of your order and say that you want to cancel your order.
Orders from our earlier range
If you bought a kit, a voice recorder, prompt cards or another item we sold before the NOVAVO app, email us with your order number. We will sort it out under the terms that applied when you bought.
Your rights where you live
Nothing in this policy takes away a right you have under the consumer law of the country where you live.
Questions
Email support@getnovavo.com. NOVAVO is run by Evjen Legacy AS (org. no. 937 650 701), Snarefjellet 96, 1481 Hagan, Norway.