Last updated: April 21, 2026
This Refund Policy explains when and how you can obtain a refund for your NovaDesk ITSM subscription. It forms part of our Terms of Service. The Service is operated by TDX TRANSFORMACION DIGITAL S.A.S., NIT 901.650.655-0, Calle 61 #56-51, Medellín, Colombia.
1. 14-Day Satisfaction Guarantee
If you are not satisfied with NovaDesk ITSM, you may request a full refund of your first paid invoice within 14 calendar days of the payment date. This guarantee applies once per customer, to the first upgrade from a Free plan or to the first purchased subscription. To request a refund, email billing@tdxcore.com from the email registered to your account and tell us why you're leaving — your feedback helps us improve.
2. Renewals
Renewal invoices (monthly or annual) are not refundable. You are responsible for canceling your subscription before the renewal date if you no longer want to be charged. You can cancel at any time from the billing page inside the app, or by emailing billing@tdxcore.com.
3. Annual Plans
Annual plans purchased upfront are eligible for the 14-day satisfaction guarantee described in Section 1. After 14 days, annual plans are non-refundable, and cancellation will take effect at the end of the paid period.
4. Downgrades and Cancellations
- Downgrades take effect at the end of the current billing period. No partial refund is issued for the unused portion of a higher tier.
- Cancellations stop future renewals. Your workspace remains active and accessible until the end of the paid period; after that it becomes read-only for 30 days so you can export your data.
5. Non-Refundable Items
The following are not eligible for refunds:
- Consumed AI Resolutions or any usage-based credits that have already been applied to tickets, messages, or automations.
- One-time onboarding or implementation fees once work has commenced.
- Add-ons (extra seats, custom integrations, premium support) after activation.
- Subscriptions canceled due to a breach of our Terms of Service.
6. Service Outages
If you experience a verified service outage that exceeds the uptime commitment stated in your plan, you may be entitled to service credits as described in the applicable order form. Service credits are issued as discounts on future invoices and are not refunded in cash.
7. Currency, Taxes, and Fees
Refunds are issued in the original currency of the transaction (USD) and via the original payment method. Where the payment was processed by a Merchant of Record (e.g., Paddle, Polar, Stripe), refunds are subject to the processor's policies and timing, typically 5–10 business days. Payment-processor fees, currency conversion fees, and taxes remitted to authorities are not refundable to TDX and therefore will not be refunded to you.
8. How to Request a Refund
- Email billing@tdxcore.com from the email registered on your account.
- Include your workspace name or ID and the invoice number or transaction reference.
- Briefly tell us the reason — this is optional but appreciated.
We acknowledge refund requests within 2 business days and complete approved refunds within 10 business days of approval.
9. Chargebacks
If you believe a charge is incorrect, please contact us first — we resolve the vast majority of issues within 48 hours. Filing a chargeback without contacting us may result in the suspension of your account until the dispute is resolved.
10. Changes to This Policy
We may update this Refund Policy from time to time. Material changes will be announced at least 30 days in advance and will not apply retroactively to payments made before the change.
11. Contact
Billing questions: billing@tdxcore.com. General questions: hello@tdxcore.com.