Refund & Cancellation Policy

Nature of the service

A NovexQ song request is a digital service that is delivered when your song is added to the venue's queue and played. Because the service is rendered almost immediately, requests generally cannot be cancelled once payment is confirmed.

When you are entitled to a refund

A paid request that is skipped or never plays is refunded in full by Novex, whatever the reason. For example:

• You were charged but the song was not added to the queue because of a technical error;
• The song was skipped at the venue, before it started or part-way through;
• The venue closed, its equipment failed, or the track was unavailable, so the song never played.

We will also refund you if you were charged more than once for the same request.

A request that has played is not refunded.

How to request a refund

Contact us with your receipt number (shown on the confirmation screen: NVX and 12 letters and digits, for example NVXMH4Q2Z7K1AB3, or DJQ and 11 for a request to the DJ), the venue name, and the date and time. See the Contact page for how to reach us.

How refunds are processed

Approved refunds are made within 7 days, to your original payment method through our payment partner, CCAvenue. The money typically reaches your account in 5–7 working days, though your bank may take additional time to reflect the credit. We do not charge a fee for legitimate refunds.