Sales and Refunds Policy
Operating Entity: Carden Group Pty Ltd · Last Updated: August 16, 2026 · Effective Date: January 1, 2026
1. Statutory Consumer Guarantees
Our software, marketing subscriptions, and digital services come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010).
For major failures with our service, you are entitled to cancel your service contract with us and receive a refund for the unused portion, or compensation for its reduced value. For non-major failures, we will rectify the issue within a reasonable timeframe.
2. Novaly Plus & Novaly OS Subscriptions
Novaly offers recurring digital software subscriptions (Basic, Standard, Pro, Agency) for real estate professionals and industry creatives.
Monthly Billing Subscriptions
Monthly subscriptions are billed in advance every 30 days via Stripe. Due to the immediate delivery of digital features, CRM boards, and advertising privileges, monthly fees are strictly non-refundable once a billing cycle begins. You may cancel at any time, and you will retain full access until the end of that current monthly billing cycle.
Annual Billing Subscriptions (14-Day Window)
If you purchase an annual subscription plan and change your mind, you may request a refund within fourteen (14) calendar days of your initial purchase date, provided your account has not extensively used paid distribution advertising features. After 14 days, annual plans are non-refundable.
Promotional Cohorts & Founder Free Tiers
Accounts enrolled in promotional introductory tiers (such as the Founder Basic 12-month free cohort) incur no subscription fees during their free promo period. You may cancel at any time before renewal with zero charge.
3. Lifetime Deals (LTD) Terms & Scope
Where promotional Lifetime Deals are offered, “Lifetime” is defined strictly as the operational product lifetime of the Novaly software platform operated by Carden Group Pty Ltd, not the lifetime of the natural person purchasing the deal.
LTDs are strictly non-transferable and non-refundable following the standard 14-day cooling-off window. Should the platform undergo material architectural restructuring or cease operations, Lifetime Deal obligations terminate in accordance with Australian Consumer Law.
4. Third-Party Transactions & Independent Bookings
Property Sales & Build Contracts: All earnest money, deposits, build installments, and settlement monies are transacted entirely outside Novaly between buyers, real estate trust accounts, builders, and conveyancers. Carden Group Pty Ltd has zero custody of transaction funds and bears zero liability for transaction cancellations or escrow disputes.
Novaly Stays Bookings:Accommodation booking cancellations are governed strictly by each independent host's published cancellation policy. Novaly acts solely as an introductory booking platform.
Connect & Matching (Free Services): Novaly Connect utility connections and Get Matched trade introductions are 100% free for movers and consumers. Novaly never bills consumers for arranging utility transfers.
5. How to Request Billing Assistance
To request a refund review or inquire about an invoice, please email our billing team with your registered account email and Stripe transaction receipt number:
Carden Group Pty Ltd (trading as Novaly)
Billing & Customer Operations
Email: support@novaly.au or hello@novaly.au
Manage Active Subscriptions: Account Plans & Billing