Refund policy

This Refund Policy forms part of the Terms of Service. It states the circumstances in which a charge is refundable, those in which it is not, and the procedure for making a request. It confers the rights conferred by law and no greater rights.

Last updated: 2026-08-20

1. Seller of record

Polar Software, Inc., of 3500 South DuPont Highway, Dover, Delaware 19901, United States ("Polar"), acts as merchant of record and authorised reseller in respect of every sale made through Norvli and is the seller under the contract of sale. Polar collects payment, determines and remits sales tax, issues the receipt and effects refunds. Your card or bank statement will bear Polar's name.

Polar's Buyer Terms and Conditions apply in addition to this policy and prevail to the extent that they confer greater rights. Where the mandatory law of your place of residence confers greater rights than either, that law prevails.

A refund is remitted only to the payment instrument used for the original transaction.

2. Free plan

Composing, editing and saving are provided free of charge and require no payment instrument. This policy concerns the subscription, which is the only charge.

3. Right of withdrawal

A consumer resident in the European Union, the European Economic Area, the United Kingdom or Switzerland may withdraw from the contract within fourteen days of the date of payment and obtain a refund of the sum paid, inclusive of tax. No reason need be given.

The right applies to the first payment of a subscription. It does not accrue afresh upon renewal: a subscription confers the right once, upon conclusion of the contract.

The right is extinguished upon commencement of supply. At the checkout you gave prior express consent to immediate supply and acknowledged that the right would thereby be lost. Commencement of supply means use of what the subscription confers beyond the limits of the free plan: exporting a document as a file, or obtaining an evaluation in its unrestricted form.

Accordingly, the governing question is whether the Service has been used. Where neither an export nor an unrestricted evaluation has been obtained, a request made within fourteen days will be refunded in full. Where either has been obtained, the charge is not refundable.

4. Other territories

Turkey and Israel: fourteen days from the date of the transaction.

Canada, Brazil, South Korea and China: seven days from delivery.

Singapore: five days from delivery or from first access, whichever is the earlier.

Elsewhere, including the United States, no statutory right of withdrawal subsists in respect of a digital purchase. Cancellation of the subscription, which prevents any further charge, is available at all times and without charge.

5. Non-conformity

This clause is independent of clause 3 and is not subject to the periods stated in it.

Where what has been supplied fails to conform to its description, is not of satisfactory quality, or is not fit for its purpose, you should notify us and we will bring it into conformity. Where that cannot be achieved within a reasonable time and without significant inconvenience to you, you are entitled to the remedy afforded by the law applying to you, which in the United Kingdom and throughout the European Union comprises a reduction in price, which may extend to the whole of the sum paid.

A charge taken twice, a charge taken after cancellation, or a charge in an amount other than that presented, will be refunded in full. No period stated in this policy applies to such a refund.

6. Charges which are not refundable

Renewal charges. Cancellation prior to the renewal date prevents the charge from arising.

The unexpired portion of a period already paid for.

A renewal charge upon a subscription which was left running but not used. Cancellation prior to the renewal date prevents the charge from arising, and non-use does not constitute non-conformity. This is distinct from the first payment, which clause 3 makes refundable while the Service has not been used.

Fees imposed by your own payment provider, including currency conversion and international transaction fees, which are not received by us.

7. Procedure

A request should be sent to billing@norvli.io from the email address registered to the account, identifying the transaction and its approximate date. Any unequivocal statement of an intention to withdraw or to seek a refund suffices; no prescribed form is required.

A request may equally be made to Polar directly, by replying to the receipt or writing to support@polar.sh.

A limitation is imposed by the payment networks rather than by us: a card transaction cannot be refunded more than 120 days after it is made.

An approved refund is remitted within fourteen days. Card refunds ordinarily appear within three to five working days, according to the practice of the receiving institution.

8. Sales tax

A full refund returns the sum paid inclusive of any sales tax charged on the transaction.

A business registered for sales tax should enter its tax identification number at the checkout, where the reverse charge is applied where available. A business which has nonetheless been charged tax may apply to Polar for its refund.

9. Chargebacks

You are asked to apply to us or to Polar before instituting a chargeback. A refund is ordinarily remitted more quickly than a chargeback is determined.

10. Complaints

A complaint as to the determination of a request should be addressed to support@norvli.io and will be reconsidered.

You may in addition refer the matter elsewhere. Within the European Union, complaints are received by the national consumer authority, and the European Consumer Centre in your country assists in respect of cross-border purchases. In the United Kingdom, the Citizens Advice consumer service performs that function. Nothing in this policy affects that right, or any right to bring proceedings.

11. Amendment

This policy may be amended. The amended version will be published bearing a revised date. The version in force on the date of a payment governs that payment.