Replacement Policy
Simple, fair rules. If something we sold you breaks, we fix it. Here's exactly how.
The short version
- ✓Account stops working? We replace it for free within your guarantee window.
- ✓Each product has its own guarantee duration, shown on the product page before you buy.
- ✓Refund if we can't deliver your order at all.
- ✕No refund after you've started using the subscription, only replacement within the window.
- ✕No replacement if you broke the account yourself (e.g., changed password on a family plan).
What we do and don't replace
Account stops working without your fault
Within the guarantee window of your product, no matter the reason, login fails, account suspended, plan ended early.
Service-side issues
If the service provider has problems we couldn't predict, we replace your account with a working one immediately.
We couldn't deliver your order
Paid and we can't get you the product? Full refund, same payment method, within 24 hours.
You broke the rules of use
Changing the password on shared/family accounts, sharing private accounts with too many people, or using a VPN where it's restricted.
Guarantee window has passed
Each product clearly displays its replacement window before you buy. Outside that window, we can no longer guarantee free replacements.
You started using the subscription
Once you've activated and used your account, the order is final. We replace it if needed, but we don't return the money.
How a replacement works
Message us
Send a WhatsApp message describing the issue.
Share your order info
Tell us the product and approximate purchase date, we'll find your order.
We verify
We confirm your order is within the guarantee window.
You get a fix
Replacement account sent, usually within an hour during business hours.
The fine print
What This Policy Covers
This policy explains how we handle problems with subscriptions you've bought from Novilade. It applies to all products we sell, Canva, Netflix, Spotify, ChatGPT, gaming, VPNs, anything in our catalog.
The goal is simple: if something we sold you stops working through no fault of your own, we make it right. The rules below explain exactly when, how, and what to expect.
Replacement Guarantee Duration
Each product has its own guarantee duration for replacements. This is the period during which we'll replace your account for free if it stops working.
Why does it vary? Different services have different stability profiles. A stable subscription may have a longer guarantee than a more volatile one. We set each window based on real experience with that product.
When We Replace
We provide a free replacement when:
- Your account stops working before the guarantee window ends.
- Login credentials we sent no longer work.
- The service provider terminates the account through no fault of yours.
When We Don't Replace
We can't provide a free replacement when:
- The guarantee window has expired. Outside the protection period of your specific product, replacements aren't covered.
- You broke the rules of use. For example: changing the password on a shared/family plan, sharing a private account with many users, or using the account from too many devices at once.
- You violated the terms of the original service. If the service provider banned your account for violating their terms (suspicious activity, abuse, illegal content), we can't replace it.
- You voluntarily abandoned the account. You decided not to use it anymore that's not a replacement issue.
Refund Rules
Refunds are limited to one situation: we couldn't deliver your order.
This rule exists because digital subscriptions can't be "unsold" , once you have the credentials, the value has been delivered.
How to Request a Replacement
The process is intentionally simple:
- Open WhatsApp and message us at the number on button below .
- Tell us the product you bought and roughly when (date or week).
- Describe the issue: "login fails", "account suspended", "plan ended early", etc.
- We verify your order in our system and confirm it's within the guarantee window.
- You receive a replacement account, usually within an hour during business hours.
You don't need to send a screenshot of the issue (though it helps). The WhatsApp chat history with us is the only proof of purchase we need.
Renewals & Extensions
Your replacement guarantee applies to the original order. When you renew or extend a subscription, the guarantee window resets based on the new purchase date.
Renewing is easy, message us before your current plan expires and we'll extend it at the current price. The new guarantee window starts on the renewal date.
Special Cases
Some scenarios deserve their own mention:
- Family / shared plans : replacement is available, but only if you've followed the rules .
- Region-locked services : if you're trying to use the account from a different country than agreed, we can't guarantee it will work. Check before you buy.
- Bulk / business orders : replacements work the same way, just message us per account that needs replacing.
Policy Changes
We may update this policy as our service evolves. When we do, we'll update the "Last updated" date at the top of this page. Orders already placed are protected by the policy that was in effect at the time of purchase.
Need to request a replacement now?
Message us on WhatsApp with your order details — we'll handle it as soon as possible.
Request a Replacement →