Nuva Refund & Cancellation Policy Agreement

A customer, Producer, or Licensee may be eligible for a refund in the following circumstances:

1.1 Duplicate Charges

A refund may be issued where the customer has been charged more than once for the same transaction as a result of an error.

1.2 Technical Errors

A refund may be issued where a technical error in the system results in the customer being charged without receiving the product, license, or service agreed upon.

1.3 Talent Rejection of a License Request

A refund may be issued where the relevant Talent rejects the License approval requested by the Producer and the requested License is therefore not granted.

1.4 Refunds Following Withdrawal

The refund provisions in clause 8 of the exact Terms of Use edition identified in Schedule A to the applicable Digital Likeness License Agreement. The specific withdrawal-based refund route applies where withdrawal actually makes the purchased License unusable and Licensee has not yet produced the related content. Withdrawal that leaves a valid License usable does not itself trigger that refund. Nuva may request proportionate evidence of the relevant facts.

1.5 Circumstances That Do Not Generally Give Rise to a Refund

There is no general change-of-mind, project-cancellation, poor-performance or unused-license refund. Rejected scope expansion, Licensee’s incorrect brief, an incompatible chosen AI tool or Licensee misuse does not automatically create a refund right. This does not remove remedies for Nuva’s non-delivery, defective licensing authority, actionable breach or mandatory consumer protections. Creation of related content does not extinguish those mandatory remedies.

1.6 Effect of a Refund or Cancellation Decision

A refund or termination decision must identify the affected rights and whether use must cease. Nuva will not both cancel rights and retain amounts contrary to applicable law. No automatic punitive forfeiture or retrospective fee multiplier is created by this Agreement.

1.7 Suspension, Revocation, or Termination for Material Breach

To the extent permitted by applicable law, Licensee is not entitled to a refund of the fees paid for the affected License or add-on, a replacement license, a credit, or compensation for production costs, advertising expenditure, lost profits or other losses arising from Nuva’s rightful rejection, suspension, revocation or termination under Clauses 9 and 14 of the Producer Agreement due to Licensee’s material breach, including actual out-of-scope use. This provision applies only to the affected rights and consequences attributable to that breach. It does not permit retention of sums that must legally be repaid, create a punitive forfeiture, or exclude remedies for Nuva’s wrongful action, non-delivery, defective licensing authority, fraud, gross negligence or other actionable breach. Clauses 1.5 and 1.6 and mandatory consumer, restitution and unfair-contract-term protections remain applicable. An allegation alone does not establish a right to retain fees permanently.

Unless otherwise determined by the Company or required by applicable law, all Digital Likeness Licenses issued by Nuva are non-refundable.

Once a License has been issued and made available to the Producer or Licensee, the purchase shall be considered final and non-refundable, regardless of whether the Licensee has downloaded the Digital Assets, commenced production, or exercised any rights granted under the License.

Exceptions shall apply only where a refund is expressly permitted under Section 1 of this Policy or required by applicable law.

Once a refund request has been approved, the Company will process the refund through the same payment method originally used for the transaction, where reasonably possible.

For example, where payment was made by credit card or debit card, the refund will generally be returned to the same card or associated account used for the original payment.

The Company may be unable to refund amounts to a third party, a different bank account, or another payment method unless otherwise approved by the Company on a case-by-case basis.

The Company will generally initiate an approved refund within approximately 7 business days after approval.

However, the time required for the refunded amount to appear in the customer’s account may vary depending on factors including:

• the payment gateway used;
• the card-issuing bank;
• the credit or debit card provider;
• the country or currency involved; and
• the processing procedures of the relevant financial institution.

Accordingly, the actual time for a refund to appear in the customer’s account may be longer than the period required by the Company to initiate the refund.

Payments made through the Website may be processed by third-party payment gateway providers or financial service providers, including Stripe or other providers.

Where a payment or refund involves currency conversion, the amount ultimately received by the customer may differ from the original amount paid due to exchange rates applied by the bank, card provider, payment gateway, or other financial institution at the time the relevant transaction is processed.

The Company is not responsible for exchange-rate differences or fees charged directly to the customer by banks, card issuers, payment providers, or other financial institutions, except where otherwise required by applicable law.

If a customer believes that they have been charged more than once or that an incorrect amount has been charged, they should contact the Company as soon as reasonably possible and provide relevant information, including:

• the customer’s name;
• Booking / Order Number;
• transaction date;
• amount charged; and
• proof of payment.

The Company will review the transaction and, where appropriate, take reasonable steps to correct the charge.

If a customer experiences an issue relating to a product, service, License, or payment, the Company encourages the customer to contact the Company before initiating a chargeback or payment dispute with a bank, card issuer, or payment provider, so that the Company has an opportunity to investigate and attempt to resolve the issue.

Nothing in this clause limits the customer’s right to contact their bank, card issuer, payment provider, or other relevant party, or to exercise any rights available under applicable law.

Customers may submit a cancellation or refund request through the following channels:

Email: cs@nuva-license.com

Please provide the following information:

• full name;
• Booking / Order Number;
• email address or telephone number used for the transaction;
• relevant booking, service, product, or License details;
• reason for the refund request; and
• proof of payment, if applicable.

The Company may request additional information or reasonable supporting evidence as necessary to verify identity, review the transaction, and assess the refund request.

If you have any questions regarding this Refund & Cancellation Policy, please contact us at:

Company: Phileas Retail Corporation Co., Ltd., operating Nuva License (Nuva)

Website: https://www.nuva-license.com

Email: cs@nuva-license.com

Telephone: To be announced

Address: 952 Ramaland Building, 12th Floor, Rama IV Road, Suriyawong Subdistrict, Bang Rak District, Bangkok 10500, Thailand