When a refund is not issued
Refunds are not granted in these situations:- A QR Code campaign ends earlier than planned and the codes are no longer needed
- A campaign’s results do not meet expectations, leading to it being stopped
- Scanova does not meet expectations
Case 1: an unintended auto-renewal charge
Auto-renewal is enabled by default when you buy a subscription. That is deliberate — it keeps your account and your Dynamic QR Codes resolving, so codes already printed and in circulation don’t stop working between billing periods. You can decline auto-renewal at the time of purchase, or turn it off later at any point from Subscription & billing. If auto-renewal wasn’t turned off and a charge goes through unintentionally, you can claim a refund within a window that depends on your renewal period:
Approved refunds are processed within 24 hours, and the amount is credited in 7–10 working days.
Case 2: recurring technical issues
If technical problems with Scanova affect your QR Code campaigns, contact the team at support@scanova.io and they will work to resolve them. Support runs 24/5, Monday to Friday, over live chat, email, phone, and scheduled video calls. If the team doesn’t respond promptly, you can ask for the escalation matrix. Where an issue stays unresolved, or several technical issues occur, you can request a refund. Each request needs management approval and is handled case by case.Requesting a refund
Email support@scanova.io with your account details and which of the two cases applies. For an auto-renewal claim, send it inside the window in the table above.Related
- Subscription & billing — your renewal date, and where to turn auto-renewal off
- When your trial or subscription ends — what happens to your QR Codes when billing stops
- Payment methods — how to pay, and how to change a card
- Plans and pricing — what each plan costs and includes