Novelsweb

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Primary No: 1-877-218-5362 (toll-free)

Secondary No: 1-646-652-0760

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Hoymaq s.r.o.

Rybna 682/14
1. patro
1
11005 Praha
Czech Republic

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FAQ billing support

  • QWhy was I billed when I originally signed up for a trial?open
    A: As indicated during the trial membership signup process, the 5-Day trial, when offered, gives you access to our Premium services for five days. To avoid service interruptions, your trial membership automatically renews as a monthly Premium membership unless cancelled before the trial expires.
    If cancelled, your trial membership will revert to a Free Regular membership, for which there are no monthly fees.
    For additional questions or concerns, we welcome you to contact our customer support team (toll-free) at (toll-free) 1-877-218-5362 for US and Canadian customers and 1-646-652-0760 for International customers.
  • QWhere can I find the terms of the 5-Day Trial?open
    A: The terms of the 5-day trial can be read prior to selecting the 5-day trial option during the signup process.
    You may read the complete Terms and Conditions of our service at any time for additional details.
  • QHow can I confirm that my membership is cancelled?open
    A: After cancelling your membership, a confirmation email is automatically sent to the email address you used to create your Novelsweb account.
    Since many web-based email providers such as Hotmail, Gmail or Yahoo occasionally mistake confirmation emails as spam or junk, please be sure to check your spam/junk folders in order to ensure that the confirmation email was indeed received.
    If you still cannot find your membership cancellation email, you may have mistyped your email address when signing up. In this case, please contact us and one of our agents will be happy to assist you.
  • QHow can I view my transaction history?open
    A: You can find out your complete transaction history by calling support which is open 24 hours a day, 7 days a week at (toll-free) 1-877-218-5362 for US and Canadian customers and 1-646-652-0760 for International customers.
  • QWhy am I still being charged after I cancelled?open
    A: If you have received an email confirming the cancellation of your membership but are still being charged, please contact us immediately so that we can closely investigate the matter.
    If you have cancelled your Premium membership you should not receive any additional monthly charges.
  • QHow does the billing work for a trial membership?open
    A: When you choose the 5 day trial membership you get free access to our Premium services for a period of 5 days. To avoid service interruptions, all trial memberships are automatically renewed as monthly Premium memberships with a recurring monthly fee unless cancelled within the 5-day trial period.
    If you are dissatisfied with the service, we ask you to cancel your Premium trial membership during the trial period to avoid automatically converting to a monthly Premium membership. If cancelled, your Premium trial membership will revert to a Free Regular membership, for which there are no monthly fees.
  • QWhat happens if I cancel a Premium membership?open
    A: If you cancel your Premium membership, you may keep your Novelsweb account as a free Regular member. There are no monthly fees for a Regular membership.
  • QMy credit card has expired and I wish to maintain my current membership, how can I update my credit card information?open
    A: You can change or update your credit card information at any time by accessing your account details inside the member’s area. Simply go ‘My Account’ and select ‘Change your payment method’. For additional assistance, we welcome you to contact our customer support (toll-free) at (toll-free) 1-877-218-5362 for US and Canadian customers and 1-646-652-0760 for International customers.
  • QWhy has my credit card / debit card been authorized for $1.00 after registration?open
    A: Sometimes a $1.00 temporary authorization hold may be applied to your credit card / debit card after registration. The authorization procedure is required to ensure your card is valid.
    Typically, these holds are removed after 48-72 hrs.The full amount will immediately be credited back to your bank account or credit line. No permanent charges will be applied to your credit card for signing up as a regular member.
  • QHow can I get further assistance by phone or by email?open
    A: To reach one of our customer service representatives by phone or by email, please call us at (toll-free) 1-877-218-5362 for US and Canadian customers and 1-646-652-0760 for International customers, 24 hours a day, 7 days a week or send us a message.
  • QWhat is the refund policy?open
    A: For refund policy details, please call our (toll-free) number at (toll-free) 1-877-218-5362 for US and Canadian customers and 1-646-652-0760 for International customers, 24 hours a day, 7 days a week.
    To avoid any unwanted charges, please be sure to read the complete details of each subscription package during signup.
    Refund Guidelines:
    If you have experienced any of the following situations on, you may qualify for a refund.
    Technical Problems: we will issue a refund if technical issues prevent you from using the site.
    Compromised Security: accounts subject to fraudulent activity will be refunded.
    Billing Errors: accidental overcharges warrant a full refund.
    Not What You Expected: if our website doesn’t deliver the experience advertised, we will issue a refund.
    We cannot issue partial refunds under any circumstances. Refund claims must be made within 60 days of a contested payment. If you wish to stop using our service, you are solely responsible for cancelling your account.

For additional information, please call our at (toll-free) 1-877-218-5362 for US and Canadian customers and 1-646-652-0760 for International customers, 24 hours a day, 7 days a week.


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Hoymaq s.r.o.
Rybna 682/14
1. patro
1
11005 Praha
Czech Republic

Primary No: 1-877-218-5362 (toll-free)
Secondary No: 1-646-652-0760

FAQ technical support