Terms and conditions
These terms explain how you may use the NOVENO website and how tutoring, memberships and digital-resource purchases will work. Please read them before creating an account, booking a service or making a purchase.
Last updated: 2 October 2026
About these terms
These terms apply when you visit the NOVENO website, create an account, submit an enquiry or use a NOVENO learning service. Additional details shown when a booking, membership or purchase is confirmed—such as the service, price, timetable and cancellation arrangements—also form part of the agreement. If there is a conflict, the specific written confirmation takes priority for that service.
Who can use NOVENO
Learners may explore public learning material and use an authorised account. A parent, carer, school or other responsible adult must make or approve purchases, memberships and tutoring arrangements for a learner under 18. The adult completing the transaction confirms that they have authority to act and is responsible for payment and for providing accurate information.
Accounts and security
Account information must be accurate and kept up to date. Sign-in details must not be shared, and each account is for the authorised user only. Tell NOVENO promptly if you believe an account has been accessed without permission. NOVENO may take proportionate steps to secure, restrict or suspend an account where misuse or a security risk is reasonably suspected.
Services available now and later
The website currently allows visitors to explore NOVENO, submit enquiries and use the features made available to them. Online booking and Stripe checkout are available only through the live booking links provided by NOVENO. Paid memberships and live AI features will be introduced separately. A feature described as coming soon is not part of a paid service until NOVENO confirms that it is available and states its applicable price and terms.
How a contract is formed
An enquiry, waiting-list request or tutoring request is not a confirmed booking or purchase. A contract is formed only when NOVENO accepts the order or booking and provides written confirmation of the service or product, total price, delivery or session arrangements and any service-specific terms. NOVENO may decline a request before acceptance, including where capacity is unavailable or the requested service is unsuitable.
Tutoring bookings
A tutoring booking is confirmed only when NOVENO has agreed the learner, service, date, time, price and delivery method. Online sessions require a suitable device, reliable internet connection and a quiet, safe place to learn. The responsible adult must ensure that the learner can attend and that NOVENO has the contact information needed to deliver the session safely.
Rescheduling, cancellations and missed tutoring sessions
Unless a statutory cancellation right applies, payments for confirmed tutoring sessions are not automatically refundable. Where at least 24 hours’ notice is given, the responsible adult may request one transfer to another available session or NOVENO account credit for the amount paid, valid for six months. Credits are not exchangeable for cash after any applicable statutory cancellation period. With less than 24 hours’ notice, or for non-attendance, no refund, transfer or credit will normally be provided. Exceptional circumstances will be considered fairly. Arriving late may reduce the teaching time available.
Booking limits and repeated cancellations
Booking limits may be applied to protect session availability. NOVENO may review, restrict or decline future bookings where repeated booking and cancellation activity reasonably indicates misuse of the booking system. Any restriction applies only to future bookings and does not remove statutory rights relating to an existing booking.
If NOVENO cancels a session
If NOVENO cannot provide a confirmed session, the customer may choose a suitable replacement time, NOVENO account credit or a full refund of the amount paid for that session. NOVENO is not responsible for losses that could not reasonably have been anticipated, but this does not affect rights that cannot legally be excluded.
Memberships and recurring payments
When memberships launch, the checkout page will state the price, billing frequency, included services, minimum period if any and how to cancel. Unless a different fixed term is clearly agreed, a monthly membership will continue until cancelled. Cancellation will stop future renewals and access will normally continue until the end of the paid billing period. NOVENO will provide reasonable advance notice of material price or service changes and explain the available choices.
Digital resources and permitted use
A purchased digital resource is licensed—not sold—for the purchaser’s stated personal, household, classroom or department use, according to the licence displayed at purchase. Resources must not be resold, published online, uploaded to shared public drives, distributed beyond the licensed users, altered to remove NOVENO branding or used to create a competing product. Teachers may print and share materials with their own pupils only where the purchased licence allows it.
Digital delivery
Digital resources will be supplied through the download method or account area stated at checkout. The customer is responsible for using compatible software and retaining a permitted personal backup. If a download link fails or the file is incomplete, contact NOVENO so that access can be restored or the file replaced.
Cancellation rights for services
Consumers normally have a 14-day cancellation period for distance contracts. If you ask NOVENO to begin a tutoring service during that period, you may be asked to confirm that request. If you then cancel, NOVENO may deduct a fair amount for services already supplied. The cancellation right may end once a service has been fully performed where you expressly requested early performance and acknowledged that consequence. These provisions do not reduce any statutory rights.
Cancellation rights for digital downloads
Before receiving immediate access to paid digital content during the usual 14-day cancellation period, you will be asked to give express consent to immediate supply and acknowledge that the statutory cancellation right is lost once the download or access begins. If that confirmation is not provided, NOVENO may delay access until the cancellation period has ended. This does not affect remedies for digital content that is faulty, misdescribed or not supplied.
Refunds and problems with purchases
Digital content and services must be as described, of satisfactory quality where applicable and provided with reasonable care and skill. If something is faulty, unavailable or materially different from what was promised, contact NOVENO promptly. NOVENO will provide the appropriate repair, replacement, repeat performance, price reduction or refund required by law. Any refund required by law will be reviewed and processed manually to the original payment method. Nothing in these terms limits statutory consumer rights.
Payments, credits and refunds
Online tutoring payments are processed securely by Stripe. NOVENO does not store full payment-card details. Customers must use an authorised payment method and pay the price shown before a booking is confirmed. Cal.com is configured not to issue automatic refunds; this allows NOVENO to apply the cancellation terms and statutory rights correctly. Any cash refund due will be reviewed and processed manually to the original payment method. Payment-processing charges are not added to the advertised price as a separate card fee.
Learning materials and educational outcomes
NOVENO materials and knowledge checks are educational support. They are not an official examination product, a complete substitute for school teaching or a guarantee of a particular grade, result or progression outcome. Learners should follow the requirements and advice of their school, teacher and awarding body. NOVENO will provide paid education services with reasonable care and skill.
Acceptable use
Use NOVENO for lawful learning purposes. Do not attempt to disrupt or bypass security, access another person’s account, copy restricted content, submit malicious material, harass another user, impersonate someone else, share personal information about another pupil without authority, or use NOVENO to cheat in an assessed task. Reasonable access restrictions may be applied where necessary to protect learners, staff or the service.
AI Study Coach
The current guided Study Coach uses prepared learning content. If live AI is introduced, its responses will be generated automatically and may occasionally be incomplete or incorrect. Learners must use it as study support, check important information and avoid entering personal or sensitive information. It must not be used to complete controlled or assessed work dishonestly. Live teaching and professional judgement remain central to NOVENO.
Safeguarding and conduct
Learners and adults must communicate respectfully during tuition and use appropriate names, language and surroundings. Sessions may be ended where conduct is unsafe, abusive or seriously disruptive. NOVENO may act on safeguarding concerns and share necessary information with an appropriate person or authority where required to protect a child or another person.
Intellectual property
NOVENO owns or is licensed to use the website, branding, lesson content, questions, digital resources and platform materials. Users receive only the limited permission needed to use the relevant service. No NOVENO content may be copied, adapted, recorded, scraped, republished, sold or commercially exploited except where the applicable resource licence expressly permits it.
Website availability
NOVENO aims to keep the website and learning services available but cannot promise uninterrupted access. Maintenance, security work, third-party failures or events outside reasonable control may occasionally interrupt service. NOVENO will take reasonable steps to restore affected paid services and, where appropriate, offer an alternative, extension or refund.
Ending or suspending access
You may stop using the website at any time and may request account closure. NOVENO may suspend or end access for serious or repeated breaches, non-payment, security risks or conduct that threatens another person. Where reasonable, NOVENO will explain the issue and allow an opportunity to resolve it. Ending access does not remove payment obligations already incurred or rights that arose beforehand.
Liability
NOVENO does not exclude or limit liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud, or breach of statutory consumer rights. Subject to that, NOVENO is not responsible for losses that were not reasonably foreseeable when the contract was formed, or for business losses arising from a consumer service.
Privacy
Personal information is handled in accordance with the NOVENO Privacy Policy. That policy explains the information collected through enquiries and accounts, how it is used, who it may be shared with and the rights available to individuals.
Complaints
If you are dissatisfied, contact NOVENO through the website and explain what happened and the outcome you would like. NOVENO will consider the matter fairly and respond as soon as reasonably possible. Nothing in this process prevents a consumer from using any statutory complaint, alternative dispute-resolution or court remedy available to them.
Governing law
These terms are governed by the law of Scotland. Consumers living elsewhere in the United Kingdom retain any mandatory protections provided by the law where they live and may bring proceedings in the courts available to them under applicable consumer law.
Changes to these terms
NOVENO may update these terms when services, payment arrangements or legal requirements change. The latest version and update date will be shown here. A material change affecting an existing paid service will be communicated reasonably and will not remove rights already acquired.