Customer Services
Cancellations
Let’s help with your cancellation
We’re sorry to hear that you are thinking of cancelling your Nova Direct policy. The information on this page is aimed to make the process, and your request, as simple as possible. Please note that we require all requests to be made via My Account. We cannot accept requests by phone or live chat.
How do I cancel my policy?
To request cancellation please:
- Login to My Account
- Link your policy
- Click View Details, on the policy you wish to opt out of
- Click the Cancel button
We may have automatically set you up an account during your policy purchase, if you have you forgotten your password you can request a new password. If you do not have an account you or receive an error, similar to, “Email address not recognised” you can register for free.
What happens and when?
To process a cancellation there is a £9.98 administration fee. The fee is payable regardless of time on cover, is non-refundable and must be paid in full prior to a cancellation request being processed. For further details of the cancellation fee please check your Terms and Conditions and Policy Wording. Upon payment, your policy will be cancelled and cover will cease.
If you have opted to pay your annual premium on a monthly basis, taking out Premium Credit to do so, then there will be no return premium or refund. The fees paid for cancellation within the 14 day cooling off period will in effect cause your finance agreement to cancel without any future premiums being due. This is mentioned in the Finance Terms, agreed to at purchase.
What about a refund?
Your cancellation request also acts as a refund request and the premium charged will be refunded to you. This will be confirmed to you at the same time as your policy cancellation confirmation. Please note that refunds take 7-10 working days to process. Your bank or card issuer may take a further 3-5 working days for the refund to appear in your account or on your card, something we have no control over.
Please note that if you have made a claim, regardless of the claims outcome, no refund will be due. On short term policies, with a duration of 30 days or less, a refund is due minus any time on cover charges. For example, a policy that costs £10.00 for 5 days cover and is cancelled 2 days after purchase, would result in a £6.00 refund, after the deduction of £4.00 for 2 days cover.
Where can I get further information?
Our cancellation policy, the associated fees and charges, are mentioned prior to purchase under “Key Terms & Conditions”. In addition detail are given within our Terms of Business, your Policy Wording and clarified in our Frequently Asked Questions.
Your cancellation rights are detailed at section 33 of our Terms and Conditions. The cancellation fees are further details at section 25 of our Terms and Conditions. Please note that our cancellation process does not breach your statutory rights.