Return & Refund Policy

Last updated: May 2, 2026

Subscription payments are processed by Polar. Depending on the situation, refunds or charge disputes may be handled through the payment processor's customer tools or by contacting us at the email below. Our published prices are listed on the Pricing page.

1. Nature of Services

Hostanova Core is a digital subscription software platform for hotel management, operated by Codexmark. Since access is delivered digitally and may be used immediately after purchase, we do not process physical returns.

2. Subscription Cancellation

  • Clients may cancel an active subscription before the next billing cycle through Polar customer portal or by contacting us
  • Cancellation prevents future charges but does not automatically refund the already billed period
  • Access remains active until the end of the paid billing term unless suspended due to policy violations

See full timing and step-by-step process at Cancellation Policy.

3. Refund Eligibility

  • Initial subscription payments may be considered for refund within 7 calendar days if the service has not been materially used
  • Duplicate payments or billing errors are eligible for full correction and refund
  • Payments for consumed subscription periods, custom setup, implementation fees, or third-party costs are non-refundable
  • Approved refunds are issued to the original payment method used at checkout

4. Non-Refundable Cases

  • Change of mind after onboarding or active use of the platform
  • Failure to use the service during an active paid period
  • Account suspension caused by violations of terms or acceptable use
  • Downtime caused by third-party providers outside our direct control

5. How to Request a Refund

To request a refund, contact us with your account and invoice details:

CODEXMARK (SMC-PRIVATE) LIMITED
DBA: Hostanova Core
Phone: +92 333 6965165
Email: work@codexmark.com
Office: Pakhwal Road, Gulberg Colony, Street 4, Mansehra, Pakistan
MCC: 5045

6. Review and Processing Time

Refund requests are reviewed within 3 business days. If approved, processing usually takes 7 to 14 business days depending on your payment method and banking provider. For unresolved disputes, contact us first and then raise a processor dispute with Polar if needed.