How can we help?
The Novafy AI team is here to help with billing, technical support, and any questions about the platform.
Send us an email
For all support, billing, and general enquiries — email us directly. Include your account email address and a clear description of your issue for the fastest response.
Email address
thandoxsndlovu@gmail.com
Response time
Within 3 business days · Urgent billing issues often same day
Include in your email
Your account email · A clear description · Any error messages or screenshots
Resolve it yourself
Many issues can be solved instantly using these resources.
View pricing & plan details
Compare Starter, Growth, and Scale plans
Book a product demo
30-minute walkthrough with the Novafy AI team
Read our Privacy Policy
GDPR, POPIA, and CCPA data practices
Read our Terms of Service
Subscription terms, cancellation, and refund policy
Free AI FAQ Generator
Generate FAQs for your own business — free
What do you need help with?
Billing & Subscriptions
Payment issues, plan upgrades, cancellations, refund requests, and invoice queries.
Technical Support
Help installing the widget, knowledge base issues, integration problems, and chatbot behaviour.
General Enquiries
Questions about the platform, custom plans, partnerships, and anything else.
Privacy & Legal
Data deletion requests, GDPR / POPIA enquiries, and terms-related questions.
Click any category to email us — or go directly to thandoxsndlovu@gmail.com
Common questions
What is your response time?
We aim to respond to all enquiries within 3 business days. For urgent billing issues, we will typically respond the same or next business day.
I can't access my dashboard — what do I do?
First, try clearing your browser cache and logging in again at novafy.co.za/sign-in. If the issue persists, email us with your account email address and a description of the problem.
How do I cancel my subscription?
You can cancel from the Billing section of your dashboard, or email us and we will process the cancellation for you. Cancellation takes effect at the end of your current billing period — you keep access until then.
Can I request a refund?
We offer refunds within 7 days of your first payment if you have used fewer than 100 conversations. See our Terms of Service for the full refund policy.
How do I request deletion of my data?
Email us with the subject line 'Data Deletion Request' and the email address associated with your account. We will process the deletion within 30 days as required by POPIA and GDPR.
Do you offer custom enterprise plans?
Yes — if your needs exceed our Scale plan (15,000 conversations/month) or you need custom integrations, white-labelling, or dedicated infrastructure, contact us to discuss a custom arrangement.
Still need help?
Send us an email and we'll get back to you within 3 business days.
thandoxsndlovu@gmail.com