Don't deserve even one star rating but zero. This company which I believe will not last shocked me. I have been doing home insurance for over 20 years and have never had to make first payment of direct debit on the day I took up an insurance cover. But this Nova Direct made me to do it. They collected this money, £13.99, from me when I took up a cover on 8th October 2019. The two policy documents they sent to me on this day clearly states that I can cancel without paying a penalty if I do it within the first 14 days cooling off period. On 15th October 2019, six days later, I cancelled as I had my doubts, and asked for a refund of my £13.99 as I was doing it within the 14 days cooling off period, and had not used their services. To my surprise, they said I have to pay £4.99, and when I asked why, they said something which up till today does not make sense. I had at first thought they were joking. I referred them to their above two policy documents which confirm I can cancel within 14 days without a penalty, and they were saying a different thing. Meanwhile, I have referred this matter to the financial ombudsmen. I will not recommend this people at all, and I find their behaviour very mean. To have brazenly taken my money is not okay. I want my full £13.99 refunded. Leonard