Refund and Cancellation Policy

Effective Date: 22 March 2026
Last Updated: 22 March 2026

This Refund and Cancellation Policy ("Policy") applies to all purchases made through Qui Intelligent Systems LLC ("Company," "we," "us," or "our") for access to QUI ecosystem products and related services ("Services"). This Policy should be read in conjunction with our Terms of Service and Privacy Policy.

1. Overview

We offer two primary pricing models:

• Monthly Subscriptions: Recurring monthly access to Services with automated renewal
• Prepaid Token Credits: Pre-purchased usage credits consumed based on API calls and token usage

2. Subscription Refund Policy

2.1 Monthly Subscriptions

Monthly subscriptions automatically renew at the beginning of each billing cycle unless canceled. Our subscription refund policy is as follows:

• Generally Non-Refundable: Once a subscription payment is processed, it is generally non-refundable. This is because subscriptions include token usage from third-party AI providers (Anthropic, OpenAI, Google, etc.), which represents actual costs we cannot recover. See Section 2.2 for exceptions on high-value subscriptions
• Cancellation Anytime: You may cancel your subscription at any time. Cancellation takes effect at the end of the current billing period
• Limited Prorated Refunds: Prorated refunds are generally not available for partial months of service when you cancel mid-cycle, except for qualifying high-value subscriptions (see Section 2.2)
• Continued Access: After cancellation, you retain full access to the Services until the end of your paid billing period
• Cancel Before Renewal: To avoid unwanted charges, please cancel at least 48 hours before your renewal date

2.2 Startup Plan and Above — 50% Refund Policy

Subscribers on the Startup plan ($89/month) and above are eligible for a partial refund under the following conditions:

• Eligible Plans: Startup ($89/month), Lone Wolf Developer ($129/month), Teams ($299/month), and Business ($699/month)
• Refund Window: Request must be made within 30 days of the subscription charge
• Refund Amount: 50% of the subscription fee for the current billing period
• One-Time Per Billing Cycle: One refund request per billing period
• Verification Required: We reserve the right to verify usage data before approving refunds

3. Prepaid Token Credit Policy

3.1 Credit Purchase and Usage

Prepaid token credits operate under the following terms:

• Non-Refundable: All prepaid token credit purchases are final and non-refundable, except where required by applicable law
• No Expiration: Your prepaid balance does not expire
• No Transfers: Credits cannot be transferred, sold, gifted, or traded to other accounts
• Consumption-Based: Credits are consumed based on actual API usage and token processing

3.2 Credit Balance Monitoring

To help you manage your credits effectively, we provide:

• Dashboard display of your current credit balance
• Real-time credit balance monitoring in your account
• Email notifications when your balance falls below a configurable threshold

4. How to Cancel Subscriptions

4.1 Self-Service Cancellation

You can cancel your subscription at any time through:

1. Log into your Qui.is account
2. Navigate to Settings → Billing
3. Click "Cancel Subscription"
4. Confirm cancellation
5. Receive confirmation email

4.2 Assisted Cancellation

If you need assistance with cancellation, contact us at:

5. Refund Request Process

Note: Monthly subscription charges are generally non-refundable. Subscriptions or prepaid topups over $200 may be eligible for prorated refunds if more than 50% of time and tokens remain. Accidental prepaid credit purchases may be refunded within 48 hours with zero usage.

5.1 Eligible Refund Requests

To request a refund for eligible purchases:

1. Contact us at billing@qui.is
2. Include: Your account email, order/transaction ID, reason for refund request, date of purchase
3. Our team will review within 2 business days
4. If approved, refunds are processed within 5-7 business days

5.2 Refund Denials

Refund requests will be denied in the following circumstances:

• Monthly subscription charges under $200 - these are non-refundable once processed
• Subscriptions over $200 where less than 50% of time remains
• Subscriptions or prepaid topups over $200 where less than 50% of credits remain
• Prepaid credit refunds requested after 48 hours or after any usage (for purchases under $200)
• Refunds on promotional or bonus credits
• Violations of our Terms of Service or Acceptable Use Policy
• Account suspensions or terminations due to user misconduct
• Requests outside payment method refund windows

6. Service Interruptions and Credits

6.1 Service Level Agreement

In the event of significant service interruptions:

• Unscheduled Downtime: We commit to 99.5% uptime on a monthly basis
• Service Credits: If we fail to meet our SLA, you may be eligible for service credits equal to a prorated amount of subscription fees for the downtime period
• Credit Application: Service credits are automatically applied to your account, not refunded as cash
• Exclusions: Downtime due to scheduled maintenance, third-party services, or circumstances beyond our control are excluded

6.2 Service Credit Claims

To claim service credits:

1. Submit a claim within 7 days of the incident
2. Provide date, time, and duration of the interruption
3. Include evidence of service unavailability
4. We will investigate and respond within 5 business days

7. Chargebacks and Disputes

7.1 Contact Before Disputing

We strongly encourage you to contact us before initiating a chargeback or payment dispute. Most issues can be resolved quickly through direct communication.

7.2 Fraudulent Chargebacks

Chargebacks filed without merit or legitimate reason are considered fraudulent. We reserve the right to:

• Provide compelling evidence to your payment issuer to dispute the chargeback
• Pursue legal remedies for fraudulent claims
• Report patterns of abuse to relevant authorities

8. Geographic and Legal Considerations

8.1 Georgian Law

This Policy is governed by the laws of Georgia. Our refund policies comply with Georgian consumer protection laws and the Law of Georgia on Consumer Rights Protection.

8.2 Business Services

9. Third-Party Services and Pass-Through Costs

9.1 Third-Party AI Provider Costs

Our Services utilize third-party AI providers (including Anthropic, OpenAI, Google, and others). Token credits consumed for API calls to these providers represent actual costs incurred and cannot be refunded because:

• We have already paid the third-party provider for the API usage
• Third-party providers do not offer refunds for consumed API credits
• Real-time processing costs are immediately incurred and non-recoverable

9.2 External Service Failures

We are not responsible for refunds due to:

• Third-party AI service outages or interruptions
• Rate limits imposed by external API providers
• Quality or accuracy of third-party AI model outputs
• Changes to third-party provider terms or pricing

10. Free Trials and Promotional Credits

10.1 Free Trial Terms

If we offer free trials:

• Free trials are limited to one per user/organization
• Valid payment method required to start trial
• Automatic conversion to paid subscription unless canceled before trial ends
• Cancel anytime during trial period with no charges

10.2 Promotional Credits

Promotional or bonus credits:

• Are non-refundable under all circumstances
• Cannot be transferred or exchanged for cash
• May have different expiration terms specified at time of issuance
• Are applied before paid credits during usage
• May be revoked if fraud or terms violations are detected

11. Account Termination by Company

11.1 Terms of Service Violations

If we terminate your account due to violations of our Terms of Service:

• You are not entitled to any refunds for unused subscription time
• All prepaid credits are forfeited immediately
• No prorated credits or refunds will be issued
• You remain liable for any outstanding payments or damages

11.2 Service Discontinuation

In the unlikely event we discontinue the Services:

• At least 90 days advance notice will be provided
• Prorated refunds for unused subscription time will be issued
• Remaining prepaid credits will be refunded proportionally
• Export tools will be provided to retrieve your data

12. Contact Information

12.1 Billing and Refund Inquiries

12.2 Payment Processor Support

For immediate payment-related issues, you can also contact Paddle directly:

12.3 General Support

13. Changes to This Policy

13.1 Policy Updates

We may update this Refund Policy from time to time. Changes may reflect:

• Updates to our pricing models or service offerings
• Changes in payment processor terms and capabilities
• Regulatory or legal requirements
• Customer feedback and best practices

13.2 Notification of Changes

• Material Changes: 30 days advance notice via email and platform notification
• Minor Updates: Posted on website with updated effective date
• Continued Use: Your continued use after changes indicates acceptance of the updated Policy

13.3 Previous Versions

Previous versions of this Policy are available upon request for your reference.

14. Best Practices for Customers

To ensure a smooth experience and avoid refund issues:

• Start Small: Try smaller subscription tiers or credit purchases before committing to larger amounts to ensure the service meets your needs
• Test First: Start with free trials or small credit purchases before committing to larger amounts
• Monitor Usage: Regularly check your credit balance and usage patterns
• Set Alerts: Enable usage alerts to prevent unexpected credit depletion
• Calendar Reminders: Set reminders for subscription renewal dates
• Review Documentation: Familiarize yourself with rate limits and cost factors
• Contact Early: Reach out at the first sign of issues rather than waiting
• High-Value Purchases: For purchases over $200, remember that refunds may be available if you have more than 50% time and tokens remaining

15. Dispute Resolution

15.1 Internal Resolution Process

Before pursuing external dispute resolution:

1. Contact our billing team at billing@qui.is
2. Provide detailed information about your concern
3. Allow 5 business days for investigation and response
4. If unsatisfied, request escalation to senior management
5. Final internal review within 10 business days

15.2 External Dispute Resolution

If we cannot resolve your dispute internally, you may:

• Contact your payment method issuer
• Lodge a complaint with the Georgian National Bank (for payment disputes)
• Pursue arbitration as outlined in our Terms of Service