Cancellation and Refund Policy

This Policy governs the rules and procedures relating to the cancellation of subscriptions, plans, and paid services, and requests for refunds of amounts paid for digital services and products provided and made available by the Qriib platform through its platform, websites, and applications.

Depending on the nature of the product or plan, these services include subscriptions, licenses, add-ons, software components or plugins (Plugins), credits, usage-based services, and other digital features and services that Qriib provides from time to time.

This Policy forms part of the general Terms and Conditions https://qriib.com/en/legal/terms-of-service and the various policies and terms of use available on the website https://qriib.com/en/home, and applies to cancellations and refunds to the extent applicable to the service or product concerned. Please note that if you accept or agree to this Policy, you are deemed, in relation to us, to have agreed to the various policies, terms, and conditions on the Qriib platform.

We may, from time to time, engage service providers or third parties to perform or support certain services, including processing payments or refunds or providing certain technical components. Depending on their nature, these services may be subject to additional terms or policies of the relevant entity. This does not mean that the Customer becomes a party to a contract with any service provider merely by using Qriib services. However, by using our services and applications, you are consequently deemed, within reasonable limits, to have agreed to the policies, terms, and conditions of any third parties (service providers) with whom we contract to provide and make available our various services and applications.

This Policy applies to payments made for digital services and products provided directly by Qriib. Cancellation and refund procedures may differ for:

• Services subject to a specific enterprise or commercial agreement;

• Services purchased through a third party;

• Services managed through an app store or external platform;

• Services purchased from a reseller or partner; or

• Any service whose specific terms expressly provide for different provisions.

In these cases, the specific terms or the terms of the entity that processed the purchase apply, as applicable.

1. Definitions

For the purposes of this Policy, the following words and expressions have the meanings set out below, unless the context requires otherwise:

• Cancellation: The Customer or an authorized User stopping the automatic renewal of a subscription, plan, or paid service. Cancellation of a subscription does not, in itself, mean the immediate termination of the service or a refund of amounts previously paid. Unless the terms of service or the applicable agreement provide otherwise, the service continues until the end of the current paid period, after which renewal stops.

• Refund: The return, in whole or in part, of an amount previously paid by the Customer, following approval of a refund request in accordance with this Policy and applicable law. A right to a refund does not arise merely because a subscription is cancelled or the service is not used.

• Service Credit: A credit or benefit provided by Qriib to the Customer as an alternative to, or a commercial remedy in place of, a cash refund, where permitted by law. This may include extending the subscription, adding credit, making a feature, Plugin, or Add-on available, temporarily increasing usage limits, or providing any other benefit determined by Qriib according to the circumstances of the case.

• Payment Date: The date on which successful payment is confirmed and recorded by Qriib, the payment service provider, or the authorized entity that processed the transaction, as applicable.

• Renewal Date: The date specified for the start of a new billing period as a result of the automatic renewal of the subscription or plan.

• Billing Cycle: The period on the basis of which subscription or service fees are calculated, in accordance with the relevant plan, offer, or terms of service.

• Substantial Use: Use of the service or its resources in a manner that reasonably indicates actual benefit from the service. Depending on the nature of the service, this includes consuming credits or units, using paid storage or processing capacity, activating and using licenses, running usage-based services, creating or processing paid outputs, or performing an irreversible operation.

• Customer/User/You/Consumer: A natural or legal person, or any entity, that uses or purchases Qriib services, depending on the nature of the relationship and the purpose of using the service.

Where applicable, Consumer means a natural person who contracts for or purchases the service for purposes unrelated to their trade or profession, to the extent established by applicable law.

• Business Customer: Any legal person, establishment, or person that contracts for Qriib services for purposes related to a commercial, professional, or institutional activity.

Please note that certain consumer protection rights under local laws may not apply to Business Customers. Enterprise and corporate subscriptions are also subject to any agreement, order form, or specific commercial terms entered into with Qriib.

2. Cancellation

You (the Customer/User) may cancel your subscription or plan using the cancellation mechanism available in your account with us or through customer support on the Qriib website https://qriib.com/en/contact-sales. Cancellation stops future renewal of the subscription.

If the subscription is subject to automatic renewal, cancellation takes effect immediately upon confirmation for the purpose of stopping future renewals and charges. The service remains available until the end of the current paid period, unless the terms of service or applicable law provide otherwise.

When cancellation is completed through the available means, a confirmation may be sent to the email address associated with the account or through the approved communication method, depending on the nature of the service.

By accepting and agreeing to this Policy, you accept that cancellation of a subscription does not automatically result in:

• A refund of the amount paid for the subscription being cancelled;

• A refund of the value of the unused period;

• A refund of the value of add-ons, credits, or services that have been purchased or used.

Removing or changing a payment method does not, in itself, affect the status of the subscription or constitute cancellation of the subscription, unless the service mechanism expressly provides otherwise.

3. Automatic Renewal and Recurring Charges

If the service or plan allows automatic renewal or recurring payments, the nature of the subscription and the renewal mechanism will be explained to you before the purchase is completed or the subscription is activated, depending on the nature of the service.

The information displayed before completion of the transaction may include, as applicable, the name of the plan or service, the applicable fees, the currency, the billing cycle, the existence of automatic renewal, the date or mechanism of the next charge, and the cancellation method. Recurring charges are activated only on the basis of the Customer's consent to the subscription or automatic renewal, in accordance with the consent mechanism adopted in the purchase process.

Qriib, or entities acting on its behalf, retains the records necessary to evidence the subscription and consent to recurring charges, to the extent permitted by law and applicable policies.

Payment data may be processed through payment service providers or authorized third parties. We do not retain the full card number or card verification value (CVV) as part of operating the recurring subscription service. However, identifiers or technical tokens necessary to manage recurring payments may be retained in accordance with the adopted technical architecture.

Where the service allows, you may update or replace the payment method used for the subscription through the means available within the account or through Qriib's official channels.

By agreeing to this Policy, you acknowledge that you are responsible for maintaining a valid payment method and updating it when necessary. Removing or changing the payment method alone does not constitute cancellation of the subscription.

4. Free Trial Period

For certain services or plans, we may offer a free trial period or promotional offer subject to the terms explained at the time of subscription. If the trial period requires a payment method to be entered, payment details may be requested before the trial begins, in accordance with the adopted payment mechanism. Fees are charged only in accordance with the terms disclosed at the time of subscription.

If the offer includes automatically converting the subscription into a paid subscription after the trial period ends, you will be informed of this before completing the subscription, and the cancellation method will be explained. A notice may be sent to you before the trial period ends and the subscription converts into a paid subscription, in accordance with applicable law, the relevant payment service rules, and the service mechanism.

The Customer may cancel the subscription during the trial period using the available cancellation mechanism, without charges for the free trial period, unless different terms were expressly disclosed before subscription and are legally permitted.

A free trial period does not, in itself, constitute a permanent entitlement or one available to every account. Certain trial offers may be limited in terms of eligibility, frequency, or duration, in accordance with the terms announced when the offer is advertised.

5. General Refund Rule

By agreeing to this Policy, you accept that, as a general rule, fees paid for Qriib services are non-refundable after the service has been activated, made available, or used, except in the cases specified in this Policy or any cases in which applicable law requires the fees to be refunded. None of the following circumstances, in itself, constitutes a sufficient reason for a refund:

• Not using/activating the service after purchase/subscription;

• Partial use of the services;

• The Customer (User) changing their mind after purchase/subscription;

• The service not meeting the Customer's (User's) needs that were not part of the description;

• Subscribing to/purchasing a plan, service, add-on, or feature that the Customer does not need or no longer needs;

• The Customer selecting an unsuitable plan;

• Deleting the account before the subscription term ends;

• Cancelling the subscription before the paid period ends;

• Not using all the features available under the plan;

• Downgrading the plan or reducing the number of users or licenses; or

• Failing to cancel automatic renewal before its scheduled date, subject to any rights or remedies that may arise under this Policy or applicable law.

6. Subscription/Purchase Review Period

We may provide a limited period for reviewing the subscription/purchase and giving the Customer an opportunity to contact us about the service.

• Monthly Subscriptions

You may submit a request for refund review within seven (7) calendar days of the Payment Date.

• Annual or Longer-Term Subscriptions

You may submit a request for refund review within fourteen (14) calendar days of the initial Payment Date. This period does not constitute an absolute or automatic right to a refund, nor does it diminish any mandatory rights established by applicable law.

Consideration of the request is subject, depending on the nature of the service, to the following conditions:

• The request being submitted within the specified period;

• Verification of the payment transaction and the account;

• There having been no Substantial Use of the service;

• No credits, units, or usage-based services having been consumed;

• No irreversible services or operations having been performed;

• The account not having been suspended or terminated for a violation of any of the Qriib platform's terms of use or policies.

By accepting this Policy, you agree that, after reviewing the request and depending on the circumstances, we may:

• Resolve the problem without a Refund;

• Provide an alternative solution;

• Grant a Service Credit;

• Extend the subscription;

• Provide a Plugin, Add-on, or additional feature;

• Approve a partial Refund; or

• Approve a full Refund.

Submitting a review request within the specified period does not mean automatic approval of a refund. The request is subject to verification and assessment in accordance with this Policy and applicable law.

7. Review of Renewal Transactions

If a subscription is renewed and fees for a new billing cycle are charged, the Customer does not acquire an automatic right to a refund merely because they do not wish to continue the service or did not notice the renewal date.

However, you may contact Qriib and request an exceptional review of the renewal transaction within the following periods:

• Three (3) business days from the Renewal Date for monthly subscriptions;

• Seven (7) business days from the Renewal Date for annual or longer-term subscriptions.

These requests are subject to verification of the Renewal Date, the account status, the extent of use of the service, the circumstances relating to the transaction, and any practical considerations that Qriib deems relevant. Depending on the outcome of the review, we may approve either a full or partial refund, provide a Service Credit, extend the service, or reject the request.

Depending on the nature of the subscription and billing cycle, we may send notices or reminders relating to renewal or charges in accordance with applicable law and the applicable payment service rules. A transaction confirmation or receipt may also be sent after the charge is completed, including, as applicable, basic transaction details and the information necessary to manage or cancel the subscription.

8. Changes to Prices or Terms

From time to time, we may modify the fees, prices, or terms of certain plans or services at our discretion. Where a modification affects the fees of a renewing subscription, we will seek to inform you through an appropriate method before applying the modification. The revised price applies in accordance with the terms communicated to you through the Qriib website and at the start of the relevant billing cycle, unless the law or the terms of service provide otherwise. Depending on the subscription mechanism, you may cancel renewal before the revised price is applied.

9. Failed Collection or Payment

If fees due cannot be collected because the payment method is declined or fails, or for any reason relating to collection, we or the approved payment system may attempt collection again or notify you that the payment method needs to be updated.

Depending on the nature of the service, you may be given an appropriate period to resolve the payment failure before the service is suspended or restricted, or the account is converted to a free plan, if one is available. No fees are charged for a period during which the service was suspended and the paid service was not provided, unless the terms of the relevant service provide otherwise.

Failed collection attempts do not, in themselves, constitute a final collection or successful transaction unless successful payment is confirmed.

10. Material Service Failures

You may contact us if you are substantially unable to benefit from a paid service because of a material and persistent technical fault directly attributable to Qriib.

Upon receiving the complaint/report, Qriib works, depending on the circumstances, to take appropriate action, which may include:

• Identifying the cause of the fault;

• Rectifying the fault;

• Providing an alternative solution or temporary means of benefiting from the service;

• Extending the subscription term;

• Granting a Service Credit;

• Providing a partial Refund; or

• Providing a full Refund where the circumstances warrant it or the law requires it.

However, by agreeing to this Policy, you accept that a refund is not automatic merely because a problem is reported.

In determining the appropriate solution/remedy, the following are taken into account, as applicable:

• The duration of the fault;

• The extent of its impact on the service;

• The features or functions affected;

• The extent of the Customer's use of the service;

• The possibility of providing an alternative solution;

• The time required to rectify the fault.

11. Problems Outside Qriib's Control

By agreeing to this Policy, you acknowledge your agreement that Qriib is not responsible for providing a Refund for a problem that is not directly attributable to it, including, as applicable:

• An interruption or weakness in the Customer's internet connection;

• The Customer's devices or software;

• The Customer's settings or account;

• Telecommunications providers' services;

• Third-party services or systems;

• Payment service provider problems;

• External infrastructure failures;

• Force majeure; or

• Any circumstance beyond Qriib's reasonable control.

Nevertheless, depending on the circumstances, Qriib may provide support, an alternative solution, or a Service Credit.

12. Payment Errors and Duplicate Charges

You may contact Qriib if you believe that a payment involved:

• Charging the amount more than once for the same transaction;

• Charging an amount different from the amount displayed or disclosed before payment;

• Charging an amount as a result of an error in Qriib's system; or

• An error in the invoice or transaction processing.

You must provide the information and evidence necessary to verify and address your complaint/problem. If review and verification establish that a duplicate charge or overcharge occurred as a result of an error on Qriib's part, we will then refund the excess amount or correct the error, depending on the circumstances, without prejudice to any mandatory right established by law.

Merely alleging an error does not constitute conclusive evidence of entitlement to a refund. The request is subject to verification of the transaction and payment records.

13. Upgrades, Downgrades, and Add-ons

• Upgrade: When you upgrade the plan or purchase an additional service, Add-on, or Plugin, the new transaction is subject to this Policy and the relevant terms of service.

• Downgrade: Downgrading the plan, reducing the number of users or licenses, or removing an Add-on does not result in an automatic Refund for the unused portion of the paid period.

A downgrade usually applies to the next billing period, unless the Terms and Conditions or any Qriib policy provide otherwise.

• Add-ons and Features: Add-ons, Plugins, and additional features may be handled according to the nature of each service and the extent to which it has been activated or used.

Once an irreversible service or add-on has been activated or consumed, the used portion is non-refundable, except where the law or this Policy requires otherwise.

14. Usage-Based Services and Credits

Credits, units, and usage-based services are subject to the Terms and Conditions and/or the relevant plan. Once a credit or unit has been used or consumed, or the associated service has been performed, the used portion is non-refundable, unless an error on Qriib's part is established or a refund is required by law.

The terms governing use, expiry, or refunds may vary depending on the type of credit or service, or the plan subscribed to. You will be informed of the applicable terms at the time of purchase or use.

15. Services Performed or Consumed Irreversibly

Certain services, add-ons, or digital operations may include services that are performed or consumed immediately and cannot practically be reversed.

Once these services have been performed or consumed, the consumed portion is non-refundable. Depending on the nature of the service, this includes:

• Consumed units;

• Used credits;

• Operations performed at the Customer's request;

• Services that have been fully activated or consumed; or

• Any digital service that cannot be restored to its previous state.

16. Account Suspension or Termination for a Violation

If we suspend, restrict, or terminate your account because of a violation of Qriib's Terms and Conditions, the Acceptable Use Policy, or any other policy in force, or because of fraudulent, unlawful, or unauthorized activity, this does not, to the extent permitted by law, impose an obligation on Qriib to refund any fees for the period during which the service was available or used.

17. Submitting a Refund Request

A refund request must be submitted through Qriib's approved official communication channels. The request must also include the following: the account holder's name or the establishment's name; the email address associated with the account; account details or Customer number, if any; the invoice or transaction number, if any ("Invoice"); the payment date and amount; the payment method used; the reason for the refund request; a description of the problem or incident concerned; and any additional information or documents requested by Qriib for verification. You must provide the requested information accurately and completely. By agreeing to this Policy, you acknowledge that you are aware that no Refund is approved solely on the basis of submitting a request.

To protect your payment data, please do not send or share the full bank card number, card verification code (CVV/CVC), card PIN, passwords, one-time passwords (OTP), or any confidential authentication data in the refund request or in correspondence with Qriib. Provide only the data necessary to verify the transaction, such as the order or invoice number, or the transaction reference, date, and amount, and any additional data that Qriib requests securely when needed.

18. Review of a Refund Request

Upon receiving a refund request, Qriib reviews the relevant information, depending on the circumstances. This may include, for example: payment records; the Invoice; the purchase or renewal date; the type of subscription or service; the account status; the service usage history; credits and units consumed; add-ons, Plugins, or Add-ons that have been activated; the reason for the request; previous correspondence with the Customer; and any other relevant information. Qriib may request additional information before making a decision. No preliminary correspondence from the support or customer service team constitutes final approval of a refund unless this is officially confirmed through customer service.

We, or entities acting on our behalf, may use the records and data necessary to verify payments, subscriptions, usage, and cancellations, to the extent permitted by law and applicable privacy policies.

19. Outcomes of Refund Request Review

After reviewing the request, Qriib may, depending on the circumstances and applicable law, take one of the following actions, including, without limitation:

• Resolving the Problem: If the reason for the request relates to a problem that can be fixed or addressed.

• Providing an Alternative Solution: Such as providing an alternative way to benefit from the affected service or feature.

• Granting a Service Credit: This may include extending the subscription; adding credit; providing a Plugin, an Add-on, or an additional feature; or temporarily increasing usage limits.

• Partial Refund: If the affected portion of the service is identifiable and its value can reasonably be estimated, or if this is the appropriate remedy under the law or the circumstances of the case.

• Full Refund: If the review establishes your entitlement to a full refund, or if this is required by applicable law.

• Rejecting the Request: If the refund conditions set out in this Policy are not met and there is no other mandatory right to a refund.

Please note that if, in a particular case, Qriib approves a Refund, Service Credit, subscription extension, Add-on, Plugin, or any other commercial remedy, this does not create a similar right for you in future cases. Each request is assessed according to its circumstances, the service concerned, the policy in force, and applicable law.

20. Refund Processing Mechanism

• Refund Processing Mechanism:

When a cash refund is approved, Qriib refunds the amount to the original payment method used for the transaction, whenever technically possible and permitted, or through the approved transaction processing mechanism, as applicable. Payments and refunds may be processed through payment service providers or independent processors approved by Qriib from time to time. We initiate refund procedures after the request is approved, within the reasonable operational timeframe applicable to the transaction, without prejudice to any shorter period required by applicable law.

It may take additional time for the amount to appear in your account, depending on the procedures of the bank, card issuer, or payment service provider.

Accordingly, Qriib's approval of a refund does not necessarily mean that the amount will appear in your account immediately. We are not responsible for delays resulting from the procedures of the bank, card company, or payment service provider after Qriib has initiated or carried out the refund procedures, where the delay is not attributable to Qriib.

Whenever possible, the transaction amount is refunded in the currency and amount recorded in the payment transaction concerned. We are not responsible for currency conversion differences or fees that may be imposed by the bank or card issuer, to the extent permitted by law.

• Fees Associated with Refunds:

If a refund is approved, the amount payable is determined according to the outcome of the review and the nature of the service. Any fees or costs are deducted from the refunded amount, when necessary, to the extent permitted by applicable law, or where they relate to a service, usage, or amount consumed or performed for your benefit, where such a deduction is permitted.

The Customer is not charged any fees associated with correcting a duplicate charge or overcharge that is established to have resulted from an error on Qriib's part.

21. Unauthorized Payments

If you believe that a payment was made without your permission or that your account has been subject to unauthorized use, you must contact Qriib as soon as you discover the transaction and provide its details so that we can take the necessary action within our control. Qriib may also request additional information to verify the transaction, and coordination with the payment service provider, bank, card issuer, or any relevant entity may take place when necessary.

This Policy does not restrict any right you (the Customer) may have to dispute an unauthorized transaction under the law or the rules of the bank, card issuer, or payment service provider.

22. Bank Disputes and Chargebacks

We encourage you to contact us first if you dispute a payment so that we can review the problem and attempt to address it as quickly as possible. This Policy is not intended to restrict any legal right or any right established for you under the rules of the payment service provider, card network, bank, or card issuer.

If a Chargeback or transaction reversal occurs through the bank or payment provider, Qriib may review the transaction and related records and take appropriate action in accordance with the law and applicable rules.

23. Purchases Through Third Parties

If a Qriib service is purchased through an app store, platform, reseller, partner, or other entity that collects the transaction amount, cancellation and refunds may be subject to the terms and procedures of the entity that processed the purchase.

In these cases, you may be required to submit the cancellation or refund request through the entity that collected the amount rather than through Qriib.

The refund mechanism, timeframe, or method of returning the amount may vary depending on the entity that processed the transaction, without affecting any mandatory right established by law.

24. Statutory Rights

This Policy is not intended to exclude or restrict any mandatory right established for you under the law, regulations, rules governing consumer protection, distance contracting or digital services, or any other applicable rules. If applicable law grants the Customer a right to cancel, withdraw, obtain a replacement, have the service repaired, obtain a price reduction, or receive a refund, that right applies within the limits, conditions, and time periods established by law.

If any provision of this Policy conflicts with a mandatory right established under applicable law, the mandatory legal provision applies to the extent of that conflict.

25. No Duplicate Refunds

You are not entitled to receive more than one refund for the same transaction. If the bank, card issuer, or payment service provider reverses the transaction or refunds its amount as a result of a dispute or Chargeback, and you have already received a refund from Qriib for the same transaction, you must notify Qriib.

We may take the necessary action to address any duplicate refund in accordance with our terms and policies and to the extent permitted by law.

26. Contact and Complaints

For enquiries relating to cancellation, refunds, or billing, you may contact Qriib through the official communication channels published on the website https://qriib.com/en/contact-sales or by email at: support@qriib.com

We seek to acknowledge receipt of cancellation or refund requests and complaints and provide an initial response within the operational timeframe announced through our official channels, depending on the nature of the request and the information necessary to verify it.

We are entitled to request additional information or documents to verify the account holder's identity or the transaction details before taking action on a cancellation or refund request.