Refund Policy

1. Monthly Subscription Billing

Qenvo subscriptions are billed monthly in advance, based on the active-user count for the applicable module. Billing cycles run from the date of initial signup and renew automatically each month unless cancelled in accordance with Section 3.

2. 14-Day Refund Window

New subscriptions may be cancelled within 14 calendar days of the initial transaction date for a full refund of that first payment, provided the platform has not been used to dispatch, track or otherwise manage live operational work during that period. This mirrors the statutory withdrawal right available to consumers in the EU/EEA and UK, which Qenvo extends as standard policy to all Clients regardless of location.

• The 14-day window runs from the date of the Client's first successful payment for a given module, not from each subsequent renewal.
• The right does not apply once the platform has been substantively used — for example, to dispatch orders, log attendance, or manage active jobs — as at that point the service has been delivered and consumed.
• This 14-day right applies once per Client organization per module. Add-on fees follow the same window if activated at the same time as a new subscription; add-ons activated later follow Section 6.
• If a Client's payment was processed through a third-party payment provider that operates its own buyer-facing refund process, the Client may also be able to request a refund directly through that provider within the same 14-day period, subject to that provider's own terms.

To request a refund under this section, contact support@qenvo.io with your account details and transaction date. We aim to review and respond within 10 business days.

3. General No-Refund Position (After the 14-Day Window)

Once the 14-day window in Section 2 has passed, or has been waived through use of the platform, Qenvo provides continuous access to a live, configured SaaS platform from the moment an account is activated. Fees already paid for a current or completed billing cycle are generally non-refundable from that point on, including where:

• The Client used only part of the platform's features during the billing cycle
• The Client added and later removed active users mid-cycle
• The Client decides to cancel partway through a paid billing cycle
• The Client's own operational changes (e.g. reduced order volume, fewer field staff) reduce their use of the platform

This reflects that Qenvo's infrastructure, configuration and support resources are provisioned for the Client from the start of each billing cycle, regardless of actual day-to-day usage.

4. Cancellation

• Clients may cancel their subscription at any time by written request to support@qenvo.io or through account settings where available.
• Cancellation stops future billing cycles from the next renewal date onward. The Client retains access to the platform through the end of the billing cycle already paid for.
• No partial-month or prorated refund is issued for the remainder of a billing cycle in which cancellation is requested, except where required by applicable law.

5. Other Exceptions — When a Refund or Credit Applies

Outside the 14-day window, Qenvo will still issue a full or partial refund, or an equivalent account credit, in the following circumstances:

• Duplicate or erroneous billing: where a Client was charged more than once for the same billing cycle, or charged in error due to a billing system fault.
• Extended platform unavailability caused by Qenvo: where the platform is unavailable due to a fault attributable to Qenvo for a continuous period exceeding 72 hours within a billing cycle, Qenvo will issue a prorated service credit for that downtime upon the Client's request, excluding downtime caused by scheduled maintenance (with reasonable prior notice), the Client's own network/device issues, or force majeure events.
• Statutory rights: where mandatory consumer protection law applicable to the Client's jurisdiction grants a right to a refund or cooling-off period broader than Section 2 that cannot lawfully be excluded, that right applies notwithstanding this policy.

Refund and credit requests under this section must be submitted to support@qenvo.io with the account and billing details concerned. We aim to review and respond to all refund requests within 10 business days.

6. Premium Add-Ons

Fees for Premium Add-On Engine features (such as the dynamic form generator, client portals or advanced reporting) follow the same 14-day window and no-refund-thereafter principles as core subscription fees, unless otherwise stated at the time the add-on is activated. Add-ons may be deactivated at any time to stop future billing; fees already paid for the current cycle are not refunded except under Sections 2 or 5.

7. Failed or Disputed Payments

If a payment fails or is disputed (e.g. a chargeback is filed) without first contacting support@qenvo.io to resolve a billing concern, Qenvo reserves the right to suspend platform access until the matter is resolved, and to recover any resulting bank or processor fees from the Client. We encourage Clients to contact support before initiating a chargeback so billing issues can be resolved directly.

8. How Refunds Are Issued

Approved refunds are issued to the original payment method used, or as account credit toward future billing where a Client prefers, within 10 business days of approval. Processing times to reflect in the Client's bank or card statement depend on the Client's payment provider and are outside Qenvo's control.

9. Changes to This Policy

Qenvo may update this Refund Policy from time to time. Material changes will be posted on this page with an updated effective date and, for active Clients, notified via email or in-platform notice at least 15 days before taking effect.

10. Contact

For billing questions, cancellations or refund requests: