Legal

Refund Policy

This policy explains when you can cancel a Qaisi purchase and when a refund is available. It covers Website Care subscriptions, one-off digital services bought in the portal, and custom project work. A signed proposal or statement of work takes precedence for that engagement.

Last updated:

1. What this policy covers

This Refund Policy applies to paid digital products and services sold by Qaisi through qaisi.dev, the client portal, Website Care checkout, and any invoice we issue for those services. It does not apply to third-party products you buy directly from another company (for example advertising spend billed by Google or Meta).

Our Terms of Service and any signed project agreement also apply. If a signed agreement sets a different refund or cancellation rule for that project, the signed agreement wins.

2. Who we are

Services are provided by QAISI TECH LTD, registered in England and Wales (company number: 17299174), registered office at Office 1487, 60 Tottenham Court Road, Fitzrovia, London, United Kingdom, W1T 2EW. Refund requests: [email protected].

Where a checkout is processed by a payment partner (such as Paddle), that partner may act as merchant of record for the transaction, collect tax, and pay the refund. The decision on whether a refund is due still follows this policy.

3. How to request a refund or cancellation

Email [email protected] from the address on the account, or use the billing area of the client portal where a cancel option is shown. Include:

  • Your name and business name
  • The email used at checkout
  • The plan, product or invoice reference
  • Whether you want to cancel future billing, request a refund, or both

We confirm receipt and reply within 5 business days. If we approve a refund, it is sent to the original payment method within 14 days of that approval. Your bank or card issuer may take additional time to show the credit.

4. Website Care subscriptions

Website Care (Essential, Business and Premium) is a monthly digital service: hosting, professional email, security, backups and the care described on the plan page.

  • You can cancel at any time. Cancellation stops the next renewal. You keep access until the end of the period you have already paid for.
  • Once a paid period has started, that period is not refunded, because the service is already being provided.
  • If your plan has a future start date and the service has not begun, you can cancel before that date for a full refund of the unused prepayment.
  • If a renewal charge is a clear duplicate or a billing error, we refund that charge in full.

5. One-off digital services

This covers fixed items in the client shop, such as development hours, design packs, security reviews, campaign setup and similar digital deliverables.

  • If we have not started the work, you may cancel within 14 days of purchase for a full refund.
  • After work has started, you pay for the work already completed and for third-party costs we have already committed. Any unused balance is refunded.
  • A deliverable that has been completed and handed over is not refunded.

6. Custom projects

Websites, applications, security engagements and other scoped builds follow the proposal or statement of work you accept. Unless that document says otherwise:

  • A deposit covers kickoff and reserved capacity. It is refundable only if we have not started and you cancel within 14 days of paying it.
  • Fees for work already performed are not refundable. If you cancel after work has started, you owe fees for work completed to the cancellation date, plus costs already committed on your behalf.
  • Milestones that have not started can be cancelled, and you will not be charged for them.

7. What is not refunded

  • Work, hosting, email or support already delivered in a period that has started
  • Completed digital deliverables
  • Third-party costs we have already paid or cannot recover, including domains, licences, ad spend and similar pass-through fees
  • Accounts closed for breach of the Terms of Service or acceptable-use rules

8. How refunds are paid

Approved refunds go back to the original payment method. We do not send refunds to a different card or account unless the original method cannot accept them and we agree an alternative in writing. If a payment partner processed the checkout, they issue the refund on our instruction and in line with this policy.

Please contact us before raising a card dispute. We will look at the charge first and correct a billing error if there is one.

9. Your statutory rights

If you are a consumer in the United Kingdom, you may have a 14-day right to cancel a distance contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. For digital services, that right can end once we have started supplying the service, if you asked us to start during the cancellation period and acknowledged that you would lose the right to cancel. Nothing in this policy limits rights that the law does not allow us to exclude, including rights where a digital service is not provided with reasonable care and skill.

10. Changes to this policy

We may update this policy from time to time. The "Last updated" date above will change when we do. The version in force on the date you paid applies to that purchase, unless a change is required by law.

11. Contact

Refund and cancellation questions: [email protected]. See also our Terms of Service and Privacy Policy.