Refund and cancellation policy

This Refund and Cancellation Policy sets out the terms for refunds for the services of the “КьюВи (QueryWise)” service (ИП «DEKODA») and constitutes an integral part of the Public Offer.

1. Nature of the Service

1.1. The Service provides a digital service that is performed at the moment a response to the specified question is generated and provided. The service shall be deemed duly rendered from the moment the User receives the response.

2. Paid for and Provided Services

2.1. Funds for a service already provided (the response received) are non-refundable, since the service has been performed and is individually determined in nature. The User’s disagreement with the content of the neural network’s response shall not constitute grounds for a refund, since responses are generated automatically and are not guaranteed to be accurate (see the Offer).

3. If the service was not provided

3.1. If, for technical reasons, a response was not generated or provided, no funds are charged for such question, and in the event of an erroneous charge, the funds are automatically returned to the balance. Synthesis that has ended unsuccessfully is not charged.

4. Refund of the Unused Balance

4.1. The User has the right to request a refund of the unused balance of funds by sending an application to support@qw.kz, specifying information enabling identification of the payment.

4.2. The balance not used to pay for questions shall be refundable. The refund shall be made less the expenses actually incurred and the fees of payment systems, if permitted by law.

4.3. Bonus and promotional accruals, as well as free questions, shall not be subject to refund or cash withdrawal.

5. Procedure and Time Limits

5.1. The application shall be reviewed within 10 (ten) business days. In the event of a positive decision, the funds shall be refunded using the same method and to the same payment instrument with which the payment was made.

5.2. The crediting period depends on the issuing bank and payment system and may be up to 30 calendar days from the date of the refund.

6. Consumer Rights

6.1. This Policy does not restrict the User’s rights provided for by the Law of the Republic of Kazakhstan “On Protection of Consumer Rights” and other mandatory provisions. In cases expressly established by law, refunds shall be made in accordance with such provisions.

7. Contacts for Refund Matters

7.1. For all refund-related matters, please contact support@qw.kz.