Refund policy

Your legal rights come first

This policy applies to digital products and services purchased from Qentrah. It does not exclude or reduce rights or remedies that applicable consumer law does not allow us to exclude. If a written offer or this policy conflicts with those mandatory rights, the mandatory rights prevail.

How to request help or a refund

Email the contact address below with your order reference, purchase email, the product or service involved, and a description of the problem or cancellation request. Screenshots or an error message can help, but do not send passwords or complete payment-card details.

Please report a problem promptly so we can investigate it. A request is not rejected solely because more than seven days have passed; any applicable statutory period and the circumstances of the order must be considered.

Digital products and delivered files

Before purchasing, check the described platform, file format, licence, included pages, and any third-party requirements. If you are unsure, ask us to confirm compatibility in writing. A preview does not mean every shown asset or external subscription is included.

Whether a change-of-mind cancellation is available after delivery depends on the product, the terms provided before purchase, and applicable law. Delivery or download alone is not treated here as an automatic waiver of a statutory right. Where express consent or acknowledgment is required for immediate digital delivery, that requirement must be met.

Missing access, defects, and duplicate charges

Contact us if files are inaccessible, delivery is missing, the product materially differs from its description, or a payment appears duplicated. We will review the order and available evidence and discuss the appropriate remedy, which may include restoring access, correction, replacement, or a refund.

Any remedy must respect applicable law, including any right to choose a particular remedy. We will not require you to accept credit or a replacement where a refund is legally required.

Custom projects and service cancellations

For custom work, the accepted proposal describes the scope, milestones, payment stages, and any cancellation arrangements. If you need to cancel, contact us as soon as possible so we can establish the status of the work and avoid unnecessary further costs.

Any calculation for completed work or approved expenses must follow the agreement and applicable law. An advance payment is not automatically described as non-refundable. We will explain the work, expenses, and any remaining amount involved in a cancellation review.

Service periods and renewals

Check your service offer for the covered period, renewal price, and what is included. Contact us before the next service period if you do not want further work. Cancelling a future period and requesting a refund for work already provided are separate requests.

Review and return of funds

We may need to verify that the request concerns your order. We will explain the outcome and the basis for any full, partial, or declined refund, subject to your legal rights. If you disagree, you can ask us to review the decision and provide additional information.

Where a refund is approved or legally required, it is normally returned through the original payment method, unless another lawful arrangement is agreed. The payment provider or bank may take time to post it. We will share the available refund reference or status and comply with any applicable legal deadline.

Unresolved concerns

Contacting us does not prevent you from exercising rights with your payment provider, a competent consumer authority, or a court where available under applicable law. Keep your order confirmation and relevant correspondence.