Scope and Contract Hierarchy

This policy applies to purchases made directly from QIH or through an authorised QIH checkout or payment link. It should be read with the quotation, order form, Master Service Agreement, Payment Policy and service-specific terms. If they conflict, the signed agreement or accepted order controls, subject always to rights that cannot lawfully be excluded.

Business and Consumer Customers

Most QIH services are supplied for business purposes. A customer buying wholly or mainly for business use is generally treated as a business customer. A natural person buying wholly or mainly outside their trade, business, craft or profession may be a consumer and may have additional statutory cancellation and remedy rights.

Consumer Cancellation Rights

Where UK distance-contract cancellation rights apply, an eligible consumer will normally have 14 days to cancel a service contract from the day after the contract is made. Different rules may apply to goods, mixed contracts and customers in other jurisdictions.

• If the consumer expressly requests service to begin during the cancellation period and later cancels, QIH may deduct a proportionate amount for work properly supplied before cancellation.
• If the service has been fully performed within the cancellation period following the consumer’s express request and acknowledgement, the cancellation right may end where the law permits.
• Digital content supplied immediately may require the consumer’s express consent and acknowledgement concerning loss of the cancellation right.

This section does not limit remedies for services or digital content that are faulty, misdescribed or not supplied with legally required care and skill.

Business Customer Cancellations

Business customers do not receive a general 14-day cooling-off right unless QIH expressly grants one in writing. Cancellation and refund rights are governed by the accepted quotation, order, service agreement and this policy. QIH may nevertheless agree a reasonable cancellation, partial refund, account credit or revised scope where commercially appropriate.

Setup, Onboarding and Custom Work

Setup fees may cover discovery, onboarding, server or account preparation, AI configuration, knowledge-base work, website setup, workflow design, security configuration, integrations and project management. Once this work begins, QIH may retain the amount reasonably attributable to work performed and non-recoverable commitments.

• Unperformed work is not automatically chargeable merely because it appeared in the original scope.
• Custom or completed work may be non-refundable where this was clearly agreed and legally permitted.
• If QIH cancels without customer fault, QIH will refund prepaid amounts for undelivered work after permitted deductions or provide an agreed alternative remedy.

AI Digital Reception and Usage-Based Services

AI Digital Reception packages may include setup, reserved capacity, call minutes, message interactions, integrations and continuing management. Used minutes, completed interactions, activated integrations and third-party consumption are not normally refundable unless the service was defective or the law requires otherwise. Unused allowance does not roll over or convert to cash unless the accepted package expressly says so.

Subscriptions and Renewals

Cancellation of a subscription stops future renewals when completed in accordance with the applicable notice procedure. It does not automatically refund the current billing period.

• Customers retain access until the end of a paid period unless suspension, immediate termination or another arrangement lawfully applies.
• An accidental duplicate renewal or charge will be investigated and corrected where verified.
• Failure to use a service does not by itself create a refund right while the service remained available.
• If QIH materially fails to provide a prepaid recurring service and does not remedy the failure within a reasonable period, an appropriate partial refund or service credit may be considered.

Digital Content and Immediate Access

Downloads, templates, reports, courses, digital resources and other content may be delivered immediately. Where legally required for a consumer, QIH will request express consent to immediate supply and acknowledgement of any resulting effect on the cancellation right. Access alone does not remove statutory remedies if digital content is faulty, unsafe, misdescribed or otherwise non-conforming.

Websites, Hosting and Third-Party Licences

Domain registrations, telephone numbers, hosting, advertising spend, premium plugins, software licences, communication APIs, payment fees and other third-party items may be non-refundable after purchase where the provider does not refund QIH. QIH will disclose material non-recoverable costs where reasonably possible. Refunds for QIH’s own work remain assessed separately from third-party charges.

Physical Goods

If QIH sells physical goods, the applicable product listing and consumer law govern cancellation, return condition, delivery and return costs. Bespoke, personalised, perishable, sealed or hygiene-sensitive products may have lawful exceptions. This digital-services policy does not reduce mandatory rights relating to faulty physical goods.

Service Problems and Right to Remedy

Customers should give QIH sufficient details and a reasonable opportunity to investigate and remedy a service problem. Depending on the circumstances, a suitable remedy may include re-performance, correction, replacement, additional service time, service credit, price reduction or refund. QIH will not require a customer to accept repeated ineffective attempts where the law provides another remedy.

How to Request a Refund

Send requests to billing@qihhub.com and include:

• customer and company name;
• invoice, order or transaction number;
• service concerned;
• reason for cancellation or refund;
• relevant evidence, dates and communication;
• requested resolution.

QIH will acknowledge and review a complete request within a reasonable period. Complex cases or provider investigations may require additional time, and QIH will provide an update where practical.

Refund Method and Timing

Approved refunds are normally returned to the original payment method. QIH may request an alternative verified business account only where the original method cannot receive the refund. Processing time depends on Stripe, Wise, banks, card networks and other providers; the refund may take additional working days to appear after QIH submits it.

• QIH refunds only the amount it approves and will itemise permitted deductions where relevant.
• Exchange-rate movements and customer-bank charges are outside QIH’s control.
• A refund confirmation does not guarantee the receiving bank’s posting date.

Chargebacks and Payment Disputes

Customers should contact QIH before filing a chargeback where reasonably possible, so the matter can be investigated promptly. QIH may provide contracts, invoices, delivery evidence, usage logs and communications to the payment provider. Fraudulent or abusive chargebacks may lead to service restriction and recovery action. A genuine complaint or statutory claim will not be treated as abuse merely because it is disputed.

Exclusions and Refused Requests

Subject to mandatory rights, QIH may refuse or reduce a refund where:

• the service was supplied as agreed;
• the request concerns a result that was never guaranteed;
• the customer supplied incorrect information, withheld access or prevented performance;
• the amount represents completed work, used capacity or disclosed non-recoverable third-party costs;
• the request involves fraud, material misuse or a breach causing QIH loss.

QIH will not rely on this section to avoid responsibility for its own breach, negligence, misrepresentation or liability that cannot lawfully be excluded.

International Customers

Customers outside the United Kingdom may have mandatory local rights that apply despite a contractual choice of law. Currency conversion, intermediary-bank costs and regional tax treatment may affect the final amount received. QIH will not apply this policy in a way that unlawfully removes mandatory consumer protections.

Contact and Related Policies

Quantum Intelligence Hub Ltd
71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom
Billing: billing@qihhub.com
Legal: legal@qihhub.com
Support: support@qihhub.com

• Payment Policy
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• Privacy Policy

QIH may update this policy for future purchases. A material update will not retrospectively remove an accrued right or alter an already accepted fixed commercial term unless the parties agree or the law requires it.