FINAL EFFECTIVE VERSION

Version 2026-08-03.2

7.1 Requests

Requests must be sent to billing@myrqelon.com with the Order/invoice number, Customer, email, date, amount, currency, payment method, requested remedy and, where relevant, evidence of non-conformity. Never send CVV or a full card number.

7.2 Duplicate or mistaken payment

A verified duplicate or evident overpayment is refunded in the excess amount after reconciliation unless lawfully credited to another expressly agreed obligation.

7.3 Before custom work starts

If work has not started and no non-refundable third-party cost has been incurred, payment is returned in full. A lawful, disclosed, actually incurred bank or specially authorised resource cost may be deducted only where permitted by mandatory law.

7.4 After custom work starts

For custom development, the refund equals payment received minus accepted/completed milestones, documented work at the agreed rate or valuation, authorised non-refundable licences/resources and lawful return charges. MYRQELON provides a calculation. Deliverables are released to the extent paid and permitted by licence terms.

7.5 Standard services

Before a consultation, audit, setup or support service starts, cancellation is normally full. After partial supply, the unused part is refundable. After full proper supply, a refund is available only for verified non-conformity, mandatory law or an express guarantee.

7.6 Digital content and digital services

If not supplied on time, the Customer may require supply and, where legally permitted, terminate after an additional reasonable period or immediately where time is essential. For non-conformity the Customer may require correction; where impossible, not completed, repeated or sufficiently serious, proportional price reduction or termination may apply. Continuous services must remain conforming for the agreed period and receive required updates.

Immediate digital content may remove a statutory withdrawal right only if the Customer gave prior express consent, acknowledged the consequence and received confirmation. Otherwise the right is not treated as lost.

7.7 Consumer withdrawal period

Where a mandatory 14-day or other withdrawal period applies, the applicable law determines it. If a Consumer expressly requested early performance, a proportional amount for properly supplied services may be due upon withdrawal, provided the Consumer received the required information. Loss of withdrawal after full performance requires the conditions prescribed by law.

7.8 Subscriptions

Cancellation stops future renewal. The current paid period remains available unless a non-conformity, extended outage, unauthorised charge or mandatory rule requires a refund. A renewal that was not clearly agreed is treated as unauthorised after verification.

7.9 What is not a defect

A new request outside the Specification, a post-delivery third-party API change, a Customer/third-party code change, a disclosed incompatible environment, independent platform rejection or subjective dissatisfaction with a result meeting the criteria is not itself a defect. Mandatory conformity rights remain unaffected.

7.10 Review and timing

Receipt is normally acknowledged within two Business Days and a decision targeted within 10 Business Days. Complex technical or bank cases may take longer with updates. An approved refund is initiated without undue delay and within the mandatory period; the operational target for a voluntary refund is 14 calendar days after approval, subject to bank/compliance checks.

7.11 Refund route and abuse

Refunds normally return to the original payer and method. A different account requires enhanced verification and may be refused. Fraud, sanctions evasion, stolen-card use or evidence manipulation may suspend a voluntary refund while mandatory rights and bank cooperation remain protected.

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