Refund & Cancellation Policy

General Terms

• Refund requests must be submitted through Our online support desk and include the applicable invoice or transaction number.
• Approved refunds are generally returned to the original payment method. Bank and card processing times are outside Our control.
• Refunds do not include work already performed, services already consumed, usage charges, or nonrecoverable third-party costs.
• Nothing in this Policy limits rights that cannot legally be waived.

Hosting Services

Web, email, cloud, and server hosting fees may be refunded when a cancellation request is received within 14 calendar days of the initial purchase or renewal charge.

The 14-day refund does not include setup or migration work, domain charges, software licenses, usage or overage charges, hourly labor, or other nonrecoverable costs. After 14 days, hosting fees are nonrefundable and cancellation takes effect at the end of the current paid term unless We agree otherwise in writing.

Domain Names

Domain registration, renewal, transfer, redemption, recovery, and related registry fees are generally nonrefundable once submitted to the upstream registrar or registry.

If an upstream provider successfully cancels the transaction and returns funds to Us, We will refund the amount We recover, less any nonrefundable processing, registry, or administrative costs. A misspelled or incorrectly selected domain is not normally eligible for a refund after registration.

Hourly and Project Work

• Completed labor, troubleshooting, and consultation time are generally nonrefundable, except as provided under the Satisfaction Review and Workmanship Guarantee sections below.
• Scheduled work may be canceled or rescheduled without charge when reasonable notice is provided. Late cancellations or missed appointments may be billed for reserved time only when that term was disclosed when scheduled or agreed in writing.
• Unused and uncommitted portions of prepaid hourly blocks or project deposits may be refunded after deducting completed work, committed costs, and any amount otherwise stated in the applicable agreement.
• When discounted prepaid time is refunded, used time may be recalculated at Our standard hourly rate before the remaining balance is returned.
• Project milestones that have been completed and accepted are generally nonrefundable, subject to Our discretionary satisfaction review.
• Estimates are not fixed-price commitments unless expressly identified as such in writing.

Satisfaction Review and Discretionary Refunds

If a customer is not reasonably satisfied with hourly or project work, the customer should contact Us promptly and allow Us a reasonable opportunity to review the concern and, when appropriate, correct or complete the work.

After reviewing the circumstances, We may, at Our sole discretion, provide a full refund, partial refund, account credit, additional corrective work, or another mutually acceptable resolution. Factors may include the agreed scope, work performed, result delivered, customer cooperation, third-party limitations, and whether We were given a reasonable opportunity to address the concern.

A discretionary refund or accommodation in one situation does not create an obligation to provide the same remedy in another situation and does not limit rights that cannot legally be waived.

Lifetime Workmanship Guarantee

If a reproducible problem is directly caused by an error or misconfiguration in work performed by Qutzl, We will correct the portion of the problem attributable to Our work without additional labor charges for the supported lifetime of the affected product or configuration.

For this guarantee, the supported lifetime continues only while the product or configuration remains in service for the original customer, is supported by its manufacturer or developer, and has not been replaced, materially modified, or placed in an environment materially different from the one in which Our work was completed. This guarantee is not transferable.

The guarantee for the affected work is void if the relevant product, system, or configuration is later modified, reconfigured, repaired, or replaced by another vendor, contractor, employee, customer representative, or other person without Our approval. Unrelated changes do not void the guarantee unless they contributed to the claimed problem or prevent Us from determining whether Our original work caused it.

The customer must provide reasonable access and information needed for Us to investigate. If only part of an issue is attributable to Our work, the guarantee covers only the corrective labor for that portion. Hardware, licenses, subscriptions, travel, shipping, vendor charges, and other third-party costs are not included unless We agree otherwise in writing.

What the Guarantee Does Not Cover

This guarantee does not cover problems caused in whole or in part by:

• Changes made by the customer, an employee, another provider, a vendor, a contractor, another person, an update, an application, or an automated process after Our work was completed.
• Malware, ransomware, unauthorized access, credential compromise, abuse, or another security incident not directly caused by Our work.
• Security, firmware, software, or operating-system patches that were not applied when the customer did not have an active agreement assigning patch management to Qutzl.
• Unsupported or end-of-life hardware, software, operating systems, services, or configurations.
• Hardware failure, normal wear, data corruption, internet or utility failure, third-party outages, vendor defects, or conditions outside Our reasonable control.
• Failure to follow documented recommendations, maintenance requirements, security guidance, backup requirements, or usage instructions.
• New requirements, compatibility changes, capacity growth, environmental changes, or work outside the original agreed scope.

This is a workmanship guarantee, not a guarantee that a product, system, or service will remain uninterrupted, secure against every threat, compatible with future changes, or suitable indefinitely.

Managed and Recurring Services

Monthly managed services may be canceled before the next renewal date. Charges for a service period that has already begun are nonrefundable because capacity, monitoring, administration, and support availability are reserved for that period.

Annual, term-based, or custom managed service agreements are governed by their applicable agreement, including any early-termination charges or notice requirements.

Promotional and Courtesy Credits

Account credits, promotional credits, referral rewards, service credits, courtesy adjustments, incentives, bonuses, or other credits that were not directly paid for by the customer have no cash value. They are nonrefundable, nontransferable, and cannot be withdrawn, exchanged for cash, or transferred between customers or accounts.

These credits may be subject to expiration dates or additional terms disclosed when issued. A credit does not alter the refund eligibility of the original product or service unless We expressly state otherwise in writing.

Third-Party Products and Licenses

Software licenses, subscriptions, certificates, telecommunications services, cloud resources, and other third-party products are nonrefundable once provisioned unless the provider approves a cancellation and returns funds to Us. Any refund is limited to the amount We recover from that provider.

Equipment and Hardware

Unopened standard-stock hardware may be returned within 14 calendar days of delivery with prior authorization. Returns must include all original packaging and accessories and may be subject to a restocking fee of up to 15%.

Opened, used, damaged, activated, licensed, configured, or special-order equipment is nonrefundable unless defective or otherwise required by law. Manufacturer warranty terms generally apply to defective equipment. Installation, configuration, shipping, and labor charges are nonrefundable.

Service Interruptions

Where a service-level agreement applies, eligible service interruptions are handled through the credits or remedies stated in that agreement. Service credits are not cash refunds unless the agreement expressly says otherwise.

Requesting a Refund or Cancellation

Submit requests through Our online support desk:

• Online Support Desk: https://billing.qutzl.net/submitticket.php

Please contact Us before initiating a payment dispute so We have an opportunity to investigate and resolve the issue. This request does not limit any rights provided by law or by Your payment provider.