Refund and subscription-cancellation rules

1. General provisions

1.1.Refunds are made to the same bank card used for the payment, through the payment service of Freedom Bank Kazakhstan JSC (FreedomPay).

1.2.The decision on a refund is made by the Offeror on the basis of a written request from the User, submitted in the manner of section 6 of these Rules.

1.3.The request-review period is up to 10 (ten) business days from the moment the Offeror receives the complete set of documents.

1.4.The period for crediting funds to the User’s bank card is up to 10 (ten) business days from the moment a positive refund decision is made. The actual crediting date depends on the card-issuing bank.

2. Full refund of funds

A full refund of the Subscription cost is made in one of the following cases:

2.1.Unactivated Subscription. The User submitted a request within 14 (fourteen) calendar days of payment and did not use the paid features of the Service — did not perform AI generations beyond the trial-period limit, did not invite students beyond the Trial-plan limit, and did not use other features unavailable during the free period.

2.2.Technical payment error. A confirmed double charge, a charge after a successful payment by a previous method, or other technical failures on the side of the Offeror or the payment provider that caused an unplanned charge.

2.3.Inability to provide the service through the Offeror’s fault. If the Subscription cannot be activated or the Service was unavailable for more than 72 (seventy-two) continuous hours during the paid period for a reason attributable to the Offeror.

3. Cases where no refund is made

3.1.More than 14 (fourteen) calendar days have passed since payment, and the User has used the paid features of the Service (AI generations beyond the Trial limit, advanced analytics, publishing templates to the marketplace, etc.).

3.2.The Subscription has been suspended or terminated by the Offeror unilaterally due to the User’s breach of the terms of the Public Offer or the legislation of the Republic of Kazakhstan.

3.3.Payment was made using a promo code that reduced the Subscription cost to zero — only the amount actually paid, if any, is subject to refund.

3.4.The request was submitted after the expiry of the paid Subscription.

4. Cancelling the Subscription without a refund

4.1.The User has the right to cancel the Subscription at any time through the personal account in the Service.

4.2.Cancelling the Subscription means the User declines renewal; the already paid Subscription period is retained in full until its natural end. Access to paid features is retained until the end date of the paid period.

4.3.Automatic subscription renewal is not provided — once the paid period expires, access to paid features is suspended and no new charge is made. No additional steps to “cancel auto-payment” are required.

5. Account deletion

5.1.The User has the right at any time to request deletion of the Account and the personal data associated with it in the manner described in the Privacy Policy.

5.2.Account deletion is not an independent ground for a refund of a paid Subscription — the grounds for a refund are listed in section 2 of these Rules and apply regardless of whether the Account is deleted.

6. Procedure for submitting a refund request

6.1.The request is submitted in free form to the Offeror’s email address: help@questify.zone or via WhatsApp: +7 702 388 7336.

6.2.The request must indicate:

• the payer’s surname, first name and patronymic (if any);
• the email address to which the Account in Questify is registered;
• the date and amount of the payment;
• the masked bank card number — the last 4 (four) digits;
• the ground for the refund with a reference to a clause of section 2 of these Rules;
• a brief description of the circumstances that gave rise to the request.

6.3.The Offeror has the right to request from the User additional information or documents needed to review the request (for example, screenshots confirming payment, a copy of a bank card statement with masked details). The request-review period (clause 1.3 of these Rules) is counted from the moment the Offeror receives the requested additional documents.

6.4.Following review of the request, the Offeror sends the User a response to the same email address from which the request was received, or to the same WhatsApp chat. The response contains the refund decision (full / partial / refusal) and its justification.

7. Appeals and dispute resolution

7.1.If the User disagrees with the decision on the request, the User has the right to send a claim in the manner established by section 10 of the Public Offer. The claim-review period is 30 (thirty) calendar days from the moment it is received.

7.2.If no agreement is reached, the dispute shall be heard in court at the Offeror’s location in the manner established by the legislation of the Republic of Kazakhstan.

8. Amendment of these Rules

8.1.The Offeror has the right to amend these Rules unilaterally. The current version is always available at questify.zone/refund.

8.2.Changes that worsen the User’s position do not apply to Subscriptions paid for before the date the changes take effect — such Subscriptions are governed by the version of the Rules in force at the time of payment.

9. Contacts for refund requests

Recipient:

Товарищество с ограниченной ответственностью «Questify»

BIN:

260440027206

Email:

help@questify.zone

WhatsApp:

+7 702 388 7336

Registered address:

Республика Казахстан, г. Астана, район Есиль, проспект Мәңгілік Ел, дом 72, 010000