Refund & Cancellation Policy
Q Intelligence is operated by Scott Harvey-Whittle trading as SHW Digital Services, United Kingdom. For billing questions, cancellations or refund requests, contact [email protected].
1. Cancelling a subscription
Subscriptions renew automatically unless cancelled before the next renewal. You can cancel through Q's subscription controls or your PayPal automatic-payment settings. Contact us if you cannot access either route. Keep the cancellation confirmation and check that the billing agreement is cancelled.
Cancellation stops future renewals. Access normally continues until the end of the paid billing period, subject to the Terms of Service and any applicable legal remedy. Closing an account, uninstalling the app or stopping use does not by itself cancel a payment agreement.
2. Refunds for a billing period already started
Except where required by law or stated in the offer you purchased, subscription fees are non-refundable once the relevant billing period has commenced. A cancellation does not automatically generate a refund for unused time.
This rule does not override mandatory cancellation rights, remedies for faulty or misdescribed digital content/services, or other applicable consumer rights. We assess duplicate charges, payments taken after a confirmed cancellation, and service-related billing errors on their facts.
3. Statutory cancellation and consumer rights
Consumers may have a statutory cooling-off period, commonly 14 days from entering a distance contract, depending on the contract and applicable law. The rules for services and digital content differ. Starting access alone does not establish that you have waived your cancellation rights.
Where the law permits cancellation rights to end or payment for an early-started service to be due, the required express request, consent, acknowledgement and contract confirmation must have been obtained. We will not assume these were obtained merely because you created an account or used Q. If a valid statutory cancellation right applies, we will honour it and any refund deadline required by law. Nothing in this policy restricts your mandatory local consumer rights.
4. How to request a refund or cancellation
Email [email protected] with the subject Q refund or cancellation and:
- your account email;
- the payment date and amount;
- the PayPal transaction/subscription reference, if available;
- whether you are cancelling future renewal, requesting a refund, or both;
- a brief explanation, where relevant. No reason is needed to exercise a valid statutory cooling-off right.
Never send passwords, full card details, app-lock PINs or private journal content. We may ask for proportionate evidence to locate the payment and verify the request. For an approved refund, we use the original payment method where practicable and as required by law. Payment-provider processing times may vary.
5. Trials, referral credits and payment disputes
Trial conversion and billing dates are those stated in the offer. Cancel before the conversion/renewal date if you do not want the next charge. Referral credits are not cash and are subject to the referral conditions in the Terms of Service; refunds or reversals can affect eligibility.
You may also use PayPal's dispute process or any remedies available through your payment provider. This policy does not remove those rights. Contacting us first can help resolve a billing issue, but is not a condition that removes legal rights.
6. Related policies and legal information
UK guidance: Online and distance selling and digital downloads and streaming.