Refunds and Cancellations Policy
Effective Date: September 4, 2025
Policy Overview
At QAAS, we strive to deliver exceptional quality assurance services. We understand that circumstances may change, and this policy outlines our approach to refunds and cancellations to ensure fairness for both our clients and our team.
1. Cancellation Policy
1.1 Fixed-Term Projects
| Cancellation Timeline | Refund/Charges | Process |
|---|---|---|
| Before project start More than 7 days notice | 100% refund of any prepaid amount | Written notice required Refund within 5-7 business days |
| Before project start 3-7 days notice | 90% refund 10% administrative fee | Written notice required Refund within 7-10 business days |
| Before project start Less than 3 days notice | 75% refund 25% cancellation fee | Written notice required Refund within 10-14 business days |
| After project start 0-25% completion | Payment for work completed + 15% of remaining value | Deliverables provided for completed work Final invoice within 5 business days |
| After project start 26-50% completion | Payment for work completed + 25% of remaining value | Deliverables provided for completed work Final invoice within 5 business days |
| After project start 51-75% completion | Payment for work completed + 35% of remaining value | Deliverables provided for completed work Final invoice within 5 business days |
| After project start More than 75% completion | Full project fee payable | All deliverables provided Project considered substantially complete |
1.2 Retainer/Ongoing Services
- 30 days notice required for cancellation
- Services continue until the end of the notice period
- No refund for the current month's retainer
- Unused hours do not roll over or get refunded
- All work completed during notice period will be delivered
1.3 Hourly/Time & Materials Services
- Can be cancelled at any time with 24 hours notice
- Payment required for all hours worked up to cancellation
- Minimum 4-hour billing for same-day cancellations
- All work completed will be delivered
2. Refund Policy
2.1 Eligible for Refund
- Service not delivered as per agreed specifications
- Significant delays caused by QAAS (beyond agreed timelines)
- Failure to provide agreed deliverables
- Duplicate payment or billing errors
- Cancellation within allowed timeframes
2.2 Not Eligible for Refund
- Change in client requirements after project initiation
- Delays caused by client (late feedback, access issues, etc.)
- Dissatisfaction with results when services were delivered as specified
- Issues found after testing that were outside the agreed scope
- Services already consumed or delivered
- Cancellation after 75% project completion
2.3 Refund Timeline
| Refund Type | Processing Time | Method |
|---|---|---|
| Credit card payments | 5-7 business days | Credited to original card |
| Bank transfers | 7-10 business days | Transfer to original account |
| Digital wallets | 3-5 business days | Refund to wallet |
| Check payments | 10-14 business days | Check mailed to billing address |
3. How to Request Cancellation or Refund
3.1 Cancellation Process
- Submit Request: Email cancellation@qaas.com with project details
- Include Information:
- Project/Contract number
- Reason for cancellation
- Preferred last day of service
- Confirmation: Receive confirmation within 24 hours
- Final Deliverables: Receive all work completed to date within 3 business days
- Final Invoice: Receive final invoice/refund within timeline specified above
3.2 Refund Request Process
- Submit Request: Email refunds@qaas.com within 30 days of issue
- Provide Details:
- Invoice/Transaction number
- Amount and date of payment
- Detailed reason for refund request
- Supporting documentation
- Review Period: Allow 3-5 business days for review
- Decision: Receive decision via email
- Processing: If approved, refund processed per timeline above
4. Special Circumstances
4.1 Force Majeure
In cases of force majeure (natural disasters, pandemics, war, etc.):
- Projects may be paused without penalty
- Timelines will be adjusted accordingly
- Partial refunds may be considered on case-by-case basis
4.2 Dispute Resolution
If you disagree with a refund decision:
- Request escalation to management within 7 days
- Provide additional information or clarification
- Receive final decision within 5 business days
- If still unsatisfied, proceed to mediation as per Terms and Conditions
4.3 Quality Guarantee
30-Day Quality Guarantee: If significant quality issues are identified within 30 days of project completion that were within the original testing scope but missed, we will re-test the affected areas at no additional cost.
5. Important Notes
- All cancellation and refund requests must be made in writing
- Verbal requests will not be processed
- Refunds are processed in the original payment currency
- Exchange rate fluctuations are not covered
- Processing fees charged by payment providers are non-refundable
- Custom development or tools created specifically for your project are non-refundable
6. Contact Information
For Cancellations:
- Email: cancellation@qaas.com
- Response Time: Within 24 hours
For Refunds:
- Email: refunds@qaas.com
- Response Time: Within 3-5 business days
General Support:
- Email: support@qaas.com
- Phone: [Your Phone Number]
- Business Hours: Monday-Friday, 9 AM - 6 PM EST
Policy Updates
This policy may be updated periodically. The latest version will always be available on our website. Significant changes will be communicated to active clients via email.