Refund Policy

1. Scope

This Refund Policy explains when Qunzia LLC (“Qunzia”, “we”, “us”) refunds money you have paid us, and how to ask for a refund. It applies to everything you buy directly from Qunzia: subscription plans for the AI receptionist, one-time setup fees, promoted placements, and any other charge that appears in your billing history.

It forms part of our Terms of Service and should be read together with our Cancellation Policy, which explains how to stop a recurring plan. Cancelling and refunding are two separate things: cancelling stops future charges, and this policy governs money already taken.

This policy does not cover money you pay directly to a business listed on Qunzia. Where you book an appointment with a service provider, that provider sets its own deposit, cancellation and refund terms, and any refund of its fees is a matter between you and that provider.

2. Fees and currency

Plan fees are charged in Qatari Riyals (QAR) unless stated otherwise at checkout, and are exclusive of any applicable taxes. Refunds are made in the same currency as the original charge. We do not compensate for movements in exchange rates, or for fees your own bank or card issuer applies to a refund.

3. Monthly plans

A monthly plan is charged at the start of each billing period and gives you that plan's features and included minutes for the period. If you cancel, the period you have already paid for is not refunded: your plan simply runs to the end of it and is not charged again.

We do not pro-rate a partly used month, and unused voice minutes have no cash value and do not roll over into the next period.

4. Yearly plans

A yearly plan is paid once in advance and entitles you to 365 days of service. Because it is prepaid rather than a recurring authorisation, there is nothing to cancel and nothing renews automatically at the end of the year.

Yearly fees are not refundable pro-rata if you stop using the service part-way through the year. The discount built into the yearly price is given in exchange for the full term being committed up front.

5. Setup fees

The Business plan carries a one-time setup fee of QAR 1,800.00, billed as its own invoice before the first plan charge. It pays for guided onboarding: connecting your phone number, building your call flow, teaching the agent your services, and testing it live with you.

The setup fee is fully refundable if you ask before any onboarding work has started. Once that work has begun it is not refundable, because it pays for time already spent rather than for a period of access.

6. Promoted placements

Payments for promoted placements are non-refundable once the placement has started running, except where we cancel it ourselves for a reason that is not your fault. This mirrors Section 5.4 of our Terms of Service.

7. Charges we always refund

Regardless of anything above, we refund a charge in full when:

• it is a duplicate: the same plan or fee was charged twice for the same period;
• it was taken in error: for example a charge after you had already cancelled, or a charge for an amount other than the price you authorised at checkout;
• it was not authorised by you and you tell us promptly, so we can cancel the authorisation and investigate; or
• we could not deliver the service you paid for: a fault on our side that leaves the AI receptionist unavailable for a material part of the billing period. We refund the affected period, or credit it against the next one, whichever you prefer.

An outage caused by a third party the Platform depends on, such as your telephony carrier, the payment gateway, or an AI provider, is handled the same way where it materially prevents the service from working.

8. How to request a refund

Email info@qunzia.com from the address on your Qunzia account, or use our contact form. Please include:

• the receipt number, from your billing history or receipt email;
• the date and amount of the charge; and
• why you are asking for a refund.

You do not need to cancel your plan first, and asking for a refund does not by itself cancel a plan. See our Cancellation Policy if you want future charges to stop as well.

We acknowledge refund requests within one business day and decide them within 7 business days of receiving everything we need. Where we need more information we will say exactly what is missing.

9. How refunds are paid

An approved refund is returned to the original payment method through our payment provider. We cannot send it to a different card or account.

We submit the refund within 5 business days of approving it. How long it then takes to appear on your statement is set by your bank or card issuer, and is typically 5 to 15 business days. If a refund cannot reach the original method (an expired card, for example), we will contact you to agree an alternative.

Partial refunds

Where only part of a charge is refundable, we refund that part and tell you in writing how the amount was calculated.

10. Chargebacks

If you believe a charge is wrong, please contact us before raising a dispute with your bank. Almost every case is a duplicate or a charge after cancellation, and we can resolve those directly and faster than a chargeback can.

While a chargeback is open the payment provider may hold the disputed amount, and paid features associated with it may be suspended until the dispute is resolved. We respond to a chargeback with the consent record and the receipt for the charge in question.

11. Changes to this policy

We may update this policy. When we make material changes we will notify you by email, or by a prominent notice on the Platform, at least 14 days before they take effect. The version in force when you were charged is the version that governs that charge.

12. Contact

For refund requests and any question about this policy:

Support hours: Sunday to Thursday, 9:00–17:00 Arabia Standard Time (GMT+3).