Refunds and cancellation

The clock starts at the payment time recorded on our servers — not on your local clock — and asking at the very last moment still counts. How long you have for each product is in the table below.

The guarantee applies to the first payment made by a given payment identity for a given product. We identify you by the payer identifier returned by the payment provider (openid for WeChat Pay, customer id for Creem), not by your store account — deleting an account or signing up with a new email does not reset the guarantee.

Each payment identity can use the guarantee once per product.

When those conditions are met and the payment provider supports API refunds, the refund is issued automatically as soon as you request it, back to the original payment method. How long it takes to appear is up to your bank or the provider, typically 3 to 10 business days.

Access to that product ends immediately: the time granted by that order is revoked from your account. Time granted by any other order you still hold is kept.

If the order was an auto-renewing subscription, the subscription is cancelled at the same time and will not be charged again.

Any license key issued by that order stops working.

The following are not refunded automatically, but they are not rejected automatically either — they go to manual review and we look at each one:

the guarantee window for that product has passed;

the payment is not the first one from that payment identity for that product (a renewal or a repeat purchase);

the guarantee for that product has already been used;

the payment was made with WeChat Pay, which does not currently support API refunds and has to be handled by hand;

the same payment identity is linked to more than one store account, or the provider transaction reference is missing, so we need to check it manually.

The outcome is shown on the order detail page in your account. If you want to add context, email us with the order number.

Sign in at store.qhkly.com, open "Account", open the order's detail page, and click "Request refund". Orders inside the guarantee window that meet the conditions are refunded automatically on the spot, back to the original payment method; everything else goes to manual review.

You can also email us directly — please include your account email and the order number.

Monthly and yearly plans settled through Creem are auto-renewing subscriptions and are charged at the end of each billing period. The next charge date is shown in your account.

You can cancel auto-renewal at any time from your account page. After cancelling you are not charged again, and access is kept until the end of the period you already paid for. Partial periods are not pro-rated.

Orders paid with WeChat Pay are one-time payments and never auto-renew.

Cancelling and requesting a refund are two different things: cancelling only stops future charges, it does not return money already paid.

This policy is the supplementary refund rule referred to in the Terms of Service. Where the two differ, this policy governs.