Refund Policy

At That Is A Q, we are committed to delivering exceptional digital products, services, and solutions. This Refund Policy outlines the terms and conditions under which refunds may be requested, processed, or denied. By purchasing or engaging our services, you agree to the terms outlined below.

1. Eligibility for Refunds

Refund requests are evaluated on a case-by-case basis and must meet the following criteria:

• Requests must be submitted within 14 calendar days of the initial service delivery, product purchase, or project kickoff date.
• The request must include a valid order/invoice number and a clear explanation of the reason for the refund.
• Services must not have been substantially completed, delivered, or utilized beyond preliminary phases unless otherwise agreed in writing.
• Digital products or templates must not have been downloaded, activated, or accessed beyond the trial/demo scope.

2. Refund Process & Timeframes

To initiate a refund request, please contact our billing team at refunds@thatisaq.com. Our process is as follows:

1. Submission: Send your refund request with supporting documentation (invoice, screenshots, correspondence).
2. Review: Our team will review your case within 5–7 business days.
3. Decision: You will receive a written notification approving, partially approving, or denying the request.
4. Processing: Approved refunds are processed within 10 business days. Actual posting times depend on your financial institution.

3. Non-Refundable Items & Services

The following items and services are strictly non-refundable due to their customized, time-sensitive, or irrevocable nature:

• Custom design, development, or consulting work completed beyond the initial discovery or kickoff phase.
• Third-party software licenses, API fees, hosting costs, or domain registrations purchased on your behalf.
• Digital assets that have been fully downloaded, activated, or commercially utilized.
• Services where deliverables were provided on time and meet the agreed-upon specifications.
• Cancelled projects after written approval of the project scope, timeline, and payment schedule.
• Refund processing fees or administrative charges incurred by third-party payment gateways.

4. Project Cancellations & Milestone Work

If you choose to cancel an ongoing project:

• You are responsible for all work completed and approved up to the cancellation date.
• Refunds for uncompleted milestones will be issued after deducting administrative and resource allocation fees (capped at 10% of the remaining balance).
• Written cancellation notice must be provided at least 14 days before the next scheduled milestone or billing cycle.
• All intellectual property, source files, and preliminary assets remain the property of That Is A Q until full payment is received.

5. Disputes & Exceptions

In the event of a dispute, That Is A Q reserves the right to mediate in good faith. Exceptions may be granted for:

• Documented service failures or deliverables that materially deviate from the signed agreement.
• Force majeure events that prevent us from fulfilling contracted obligations.
• Regulatory or legal requirements mandating a refund.

All disputes must be submitted in writing and will be addressed within 15 business days. Unresolved disputes may be subject to arbitration as outlined in our Terms of Service.

6. Changes to This Policy

That Is A Q may update this Refund Policy from time to time to reflect changes in our services, legal requirements, or business practices. Updates will be posted on this page with a revised "Last Updated" date. Continued use of our services or purchase of products constitutes acceptance of the current policy.