Refund and Payment Cancellation Policy for QR‑CMS SaaS Service (Republic of Kazakhstan)

This Refund and Payment Cancellation Policy (hereinafter referred to as the "Policy") regulates the procedure for refunding funds to Users of the SaaS service QR‑CMS (hereinafter referred to as the "Service"). The Policy is an integral part of the Offer Agreement and applies to all Users.

The Policy is developed in accordance with the legislation of the Republic of Kazakhstan, including:

  • The Civil Code of the RK
  • The Law of the RK "On Protection of Consumer Rights"
  • The Law of the RK "On Informatization"
  • The Law of the RK "On Payments and Payment Systems"

1. General Provisions

  • Payment for the Service is payment for access to the QR‑CMS functionality provided in SaaS format.
  • The payment is considered made from the moment of confirmation of the transaction by the payment provider.
  • Refunds are carried out in the manner established by this Policy.

2. Conditions for Refund

A refund is possible in the following cases:

2.1. Technical Impossibility of Using the Service

If the User cannot use the Service due to the fault of the Operator (for example, long-term unavailability, critical errors), and the problem was not resolved within a reasonable time.

2.2. Erroneous Payment

If the User by mistake paid for the wrong tariff or made a double payment.

2.3. Non-provision of the Paid Service

If access to the functionality included in the paid tariff was not provided.

2.4. Other Cases

If the refund is provided for by the legislation of the RK or by an individual decision of the Operator.

3. Cases When a Refund is Not Made

A refund is not carried out if:

  • The User has already gained access to the functionality and used the Service;
  • The User violated the Acceptable Use Policy or the terms of the Offer Agreement;
  • The User independently deleted the account or data;
  • The User did not use the Service for personal reasons not related to the Operator's work;
  • The User purchased a tariff at a discount or as part of a promotion (if the terms of the promotion provide for the absence of a refund);
  • The User requests a refund for a period during which the service was provided in full.

4. Procedure for Requesting a Refund

To apply for a refund, the User must:

  1. Send a request to the Operator's email (legal@qrto.kz).
  2. Specify:
    • Full name or company name;
    • email specified during registration;
    • date and amount of payment;
    • reason for the request;
    • supporting documents (if necessary).
  3. The Operator considers the request within 5 working days.
  4. Upon approval of the refund, the funds are transferred in the same way the payment was made.

5. Refund Terms

  • The refund is carried out within 7–14 working days after approval.
  • The actual period depends on the bank or payment system.
  • The Operator is not responsible for delays related to banks or providers.

6. Partial Refund

A partial refund is possible if:

  • the service was partially provided;
  • the User paid for a period in advance but decided to refuse further use;
  • the Operator made an error in the calculations.

The amount of the partial refund is determined proportionally to the unused period.

7. Subscription Cancellation

The User can cancel the subscription at any time:

  • cancellation stops the automatic deduction of funds;
  • access to the Service is maintained until the end of the paid period;
  • a refund for the remaining period is not made, unless otherwise provided by the Policy.

8. Special Conditions

  • The Operator has the right to request additional information to confirm identity and the fact of payment.
  • The Operator has the right to refuse a refund if the request contains inaccurate data.
  • A refund for the services of third parties (hosting, domains, integrations) is not made.

9. Policy Changes

  • The Operator has the right to change the Policy unilaterally.
  • The new version comes into force from the moment of publication on the website.
  • Continued use of the Service means agreement with the changes.

10. Final Provisions

  • The Policy is governed by the legislation of the Republic of Kazakhstan.
  • All disputes are resolved in accordance with the current legislation of the RK.
  • The Policy is an obligatory part of the Offer Agreement.

11. Additional refund conditions

  • Refunds are issued only for the actual remaining balance on the user’s account. Payment system fees (including processing and refund fees) are non‑refundable.
  • Bonus funds (promotions, gifts, promo balance) are not real money and are not eligible for refund.
  • Upon receiving a refund request, the user’s account is placed into a temporary freeze state to prevent further charges during the review process.
  • Refunds apply only to unused services. The cost of any used services is deducted from the refund amount.
  • Refunds are issued only to the same payment method used for the original transaction.
  • The service reserves the right to decline a refund in cases of policy violations or suspected abuse.
Version: 3
Published at: 2026-03-23