Refund Policy

This Refund Policy explains when you may request a refund from Wque and how those requests are handled. If there is any conflict between this policy and the Terms, the Terms will prevail.

You may be eligible to request a refund if:

• You paid for a Wque service and, for reasons attributable to Wque, you did not receive the mentioned service as described (for example, provisioning did not complete and you could not use the paid features).
• You can provide proof of payment (payment reference / invoice) and basic details needed to validate the issue.

You must submit your refund request within 15 days from the time the payment was initiated. Requests received after this window may be declined.

Email your request to hello@wque.chat with the subject line “Refund Request” and include:

• Account email and phone number used on Wque
• Payment reference ID / invoice number
• Payment initiation date and amount
• A brief description of the issue (what service you didn’t receive)
• Any screenshots or logs that help us verify the issue (optional)

We will review your request and may ask for additional information to validate it. If approved, refunds are processed back to the original payment method where possible.

• We acknowledge requests typically within 24 hours during business days.
• Review and approval timelines depend on the payment gateway and verification steps.
• Refund settlement time depends on your bank / payment provider.

Unless required by law, we do not provide refunds for:

• Top-up credits that have already been added to your wallet
• Subscription fees once credits have been deposited / consumed
• Issues attributable to third-party platform restrictions, recipient-side conditions, or your own configuration errors

We may update this Refund Policy from time to time. Material changes will be reflected by updating the “Last updated” date at the top of this page.

For refund-related questions, email hello@wque.chat.