Refund / Return Policy

Effective date: 17 October 2025

1. Summary (customer-facing)

• Refunds are assessed under this Policy and applicable consumer law.
• Typical processing time: 5–10 business days after approval (payment-provider timelines may vary).
• Refunds will not exceed the amount originally paid for the relevant Token top-up or transaction.
• Spent (redeemed) Tokens are non-refundable, except as set out in §4.2.
• Tokens are account-bound, non-transferable, and cannot be exchanged for real currency.
• Promotional/bonus Tokens are non-refundable in all circumstances.
• Submit requests to info@qellum.co.uk with your order reference and details.
• This Policy may be updated; material changes will be notified as described in §8.
• If you consented to immediate supply and opened/downloaded the digital content, your statutory right to cancel may be lost (see §4.7).
• Accepted currencies: GBP (£), EUR (€), USD ($). All conversions are calculated from GBP. Payment methods: Visa, Mastercard.

2. Scope and legal note

This Policy governs refunds for Tokens (internal credits) and digital Meal Plans/Services supplied by RISEWYNN LIMITED via qellum.co.uk. Nothing in this Policy overrides statutory consumer rights under UK law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

3. Definitions

• Tokens / Credits — internal prepaid credits used on the Service.
• Unused Tokens — Tokens credited to your Account but not yet redeemed.
• Redeemed / Spent Tokens — Tokens already used to access or generate a Meal Plan/Service.
• Promotional / Bonus Tokens — Tokens issued as part of a promotion, bonus, or incentive and marked as such.

4. Refund principles (binding rules)

• 4.1 Refund amount cap — Any refund will not exceed the original amount paid for the relevant Token top-up or transaction, net of any non-refundable processor fees.
• 4.2 No refund for spent Tokens (exceptions) — Redeemed Tokens are non-refundable, except where: (a) the Meal Plan or Service is defective or not as described; (b) Qellum fails to supply the Service as contracted; or (c) a refund is otherwise required by law.
• 4.3 Unused Tokens — Generally refundable at the original purchase price if requested before any redemption. Non-recoverable payment processing fees may be deducted.
• 4.4 Account-bound — Tokens are tied to your Account and cannot be transferred.
• 4.5 No cash-out — Tokens cannot be exchanged for cash or other currencies unless required by law.
• 4.6 Promotional Tokens — Bonus/promotional Tokens are non-refundable under all circumstances.
• 4.7 Immediate supply of digital content — If you consent to immediate delivery and then open/download the content (e.g., a generated PDF), your statutory right to cancel may not apply.
• 4.8 Bespoke/custom work — Custom Meal Plans are non-refundable once substantial preparation has begun, unless otherwise agreed in writing.
• 4.9 Standard plan & add-ons — A standard Meal Plan generation costs 60 Tokens. Optional add-ons carry separate Token prices shown before confirmation. Once redeemed, add-ons follow the same rules as above.

5. How to request a refund (procedure)

• Order reference number
• Account email used for purchase
• Whether the request concerns Unused Tokens or a Redeemed item
• For redeemed items: description of the issue and supporting evidence (screenshots, file details, error messages)
• Preferred refund method (original payment method is standard)
• Acknowledgment within 5 business days, investigation, and refund processing typically 5–10 business days

6. Investigation, evidence and decisions

• We may review token transaction logs, checkout confirmations, delivery logs, and customer evidence for claims involving redeemed content.
• Refunds are normally processed to the original payment method. If not possible, a reasonable alternative may be offered.
• If a claim is rejected, reasons will be provided along with options to escalate or pursue legal remedies.

7. Chargebacks, fraud and abuse

If a chargeback is initiated while a refund request is pending, it is treated as a dispute. Refunds may be refused and accounts suspended/closed in cases of suspected fraud or abuse.

8. Changes to this Policy

We may update this Policy at any time. Material changes will be notified to registered users by email and/or prominent in-product notice. Changes apply prospectively and do not affect previously completed transactions, unless the law requires otherwise.

9. Record keeping and retention

Records relevant to refund requests and disputes are retained for at least 24 months, and up to 6 years for enterprise or disputed transactions, consistent with our Privacy Policy and applicable law.

10. Examples (practical, illustrative)

• Unused Tokens (GBP): Purchase 2,000 Tokens; spend 300; unused 1,700 → refund equals pro-rata original GBP amount.
• Unused Tokens (EUR): Same as above, refunded in EUR at original purchase price.
• Unused Tokens (USD): Same as above, refunded in USD at original purchase price.
• Opened Meal Plan: Refunds apply only if defective or not as described (§4.2).
• Promotional Tokens: 100 bonus Tokens awarded in a promotion → non-refundable.
• Add-ons: Base 60 Tokens + add-on Tokens; once redeemed, non-refundable except under §4.2 or law.
• Technical failure: Generation error with no usable delivery → Tokens restored or refunded.

11. Contact Details

• 📧 info@qellum.co.uk
• 🏢 RISEWYNN LIMITED
• Academy House, 11 Dunraven Place, Bridgend, Mid Glamorgan, United Kingdom, CF31 1JF