Cancellation & Refund Policy
How to cancel a IWQR service, how automatic renewal works and when payments are refunded.
Last updated 2026-10-2201How payment works
Paid plans are bought from your prepaid wallet balance. The price, period and any credit are shown before you confirm, and the amount is charged to your wallet when you confirm the order.
Each paid plan runs for the period shown at purchase (for example 30, 90, 180 or 365 days). Topping up your wallet does not by itself start a service.
02Cancelling a subscription
Automatic renewal can be switched off at any time in your dashboard under the service settings. After that no further charges are made; the service keeps running until the end of the period you have already paid for and then expires.
If automatic renewal stays on, the next period is charged to your wallet shortly before the service expires. If the balance is not sufficient, the service is not renewed.
Free plans are not charged. You can stop using a free plan at any time; it simply expires at the end of its 30-day period.
03Statutory right of withdrawal
If you are a consumer in the EU, you can withdraw from a contract for a paid plan within 14 days of the purchase without giving a reason. Send us a clear statement, for example by email or through the contact page, with your order number.
If you asked us to start the service immediately and it was used during the withdrawal period, we may deduct an amount proportionate to the part of the period already provided. The rest is refunded.
Refunds after a valid withdrawal are made within 14 days of receiving your statement.
04When we refund
We refund in full or in proportion if a paid service could not be provided or was unavailable for a substantial part of its period for reasons on our side, if you were charged twice or without authorisation, or if we discontinue a paid plan before the end of a period you paid for.
Refunds are made to your wallet by default. On request, a refund due under the law is returned to the card used for the payment where technically possible.
05When we do not refund
Periods already used and a voluntary cancellation before the end of a paid period are not refunded, unless the law requires otherwise or a refund was promised separately.
If a service is terminated because of a proven serious breach of our Terms for which you are responsible (for example unlawful content or abuse), voluntary refunds for that service may be refused as far as the law allows.
06Upgrades & extensions
When you upgrade or extend a service, the new price and the resulting period are shown before you confirm. If you upgrade on the same day you bought the current plan, the amount already paid is credited and you only pay the difference.
Upgrades take effect immediately. Moving to a smaller plan is not possible during a running period.
07Wallet balance & card payments
Wallet top-ups are paid by card in euros through our payment partner and credited after the payment is confirmed. A refund of a card payment is returned to the card used where the payment partner allows it; fees or exchange-rate differences charged by your own bank are not compensated.
Requests to pay out unused wallet balance are reviewed individually; refunds required by law are always made.
08How to request a refund
Write to support [at] iwqr [dot] org, use the contact page or open a ticket with the financial support department in your dashboard. Include your order or top-up number and the reason. Never send your password or SFTP credentials.
We confirm receipt and answer within 14 days. Your statutory rights, including the right to contact a consumer protection body or a court, are not affected.
