Refund Policy

1.1This Policy applies to every payment made to the Company in connection with the Service, including subscription fees, top-up packs, and any promotional or discounted purchase.

1.2In this Policy: “Messages” means the units consumed by playing a turn; “Subscription” means any recurring plan, billed monthly or yearly; “Billing Period” means the period covered by a single subscription charge; “List Price” means the standard, undiscounted monthly price published for the applicable plan at the time of purchase; and a “Commenced Month” means any month, or part of a month, of a subscription term that has begun, whether or not the Service was used during it.

1.3This Policy forms part of the Company's Terms of Service. Where the two are inconsistent on the subject of refunds, this Policy prevails.

1.4Section and clause numbers in this Policy are stable references and may be cited by either you or the Company in correspondence about a payment.

2.1Subscription access and top-up Messages are delivered to your account immediately upon successful payment. The Company's obligation in respect of a purchase is performed at the moment of delivery, not at the moment of use.

2.2Accordingly, all purchases are considered final and, as a general rule, non-refundable in whole or in part.

2.3The Company is under no obligation to issue a refund except where this Policy expressly provides for one (Section 9) or where mandatory law requires it (Section 18).

2.4What you purchase is access to the Service and the ability to play turns. The Company does not warrant, and does not sell, any particular story, scene, outcome, roll or standard of writing.

2.5Nothing in this Policy creates an entitlement to a refund. Any refund granted outside Section 9 is made on a discretionary basis under Section 11.

3.1Without limiting Section 2, refunds are not available in the following circumstances, each of which is acknowledged not to constitute grounds for a refund:

• a change of mind, or a decision that the Service is no longer wanted;
• failure to cancel a Subscription before its renewal date, including where the renewal was unexpected or went unnoticed;
• non-use, partial use or under-use of an active Subscription or of purchased Messages;
• dissatisfaction with the quality, tone, pacing, consistency or direction of what the Game Master writes (see Section 8);
• dissatisfaction with the outcome of a roll, the difficulty of a scene, or the way a campaign ends;
• changes to the models, campaigns, features, prices or content rules of the Service (see Section 17);
• purchase of the wrong plan, the wrong billing interval or the wrong quantity, and any purchase made in addition to an existing active plan;
• inability to use the Service because of local law, geographic restriction, network conditions, or your device, browser or connection;
• loss of access resulting from shared, transferred or compromised credentials, where the cause is not attributable to the Company;
• failure to read this Policy or the Terms of Service before purchasing;
• purchases made at a promotional, discounted, bundled or gifted price, which are final in all cases;
• requests submitted after the applicable window in Section 10.

3.2The list in clause 3.1 is illustrative and not exhaustive. The absence of a circumstance from it does not imply that a refund is due.

4.1Subscription fees are non-refundable in whole or in part, including for the current Billing Period, regardless of how much of it has elapsed and regardless of how much the Service has been used.

4.2Subscriptions renew automatically until cancelled, and it is your responsibility to cancel before the renewal date. The Company sends a reminder three days before each renewal as a courtesy required by its Terms; a reminder that is not received, is filtered, or is overlooked does not make the renewal refundable.

4.3Upgrades, downgrades and changes of billing interval are non-refundable. Messages granted on an upgrade remain subject to this Policy.

4.4You may cancel at any time from your account and will keep your plan until the end of the current Billing Period.

4.5Cancellation operates prospectively only: it prevents future charges but does not, of itself, entitle you to a refund of any amount already paid.

4.6Messages granted by a plan and unused at the end of a Billing Period are forfeited, do not roll over, and carry no monetary value.

4.7Yearly Subscriptions are additionally governed by Section 5, which prevails over this Section where the two are inconsistent.

5.1A yearly plan is sold at twelve months for the price of six — a discount of one half against the monthly List Price of the same rung. That discount is granted solely in consideration of a twelve (12) month commitment and of payment in advance for the full term, and is therefore conditional upon the term being completed.

5.2Under a yearly plan, access is provided continuously from the start of the term and the Message allowance is released in monthly instalments across it. The value delivered is accordingly measurable by reference to each Commenced Month.

5.3Yearly fees are non-refundable, including in respect of the unexpired portion of the term. Cancelling a yearly Subscription stops the next yearly renewal; it does not end the current term and does not give rise to a refund.

5.4Where the Company nevertheless decides, in the exercise of its discretion under Section 11, to grant a partial refund on a yearly plan, the condition in clause 5.1 has not been met, the discount falls away, and the period already delivered is re-rated at the applicable monthly List Price. The Company will deduct from the amount paid:

• the first Commenced Month in full, charged at List Price, which is non-refundable in every case, access having been delivered and activated in full during that month;
• each subsequent Commenced Month, charged at List Price;
• the value of all Messages consumed during the term, calculated at the prevailing top-up pack rate; and
• payment-processing and currency-conversion fees that the Company cannot recover, together with the reasonable administrative cost of handling the request.

5.5The aggregate deduction under clause 5.4 may amount to up to sixty percent (60%) of the total amount paid. Accordingly, no refund granted on a yearly plan will exceed forty percent (40%) of that amount.

5.6The parties agree that the sixty percent (60%) figure is a genuine pre-estimate of the value already delivered and of the costs irrecoverably incurred, agreed in advance so as to avoid a case-by-case computation. It follows directly from the pricing: at twelve months for the price of six, three Commenced Months charged at List Price already account for one half of the annual amount and four for two thirds. It is not a penalty, a forfeiture, or a charge for cancelling.

5.7If the deduction computed under clause 5.4 equals or exceeds the amount paid, no refund is payable.

5.8Where a refund is granted under this Section, the yearly term ends immediately upon processing. Access and all remaining Messages, including instalments not yet released, are forfeited at that moment. The Company does not offer partial retention of a yearly term alongside a partial refund.

5.9Nothing in this Section entitles you to a refund. A partial refund on a yearly plan remains discretionary in every case under Section 11, and any request must in any event be submitted within the window in Section 10.

5.10Where mandatory law requires a different calculation, that law prevails to the extent of the inconsistency (see Section 18) and the remainder of this Section continues to apply.

6.1One-off top-up packs are delivered instantly and are final upon purchase, whether or not any, some or all of the Messages have been used.

6.2Purchased Messages are spent only after the current period's plan allowance is exhausted, and expire twelve (12) months after purchase. Expiry is not a ground for a refund.

6.3Messages have no monetary value outside the Service, are non-transferable, and cannot be exchanged, sold or redeemed for cash.

6.4Partial refunds calculated by reference to unused Messages are not offered.

6.5Duplicate charges and undelivered purchases are dealt with under Section 9.

7.1Where a free trial is offered, it runs for the stated number of days and carries its own Message allowance. No payment is taken for the trial itself.

7.2Unless cancelled before the trial ends, a trial converts into the paid plan selected at the outset and the payment method is charged. Conversion is the purpose of a trial and is disclosed before it starts.

7.3A charge arising from a trial you did not cancel is a Subscription charge and is governed by Section 4, or, where the plan is a yearly one, by Section 5.

7.4The Company may in its discretion treat a first conversion charge more favourably under Section 11 where the account has consumed little or none of its allowance since the charge, but is not obliged to do so.

8.1The Game Master is a large language model. What it writes is inherently non-deterministic and varies in quality, tone and consistency between turns, including between turns generated from an identical action.

8.2Subjective dissatisfaction with what the Game Master writes is not a ground for a refund. This includes, without limitation, a story that does not go where you wanted, prose you consider weak, a character or a world detail the Game Master has forgotten or contradicted, a refused action, or a run of unfavourable rolls.

8.3A Message is deducted only once a turn has been generated and saved. A turn that fails, is interrupted, or is not delivered therefore costs nothing, and there is no charge to reverse.

8.4If your balance nevertheless appears to have been reduced by a turn you did not receive, report it within seven (7) days and the Messages will be restored following verification against the Company's records.

8.5Restoration of Messages under clause 8.4 is the sole and exclusive remedy for a turn that was not delivered. It does not give rise to a monetary refund.

9.1If a technical error results in a duplicate charge, or a payment completes but the corresponding subscription access or Messages are not delivered, you may submit a request for review. Such issues must be reported within seven (7) days of the transaction date.

9.2The Company will verify the report against its payment-processor records and its own delivery logs.

9.3Where the Company confirms a billing error attributable to it, it will refund the affected transaction or, at your election, deliver the access or Messages that were not received.

9.4This Section does not apply where the Company's records show that delivery did occur, in which case the request is governed by Sections 3 and 11.

9.5If you believe a charge was made without your authorisation, contact the Company first so that it can be investigated; Section 14 applies to payment disputes.

10.1Requests must be sent by email to support@questhall.gg from the address associated with the account. Requests made from another address, or through another channel, will not be processed.

10.2A request must identify the transaction date, the amount and the payment method, and describe the circumstances relied upon.

10.3Requests must be submitted within the following windows, measured from the date of the charge: seven (7) days for a billing error under Section 9; fourteen (14) days for every other request, including a discretionary request on a yearly plan under Section 5. Requests submitted later may be declined without substantive review.

10.4The Company may ask for information reasonably necessary to verify ownership of the account and the circumstances of the request. Where it is not provided within seven (7) days, the request may be closed.

10.5The Company will respond to each request within five (5) business days.

10.6Refunds, where granted, are issued to the original payment method only. The Company cannot refund to a different card, account or person.

10.7Once processed on the Company's side, funds are typically posted by your bank or card issuer within a further five (5) to ten (10) days. That period is outside the Company's control.

11.1The Company assesses each request individually and on its own merits.

11.2In doing so it may take into account, without limitation: the time elapsed since the purchase; the number of Messages consumed; whether the issue is a verified technical failure attributable to the Service rather than dissatisfaction with what the Game Master wrote; the account's history and standing; any previous request or refund; whether the account holder contacted the Company before initiating a payment dispute; and the accuracy and good faith of the statements made in support of the request.

11.3The Company may, at its sole discretion, grant a refund, a partial refund or another remedy in circumstances where this Policy does not require one, including where the request would otherwise fall within Section 3 or outside the windows in Section 10.

11.4Any such decision is made as a gesture of goodwill, without admission of liability, fault or breach, and on a one-time basis unless expressly stated otherwise in writing.

11.5A decision under clause 11.3 does not vary this Policy, does not waive any right of the Company, and does not create a precedent or expectation in respect of any future request, whether by you or by anyone else.

11.6The Company may equally decline a request at its sole discretion. It is not obliged to state reasons, to disclose its internal assessment criteria, to explain a difference in treatment between accounts, or to continue correspondence once a decision has been communicated.

11.7A communicated decision is final. The Company may decline to review a request that has already been decided, unless material new information is provided.

11.8No statement by any employee, agent or automated system constitutes approval of a refund unless confirmed in writing by the Company from support@questhall.gg.

12.1In place of a monetary refund, the Company may offer, and you may accept, one or more of the following: (a) Messages equal to all or part of the amount in question; (b) a transfer to a different plan or billing interval; (c) an extension of the current Billing Period; or (d) cancellation of future billing without further charge.

12.2Offering an alternative remedy is not an admission that a refund is due and does not affect the operation of Sections 2, 3 or 5.

12.3Acceptance of an alternative remedy is full and final settlement of the request to which it relates.

12.4The Company may make an alternative remedy conditional upon the withdrawal or closure of any pending payment dispute relating to the same transaction.

13.1A refund will not ordinarily be granted where a substantial proportion of the Messages allocated for the relevant period has been consumed. As a guide, consumption of more than twenty percent (20%) of that allocation is treated as substantial.

13.2Not more than one discretionary refund under clause 11.3 will ordinarily be granted per account, per person, or per payment method in any twelve (12) month period.

13.3The Company may decline a request, and may suspend or terminate the account, where it identifies a pattern of repeated purchase and refund, the use of multiple accounts, the use of multiple payment methods to circumvent clause 13.2, or a refund followed by repurchase at a promotional price.

13.4Where a request is supported by statements that are false or materially misleading, the Company may decline it, revoke any refund already granted, and terminate the account under the Terms of Service.

13.5Where a refund is granted, the corresponding access and Messages are revoked, and the Company may set the refunded amount off against any sum owing to it.

14.1You agree to contact the Company to resolve any billing concern before initiating a chargeback or payment dispute.

14.2Filing a chargeback without first contacting the Company is a breach of these terms, in which case the Company reserves the right to:

• suspend or terminate the account;
• revoke Messages, access and associated account data;
• contest the dispute and provide the payment processor with transaction records, delivery and turn logs, access records, and evidence of your acceptance of this Policy;
• seek recovery of any administrative and processor fees incurred.

14.3While a chargeback or dispute is pending, the Company will not process a refund or a discretionary remedy in respect of the same transaction, as doing so risks a duplicate reversal.

14.4Reinstatement of an account suspended under this Section may be made conditional upon withdrawal of the dispute and settlement of the disputed amount together with any fees incurred.

15.1Where an account is suspended or terminated for breach of the Terms of Service, no refund is issued for any remaining subscription period or unused Messages, all of which are forfeited on termination.

15.2Where you delete your account voluntarily, any remaining subscription period and unused Messages are forfeited and no refund is payable.

15.3Where the Company withdraws the Service from a user for reasons unrelated to that user's breach, it may, at its discretion, refund the unused prepaid portion.

16.1Complimentary and promotional Messages, including a new account's opening allowance and any trial allowance, have no monetary value, are non-transferable, and cannot be refunded, exchanged or redeemed for cash.

16.2They may expire or be revoked at any time without notice and without compensation.

16.3They are disregarded in any calculation made under Section 5.

17.1The Company may modify, update, replace or discontinue any campaign, model, feature or aspect of the Service at any time.

17.2Such changes do not, of themselves, entitle you to a refund, including where a model is replaced, where a campaign is withdrawn from the catalog, or where the character of the writing changes as a result.

17.3Changes made by third-party model providers, or required by law, regulation or payment-processor rules, are treated in the same way.

17.4If the Service is discontinued in its entirety, refunds will be considered case by case, and the Company may refund the unused prepaid portion on a pro rata basis.

18.1Nothing in this Policy limits or excludes any right you have under applicable law that cannot be limited or excluded by agreement.

18.2Where such rights apply they prevail over this Policy to the extent of any inconsistency, and the remainder of this Policy continues in effect.

18.3By purchasing and obtaining immediate access to a Subscription or to Messages, you ask us to begin performance immediately and acknowledge that, where your country gives you a right of withdrawal or a cooling-off period for digital content, that right ends once supply has begun with your consent, to the extent that law permits.

18.4Granting a discretionary remedy under Section 11 or Section 12 does not waive, and is not a substitute for, any statutory right.

19.1The Company may amend this Policy at any time. The amended version takes effect when published on this page, and the “Last updated” date is revised accordingly.

19.2The version of this Policy in force at the time of a transaction governs that transaction.

19.3Continued use of the Service, or any subsequent purchase or renewal, constitutes acceptance of the Policy then in force.

20.1To request a refund or raise a billing question, write to support@questhall.gg from the email address associated with your account, in accordance with Section 10.