Self-service purchases
Paddle is the Merchant of Record and contractual seller for self-service purchases completed through Paddle Checkout. Paddle processes the payment, applicable taxes, invoice, cancellation and refund. Paddle’s Buyer Terms and Refund Policy apply to those transactions in addition to any mandatory rights available under applicable law.
How to request a refund
For a Paddle transaction, submit the request through paddle.net using the email address and transaction details from your receipt. You may also contact support@qentra.tech; Qentra will investigate the product issue and, where appropriate, initiate a full or partial refund through Paddle.
Subscriptions and cancellation
You may cancel a self-service subscription from the billing area in your Qentra Account or through the secure Paddle customer portal. Cancellation stops future renewals and does not normally refund charges already billed, unless required by law or approved under Paddle’s policy. Access continues until the end of the paid billing period unless the checkout or refund confirmation states otherwise.
Digital services and withdrawal rights
Consumers may have a statutory withdrawal right, including a 14-day right in parts of the European Economic Area. That right can be limited for digital content or services supplied immediately after the consumer expressly requests immediate performance and acknowledges the applicable consequence. Qentra and Paddle will honor all non-waivable consumer rights.
Faulty or misdescribed software
If a Qentra product is materially defective, unavailable beyond its published service commitment or substantially different from its description, contact support promptly with the order reference, affected workspace and reproducible details. Qentra will first seek to restore service or provide a correction and will support an appropriate price reduction or refund where repair is not reasonable or mandatory law requires it.
Enterprise agreements
Enterprise plans are sold only after analysis and a written agreement. Refunds, service credits, termination rights and any acceptance period are governed by the signed order form, master agreement or statement of work rather than this self-service policy.
Timing and method
Approved refunds are returned through Paddle to the original payment method. Processing time depends on the payment network and financial institution. Paddle issues the relevant refund confirmation or credit note.
Contact
Product and technical questions: support@qentra.tech. Legal questions: legal@qentra.tech.