Quello

Legal

Refunds and cancellation

How to cancel, how plan changes are charged, and when you can get your money back.

Updated

This page explains how cancelling, changing plans and refunds work for Quello subscriptions bought on app.quello-box.com.

Cancelling

  • Cancel any time from your account. Card subscriptions are cancelled under Change card or cancel; PayPal subscriptions with Cancel subscription, or in your PayPal account.
  • After you cancel, you keep Quello until the end of the period you have paid for. You are not charged again.

Changing plan

  • Card: an upgrade starts straight away. You pay the new plan's price minus a credit for the unused part of your old plan. A downgrade also starts straight away, and the unused part of your old plan becomes credit for your next payments.
  • PayPal: you approve the change in PayPal, and the new plan's price applies from your next payment.

Refunds

  • First purchase: if Quello does not work for you, email us within 7 days of your first payment and we refund it in full.
  • Charged by mistake, for example twice for the same period: we refund the extra payment.
  • Renewals are not refunded once the new period has started, except where the law gives you a right to one.
  • If we close your account for a reason other than a breach of our terms, we refund the unused part of your plan.

Refunds go back to the card or PayPal account you paid with. They usually appear within 5 to 10 working days, depending on your bank. When a refund is made, the plan it paid for ends.

How to ask

Email admin@quello-box.com from the address on your account, with the date and amount of the payment. We reply within 3 working days.