Refund & Cancellation Policy

Last Updated: 23 Sept 2026

This Refund & Cancellation Policy ("Policy") governs the relationship between the Service Provider and you as the Customer regarding refund eligibility, cancellation conditions, and related matters in connection with the use of visual design, 3D rendering, 3D interactive visualisation, and other services provided by the Company.

By using the Website and placing an order, you acknowledge and agree to this Policy, as well as to the Terms and Conditions and other applicable agreements.

Your Service Provider is: QPANO LTD, Reg. No. SC831410, address: Orbital House 3 Redwood Crescent, Peel Park, East Kilbride, Glasgow, United Kingdom, G74 5PR.

1. GENERAL REFUND PRINCIPLE

   Due to the digital and custom nature of the services provided by the Company, specific refund limitations apply.

   Orders cancelled before the Service has been initiated may be eligible for a full refund.

   Once the Company has started work on the Order, including, but not limited to, review of the Customer’s brief, allocation of resources, or commencement of production, any refund will be determined based on the stage of performance, the work already completed, and the circumstances of the request.

   For the avoidance of doubt, any action taken by the Company in preparation or execution of the Service shall be considered as the commencement of the Service.

   Upon delivery of the Service, the Order is considered fulfilled and is generally not eligible for a refund, except in the circumstances explicitly outlined in this Policy or where otherwise required by applicable law.

2. NON-REFUNDABLE CASES

   Refunds are not provided in the following situations:

   • The Customer changes their mind or no longer requires the Service, except where the Customer has a statutory right to cancel under applicable consumer law;
   • The Customer is dissatisfied with the result where the service has been delivered in accordance with the agreed brief or requirements;
   • The Customer has provided incomplete, inaccurate, or incorrect information affecting the execution of the service;
   • The Service has been fully performed and delivered in accordance with the Customer’s agreed brief and requirements, except where a refund or other remedy is required under applicable law.

3. ELIGIBILITY FOR REFUND

   Notwithstanding the provisions set out in Section 1 and Section 2 above, the Company may provide a refund in the following circumstances, subject to the terms of this Policy and applicable law.

   A refund may be granted in the following cases:

   • The service or content was not delivered to the Customer within the agreed timeframe;
   • The Company is unable to complete the service due to internal or technical issues;
   • A material deviation from the agreed scope of work has occurred, and the Company is unable to correct such deviation within a reasonable time;
   • The order is cancelled by the Customer before any work on the custom service has commenced.

   All refund requests will be reviewed by the Company in accordance with this Policy and applicable law.

4. REFUND REQUESTS AND REVIEW PROCESS

   If the Customer believes that there is an issue with the service or content provided, the Customer is required to contact the Company’s support team and provide a clear description of the issue, together with any relevant supporting information.

   Refund requests should be submitted within 14 days from the date of purchase or from the date on which the right to a refund arises in accordance with section 3.

   Each request is reviewed individually, taking into account:

   • The nature of the service or content provided;
   • The agreed scope of work and the Customer’s brief;
   • The stage of execution of the service;
   • Whether the service or content has been delivered, accessed, downloaded, or otherwise made available to the Customer;
   • Refund eligibility will depend on the stage of performance, the work already completed, whether the Service has been delivered or made available to the Customer, and the circumstances of the request.

   The Company may request additional information where necessary to complete the review.

   Following the review, the Company may:

   • Provide a correction of the service;
   • Offer an alternative solution;
   • Provide a refund, where appropriate.

5. NON-REFUNDABLE SERVICES AND CIRCUMSTANCES

   Refunds will not be granted in the following situations:

   • Successfully Delivered Services: The Service has been fully performed and delivered in accordance with the agreed scope of work and the Customer’s brief.
   • Custom-Made or Personalised Services: Where work on a customised or personalised Service has commenced, the Customer may be charged for the work already performed. Once the Service has been fully performed and delivered in accordance with the agreed scope of work and the Customer’s brief, it will generally not be eligible for a refund, subject to applicable law.

6. HOW TO REQUEST A REFUND

   To initiate a refund request, the Customer must contact our support team at support@qpano.io. Please include the following information in your request:

   • Your Order Number;
   • A clear description of the issue;
   • Supporting evidence, such as screenshots, correspondence, or any relevant materials related to the order.

   Our team will review your request. We aim to notify you of the outcome of the review within 7 business days of receiving all necessary information.

7. REFUND ISSUANCE

   If a refund is granted, it will be processed back to the original method of payment. Please allow 7–10 business days for the funds to be credited to your account, depending on your bank or payment provider.

8. CHARGEBACKS AND PAYMENT DISPUTES

   We encourage our Customers to resolve any issues directly with us by contacting our support team at support@qpano.io before initiating a chargeback or payment dispute with their bank, card provider, or payment gateway.

   In the event that a Customer initiates a chargeback or payment dispute, the following actions may be taken, where appropriate:

   • Immediate Suspension: Ongoing work on the Customer's custom services and projects related to the disputed transaction may be suspended while the dispute is being reviewed, and access to the relevant services may be temporarily restricted.
   • Rights to Disputed Materials: Where payment for the relevant Service is reversed or remains outstanding following a chargeback or payment dispute, any licence or usage rights granted to the Customer in relation to any drafts, 3D models, visual designs, or final renders associated with the disputed transaction may be suspended until the payment dispute is resolved, subject to the applicable Terms and Conditions.
   • Dispute Resolution: The Company reserves the right to dispute any chargeback it reasonably believes to be invalid, fraudulent, or unjustified. The Company may submit relevant evidence, including project briefs, communication logs, transaction records, and proof of digital delivery, to the relevant bank or payment provider.
   • Associated Fees: Where permitted by applicable law and the applicable Terms and Conditions, the Customer may be responsible for reasonable fees directly incurred by the Company in connection with an unsuccessful or unjustified chargeback.

9. EXCHANGES

   We do not offer direct exchanges. If you are eligible for a refund and require a different service or content, we recommend placing a new order after your refund has been processed.

10. POLICY MODIFICATIONS

    The Company reserves the right to amend this Refund & Cancellation Policy at any time. Any changes will become effective upon publication on this page and will apply to orders placed after the effective date of the updated Policy.

    The "Last Updated" date at the top of this Policy indicates the most recent revision.

11. CONTACT US

    For any questions or concerns regarding this Refund & Cancellation Policy, please contact us at: support@qpano.io.