Refunds and cancellations

If you have bought a credit pack and not yet generated any codes from it, you can ask for a refund within 7 days of the purchase. We refund to the original payment method. Payment gateway charges already incurred on the transaction are not returned to us and so are not part of the refund.

Once codes have been generated, the credits behind them are consumed and cannot be refunded. This holds even if you never print the codes, and even if you delete the batch afterwards.

The reason is that a code exists the moment it is generated. It can be screenshotted, photographed or copied out of an export, and there is no way for us to prove it has not been. Refunding a generated code would mean refunding something that may already be in somebody’s hands and claimable.

Deleting a batch is there for the case where you generated codes and then decided not to use them. It tidies your account. It is not a refund, and the panel says so before you confirm.

A reward that has been sent to a customer cannot be recalled by Kyuq. The money moves from your payment provider to them directly; we instruct it, we do not hold it. If a reward was sent in error, that is a matter between you and the recipient, and possibly your payment provider.

A reward that failed was never sent, so there is nothing to recover — you can retry it from your panel.

Credits are valid for 12 months from purchase. Credits that expire unused are not refunded, and the panel shows the next expiry date on your credits page so it does not arrive as a surprise.

A template pass is refundable within 7 days if you have not exported a sheet using a premium template. After that it runs to the end of its term.

Write to support@example.com from the email address on the account, with the invoice number. We aim to answer within two working days and to process an approved refund within seven.

If you are a customer who scanned a code rather than a business, this page is not the one you want — see the reward terms, and contact the business named on the code.

This policy has not been reviewed by a lawyer and the contact details are placeholders. Both must be settled before this site goes live.