Refund Policy

Last updated: 8 July 2026

We want pricing to feel fair. Your statutory rights are administered by us at checkout; on top of those, we add a goodwill money-back guarantee with clear, transparently-measured usage limits.

1. Scope

This policy applies to paid cloud subscriptions to Quell. Rain Ventures Limited is the seller of record for your purchase; Stripe is our payment processor and processes the underlying card payment. Self-hosting Quell is free, so no charge — and no refund — arises. Refunds we approve are issued through Stripe to your original payment method and typically take 5–10 days to appear.

2. Your statutory rights come first

As the seller of record, we administer your statutory cancellation and refund rights ourselves, at checkout. Where you are a consumer, this includes any statutory right to cancel a digital service within 14 days (which applies to one-off purchases and the first payment of a subscription) — and the consent to immediate access (and acknowledgement that the cancellation right is lost once use begins) is captured at checkout, not on this page.

This policy is in addition to those rights, never instead of them. If your statutory rights give you more than this page does, the higher level of rights always applies.

Nothing in this policy affects your statutory rights as a consumer under the law that applies to you — including, in the UK, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

3. Our goodwill money-back guarantee

Over and above your statutory rights, we want pricing to feel fair. As a goodwill gesture you may request a full refund of your most recent payment within 14 days, provided your subscription has not been materially used (defined below). It applies whether or not a statutory right is available to you.

4. When a subscription is “materially used”

Because Quell delivers value through use, the goodwill guarantee no longer applies — and the current billing period becomes non-refundable under this policy — once your account has reached either of the following, as recorded in our system:

These thresholds represent genuine, realised value from the product, and they only limit our goodwill guarantee — they never reduce a statutory right.

5. How eligibility is verified

We determine goodwill-guarantee eligibility from our own records — the same activity history shown in your account. If you request a refund, we will share the relevant usage summary (tickets resolved, linked issues created, and the billing period) so the decision is transparent and you can see exactly how it was reached.

6. Annual plans

For annual subscriptions eligible under the goodwill guarantee and within the 14-day window, we will refund the unused whole months on a pro-rata basis; any month in which the Service was materially used is treated as used. After the window, annual plans are non-refundable for the current term under this policy (statutory rights aside), but you can cancel to prevent the next renewal.

7. Renewals

Automatic renewal charges are generally non-refundable under this policy once the new period begins and any material usage occurs. If a renewal was charged in error and the new period has not been materially used, contact us within 14 days and we will refund it.

8. Service outages

If you experience extended, verified downtime attributable to us, we may, at our discretion, provide a service credit or a pro-rata refund for the affected period, even where the subscription is otherwise materially used.

9. How to request a refund

Email [email protected] from, or quoting, your account email and tell us which charge you would like refunded. We aim to respond within a few business days; approved refunds are then issued through Stripe.

10. Chargebacks and disputes

Please contact us before raising a chargeback — most issues are resolved quickly. As the seller of record, payment disputes and chargebacks are handled by us, via Stripe.