Refund & Cancellation Policy
Clear governance on SaaS subscription cancellations, duplicate M-Pesa transaction handling, and the distinction between platform fees and tenant ISP subscriber payments.
- Clearly separates B2B platform SaaS subscriptions paid to QC NetCore from retail internet payments paid by end-users to independent ISP Operators.
- Provides a structured process for resolving duplicate M-Pesa charges, uncredited STK Push callbacks, or failed provisioning.
- Allows ISP Operators to cancel recurring platform subscriptions at any time prior to the next billing cycle.
Section 1Distinction Between Platform SaaS Fees & Retail ISP Payments
Because QC NetCore is a multi-tenant ISP Operating System, two distinct types of financial transactions occur in relation to the platform:
- 1. Platform SaaS Subscriptions (ISP Operator -> QC NetCore): Fees paid by an ISP Operator to QC NetCore for using our cloud software platform.
- 2. Retail Internet Service Payments (End Subscriber -> ISP Operator): Payments made by home, business, or hotspot end-users via M-Pesa Paybill/Till to purchase internet access from an independent ISP Operator.
Section 2ISP Operator SaaS Subscription Cancellation & Refunds
ISP Operators may evaluate QC NetCore prior to purchase using our interactive Live Demo Mode and Free Tools at zero cost.
You may cancel your QC NetCore platform subscription at any time by contacting our billing support team via email or WhatsApp prior to your next billing renewal date. Upon cancellation, your tenant workspace will remain accessible through the end of the current paid billing period, after which automated billing renewals cease.
Where an ISP Operator experiences a verified duplicate charge on a platform invoice or a critical platform provisioning failure attributable directly to QC NetCore within the first seven (7) days of initial onboarding that cannot be resolved by our engineering team, QC NetCore will issue an equitable credit or refund upon verification of the payment reference.
Section 3End-User Hotspot & PPPoE Payments (Tenant ISP Policy)
When an end-user purchases a hotspot package (such as Daily Basic, Weekly Plus, or Monthly Pro) or pays a PPPoE invoice, the funds are settled directly to the respective ISP Operator's merchant account (M-Pesa Paybill or BuyGoods Till).
Once a hotspot voucher code or broadband session has been activated and bandwidth has been consumed, the digital service is deemed delivered and is generally non-refundable. However, an end-user is eligible for prompt re-provisioning, voucher replacement, or refund from the respective ISP Operator in the following verified scenarios:
- Duplicate M-Pesa Deduction: The subscriber was debited twice for the same package due to mobile network latency.
- Paid But Unprovisioned Session: M-Pesa confirmed payment deduction, but the captive portal or RADIUS server failed to activate the session or issue a valid voucher.
- Prolonged Local Outage: The ISP Operator's local access point or backhaul suffered a verified outage preventing utilization of a newly purchased time-bound package.
Section 4How to Request a Payment Review or Refund
To request a billing review, reconciliation check, or subscription cancellation, please provide the M-Pesa Transaction Reference Code (e.g., QK...), payer phone number, date/time of payment, and tenant/ISP name to:
- Email: quantumcode7777@gmail.com
- WhatsApp Support: 0712052104 (+254 712 052 104)
Questions About This Policy or Compliance Verification?
Reach our legal, privacy, billing, and security engineering desk directly via email or WhatsApp.