ACTIVE
Q-VALIS Withdrawal & Refund Policy and Information on the Right of Withdrawal
- Version
- 1.1
- Version Date
- 2026-09-19
- Effective Date
- 2026-09-22
- Status
- ACTIVE
- SHA-256
- 6b698bb118098233f847d213ff6fa4587a3093167e6f77ca93d217e74f9d5702
Q-VALIS
WITHDRAWAL & REFUND POLICY AND INFORMATION ON THE RIGHT OF WITHDRAWAL
Version 1.1
Version Date: 19 September 2026
Effective Date:
1. Provider
This Withdrawal & Refund Policy and Information on the Right of Withdrawal (“Policy”) applies to products and services offered only for purposes related to a customer’s trade, business or profession and supplied through Q-VALIS by:
IC GLOBALTEST OOD
UIC: 130370857
VAT No.: BG130370857
Registered office and address: 31 Krushovski vrah str., Ovcha kupel-1 district, Ovcha kupel municipality, 1618 Sofia, Republic of Bulgaria
Email: support@q-valis.com
Business telephone: 0700 20 661
Primary written contact: support@q-valis.com
This Policy supplements the Q-VALIS Terms and Conditions.
2. Scope
2.1. Q-VALIS products and services are offered only for professional and business purposes, as stated in the Q-VALIS Terms and Conditions. Q-VALIS does not intentionally offer products for private consumer use. This Policy explains:
a) statutory rights of withdrawal that apply as a mandatory-law fallback if a purchaser is nevertheless legally classified as a Consumer;
b) statutory remedies relating to digital content and digital services where mandatory law applies; and
c) the Q-VALIS refund policy.
2.2. References in this Policy to Consumers, a 14-day withdrawal period and statutory consumer remedies apply only if and to the extent the purchaser is nevertheless legally classified as a Consumer under applicable mandatory law. They do not grant every professional or business customer a 14-day withdrawal period. The professional-purpose checkout declaration records the stated purpose of the purchase; it does not waive or override mandatory legal classification or rights.
2.3. Q-VALIS does not provide a voluntary money-back or satisfaction guarantee.
2.4. Nothing in this Policy excludes or restricts any mandatory right available under applicable law.
3. Fourteen-Day Right of Withdrawal — Mandatory-Law Fallback
3.1. If and to the extent a purchaser nevertheless qualifies as a Consumer under applicable law, that Consumer entering into a distance contract has the right to withdraw from the contract within 14 days without giving a reason, subject to statutory exceptions.
3.2. For service contracts and contracts for digital content not supplied on a tangible medium, the withdrawal period generally begins on the date the contract is concluded.
3.3. The right of withdrawal may be exercised by:
a) sending an unequivocal statement to support@q-valis.com;
b) using the Support functionality in the Q-VALIS Personal Portal; or
c) using the Model Withdrawal Form provided at the end of this Policy.
3.4. Use of the Model Withdrawal Form is optional. Any clear and unequivocal statement expressing the Consumer’s decision to withdraw is sufficient.
3.5. It is sufficient that the withdrawal communication is sent before expiry of the applicable withdrawal period.
4. Immediate Supply
4.1. Q-VALIS products are generally intended to become available immediately after successful completion of the order.
4.2. Where applicable law requires an express request or consent before performance begins during the withdrawal period, Q-VALIS will obtain that request or consent separately during checkout.
4.3. The consequences for the right of withdrawal depend on the legal nature of the particular product and the manner in which it is supplied.
5. Digital Content Supplied Without a Tangible Medium
5.1. Downloadable Q-VALIS products, including downloadable Document Systems, Practical Tools, PDF Technical Guides and similar files, may constitute digital content supplied without a tangible medium.
5.2. Where a paid contract concerns such digital content, the Consumer may lose the statutory right of withdrawal once performance begins only where all mandatory statutory requirements have been satisfied, including:
a) the Consumer has given prior express consent for performance to begin during the withdrawal period;
b) the Consumer has expressly acknowledged that beginning performance results in loss of the right of withdrawal; and
c) Q-VALIS has provided the legally required confirmation on a durable medium.
5.3. Q-VALIS will not rely solely on the fact that a file was downloaded as proof that the statutory right of withdrawal was validly lost. The applicable checkout consent and confirmation evidence must also exist.
5.4. Q-VALIS may retain technical evidence that an authenticated download request for a particular Product Version was successfully served by Q-VALIS.
6. Courses and Other Digital Services
6.1. A Q-VALIS Course may include continuing platform access, learner progress, assessment functionality, completion records, certificate functionality and other interactive services.
6.2. If and to the extent a statutory withdrawal right applies and a Course or other Q-VALIS product is legally treated as a service or digital service, the Consumer may expressly request that performance begin immediately during the applicable withdrawal period.
6.3. Beginning performance of such a service does not by itself automatically remove the Consumer’s right of withdrawal.
6.4. Where applicable law provides that the right of withdrawal is lost after a paid service has been fully performed, that consequence applies only if all mandatory requirements have been satisfied, including the Consumer’s prior express consent to immediate performance and acknowledgement of the consequences for the right of withdrawal.
6.5. If a Consumer validly withdraws after requesting commencement of a service during the withdrawal period but before the service has been fully performed, any amount payable for performance already supplied will be determined only in accordance with applicable law.
6.6. Q-VALIS does not impose its own voluntary formula for a partial charge or partial refund outside the applicable statutory rules.
7. Mixed Products
7.1. Certain products may contain both:
a) a platform-based service or digital service; and
b) separately downloadable digital content.
7.2. Where necessary, Q-VALIS may request separate statutory confirmations applicable to the different elements of such a product.
7.3. The consequences of withdrawal are determined according to the applicable law and the nature of the relevant element of the contract.
8. Confirmation on a Durable Medium
8.1. Where required by applicable law, Q-VALIS will provide the Consumer with confirmation of the contract and the relevant immediate-performance consent and acknowledgement on a durable medium, such as email.
8.2. Q-VALIS maintains versioned evidence of the legal declarations accepted by the customer, together with the applicable document version, exact declaration wording and hash, timestamp and order relation. Recording a conditional immediate-performance declaration does not determine the customer’s legal classification.
9. No Voluntary Money-Back Guarantee
9.1. Q-VALIS does not offer a general voluntary:
a) money-back guarantee;
b) satisfaction guarantee;
c) trial-and-refund policy; or
d) unused-seat refund policy.
9.2. A refund, price reduction or contract termination will be provided where required by applicable law or the applicable contract.
9.3. IC GLOBALTEST OOD may, in a clear and exceptional individual case, grant a goodwill refund or product exchange at its discretion.
9.4. A goodwill decision:
a) is assessed individually by the Q-VALIS team;
b) does not constitute admission of legal liability; and
c) does not create a general entitlement, binding practice or precedent for other customers or transactions.
10. Technical Problems
10.1. A technical problem does not automatically result in an immediate refund.
10.2. Where a customer reports a technical problem attributable to Q-VALIS, Q-VALIS may first attempt to remedy the problem by, for example:
a) activating or restoring access;
b) providing a functioning replacement download;
c) correcting a corrupted file; or
d) restoring affected functionality.
10.3. Where applicable consumer law gives the Consumer the right to have digital content or a digital service brought into conformity, Q-VALIS will comply with that obligation.
10.4. Where the statutory conditions for price reduction or termination are satisfied, the Consumer retains those remedies.
10.5. Q-VALIS does not provide a voluntary partial refund or proportionate price reduction merely because of a short temporary technical interruption.
11. Non-Conformity and Statutory Remedies
11.1. If mandatory consumer law applies under Section 2.2 and digital content or a digital service is not supplied or does not conform to the contract, Consumers have the remedies provided by applicable law.
11.2. Depending on the circumstances, such remedies may include:
a) bringing the digital content or digital service into conformity;
b) proportionate reduction of the price; or
c) termination of the contract.
11.3. Statutory price reduction or reimbursement is not a voluntary Q-VALIS refund benefit and is determined in accordance with applicable law.
12. Refund Amount
12.1. Where a full refund is legally due, Q-VALIS refunds the amount actually paid by the customer for the affected transaction.
12.2. Where a refund is due, the refundable amount is calculated by reference to the amount actually paid after any applicable discount or promotion.
12.3. A promotional code or discount has no separate monetary value.
12.4. A complimentary EUR 0 order has no monetary payment to refund.
12.5. Historical promotion, order and refund evidence remains recorded.
13. Method and Timing of Refund
13.1. Where applicable law requires reimbursement following exercise of the statutory right of withdrawal, Q-VALIS will reimburse the amounts due without undue delay and, where the statutory 14-day reimbursement period applies, no later than 14 days after being informed of the Consumer’s decision to withdraw.
13.2. Where reimbursement is due as a statutory remedy following price reduction or termination for non-conforming digital content or a digital service, Q-VALIS will reimburse the amounts due without undue delay and no later than the applicable statutory deadline.
13.3. Refunds are made using the same means of payment used for the initial transaction unless:
a) the Consumer expressly agrees to another means of payment; and
b) the Consumer does not incur fees as a result.
13.4. Q-VALIS does not impose a refund processing fee on a Consumer where prohibited by applicable law.
13.5. After Q-VALIS has initiated a refund, the time required for the amount to appear in the customer’s account may additionally depend on the relevant bank, card issuer or payment service provider.
13.6. Q-VALIS is not responsible for independent currency-conversion differences or charges imposed solely by the customer’s own bank or payment provider and not received or controlled by Q-VALIS, except where applicable law requires otherwise.
14. Effect of a Valid Refund or Contract Termination
14.1. Where the relevant contract is validly terminated and the payment is refunded, Q-VALIS may, to the extent permitted by law:
a) terminate future Course access;
b) terminate online Technical Guide access;
c) revoke personal or Organisation product access;
d) cancel unused Organisation seats arising from the affected purchase; and
e) terminate the licence arising solely from the refunded purchase.
14.2. Historical order, payment, refund, access and delivery evidence is not erased merely because a refund has occurred.
14.3. Where digital content has already been downloaded, Q-VALIS cannot technically remove a file stored on the customer’s own device.
14.4. Where the applicable licence has validly terminated following refund or termination of the contract, continued use or redistribution remains subject to the applicable contractual and statutory rules.
14.5. Following statutory withdrawal or termination, the Consumer must refrain from further use of digital content or a digital service and from making it available to third parties to the extent required by applicable law.
15. Certificates
15.1. A refund does not automatically revoke a Certificate of Achievement that correctly records a learning completion which actually occurred.
15.2. Certificate revocation is governed separately and may occur where the certificate does not correctly evidence legitimate completion, including cases involving proven assessment fraud, impersonation, material identity manipulation, or erroneous certificate issuance.
16. Organisation Purchases and Seats
16.1. Q-VALIS does not offer a voluntary refund merely because an Organisation has unused Course seats.
16.2. If a statutory or contractual refund or termination right applies to an Organisation purchase, the treatment of the purchase and associated seats will be determined according to the applicable law, contract and actual seat status.
16.3. Relevant status may include Available, Invited, Activated, Started and Completed.
17. Incorrect Product Selection or Duplicate Purchase
17.1. Q-VALIS does not provide an automatic refund or exchange solely because a customer:
a) selected the wrong product; or
b) accidentally purchased the same non-Course product more than once,
where the product was accurately described and correctly supplied.
17.2. This does not affect any statutory right of withdrawal or other mandatory remedy.
17.3. In an obvious individual case, the Q-VALIS team may approve a goodwill refund or exchange under Section 9.
18. Course Use Before Withdrawal
18.1. Q-VALIS does not create its own rule under which a right of withdrawal automatically disappears after a particular module or percentage of Course progress.
18.2. Course progress may form part of the technical evidence of actual use, but the existence and consequences of a statutory withdrawal right are determined by applicable law.
19. Customer Expectations
19.1. Where the Product Page clearly and accurately describes the product’s:
a) format;
b) content;
c) technical requirements;
d) method of delivery; and
e) material characteristics,
a different subjective expectation does not by itself create an additional contractual right to a refund.
19.2. This Section does not protect Q-VALIS from responsibility for misleading, materially incomplete or inaccurate product information.
20. New Product Versions
20.1. Publication of a later Product Version does not by itself create a right to:
a) refund of an earlier Product Version;
b) free replacement; or
c) free upgrade.
20.2. The customer purchases the Product Version identified at the time of the order.
20.3. This Section does not restrict statutory remedies where the purchased version itself lacked conformity at the relevant time.
21. Subsequent Regulatory Changes
21.1. A subsequent change to legislation, a standard, pharmacopoeial requirement, guideline, regulatory position or professional expectation does not by itself create a right to refund for a Product Version that was properly supplied.
21.2. This does not exclude remedies where a product was materially inaccurate, misleading or non-conforming at the time it was sold.
22. Chargebacks and Payment Disputes
22.1. Nothing in this Policy prevents a customer from exercising a lawful right to dispute an unauthorised or otherwise legitimately disputable payment.
22.2. A payment dispute or chargeback is not automatically treated as misconduct.
22.3. Deliberately fraudulent disputing of a valid payment after the applicable product was properly supplied may constitute a breach of the Q-VALIS Terms and may result in temporary restriction of the relevant account or access while the matter is investigated.
22.4. If a payment is finally reversed or refunded, Q-VALIS may terminate access and the corresponding licence arising from that payment to the extent permitted by law.
22.5. Q-VALIS may retain relevant order, access and delivery evidence for legitimate legal, compliance, fraud-prevention and dispute-resolution purposes in accordance with applicable law.
23. Discontinuation by Q-VALIS
23.1. Where Q-VALIS discontinues a platform-based paid product before expiry of an existing paid access period, Q-VALIS will comply with its contractual and statutory obligations to affected customers.
23.2. Depending on the circumstances, this may include continued access, appropriate alternative performance, reimbursement or another remedy required by applicable law.
23.3. Q-VALIS does not adopt a separate voluntary pro-rata refund formula for such cases.
23.4. Discontinuation of future sales of a downloadable product does not itself create a right to refund where the purchased version was already properly supplied and the customer retains the applicable lawful licence to it.
24. How to Submit a Request
A withdrawal, refund request or complaint may be submitted:
Through: Q-VALIS Personal Portal → Support
Email: support@q-valis.com
Business telephone: 0700 20 661
Primary written contact: support@q-valis.com
Please identify, where possible:
- your name;
- your Q-VALIS account email;
- order reference;
- relevant product; and
- the nature of your request.
Failure to use a particular format does not invalidate a statutory withdrawal where the customer has otherwise made an unequivocal and timely statement of withdrawal.
25. Evidence and Records
Q-VALIS may retain lawful evidence relevant to a request, including:
- applicable legal-document versions and acceptances;
- order and payment evidence;
- Product Version and Version Date;
- access evidence;
- authenticated download requests and server-side delivery status;
- Course lifecycle evidence;
- support correspondence;
- refund/reversal records; and
- relevant administrative decisions.
Q-VALIS does not claim that a server-side successful download response proves that a file was physically saved or opened on the customer’s own device.
26. Mandatory Rights
If any provision of this Policy conflicts with a mandatory right available to a Consumer under applicable law, the mandatory statutory rule prevails. Nothing in the professional/business-use model or any checkout declaration excludes a mandatory right or determines legal consumer classification contrary to applicable law.
MODEL WITHDRAWAL FORM
This Model Withdrawal Form is provided as a mandatory-law fallback where a statutory right of withdrawal applies under Section 2.2. It does not create an additional withdrawal right for professional or business customers. Complete and send this form only if you wish to exercise an applicable right of withdrawal from the contract. Use of this form is not mandatory.
To:
IC GLOBALTEST OOD / Q-VALIS
31 Krushovski vrah str.
Ovcha kupel-1 district
Ovcha kupel municipality
1618 Sofia
Republic of Bulgaria
Email: support@q-valis.com
I/We hereby give notice that I/We withdraw from my/our contract concerning the following Q-VALIS product/service:
Product / Course: ______________________________
Order reference: ______________________________
Ordered on: __________________________________
Name of Consumer(s): _________________________
Address of Consumer(s): _______________________
Q-VALIS account email: ________________________
Date: ________________________________________
Signature: ___________________________________
(only if this form is submitted on paper)
END OF WITHDRAWAL & REFUND POLICY AND INFORMATION ON THE RIGHT OF WITHDRAWAL — VERSION 1.1