Refund Policy

24-hour refund window. You may request a refund within 24 hours of purchase only if no response has been sent yet. Once the first response is sent, service has begun and refunds are no longer available unless stated below.

Quick Answer — $20. Quick Answer is one focused written response. Once that response is delivered, the service is complete and no refund is available. The $20 payment may be applied as credit toward another paid tier.

Guided Email Support — $45. Guided Email Support includes up to 7 rounds of back-and-forth email help. Rounds 1–2 may qualify for a 50% partial refund if requested. Round 3 or beyond is not refundable because service is already well underway. If you stop responding for 7 or more days, the session closes with no refund.

Time to Replace It — $45. Time to Replace It is the natural next step when troubleshooting points to the hardware itself. Once replacement guidance or a replacement recommendation has been delivered, the service is complete and non-refundable.

Live Help Session — $60. Live Help Sessions are delivered over Microsoft Teams only. No phone calls, Zoom, or WhatsApp sessions are provided. Sessions include up to 60 minutes of live help with optional screen or visual sharing through Teams. If you are 15 or more minutes late, the session is forfeited with no refund. If you experience technical issues, one reschedule is allowed. If Queu experiences technical issues, you may choose a reschedule or full refund. Time beyond 60 minutes is not guaranteed.

Wrong tier purchased. If you purchased the wrong tier and contact Queu within 24 hours before any work has started, the payment may be applied as credit toward the correct tier. This is credit only and not a cash refund.

Bad or incomplete information. Refunds are not provided when the outcome is affected by inaccurate, incomplete, missing, or unclear information submitted by the user. You are responsible for the accuracy of what you provide.

If steps make things worse. Queu may offer goodwill credit toward another tier, but not a cash refund. Queu is not liable for outcomes from steps you choose to follow.

Chargebacks. You must contact Queu directly within 48 hours before disputing a charge with your bank or payment provider. Chargebacks made without prior contact may result in a permanent ban from using Queu.

Final decisions and liability. All refund decisions are final. Queu’s maximum liability is limited to the amount paid for the service.