Effective Date: January 1, 2026 — Version: 1.0
1. Introduction
This Refund & Cancellation Policy (“Policy”) governs the cancellation of services, refund eligibility, and related billing adjustments for clients using the k&z quantum AI infrastructure platform and associated services (the “Services”). This Policy is incorporated into and forms part of the Terms of Service and any applicable Master Service Agreement.
K&z Limited (“k&z”) is committed to transparency in billing and providing fair cancellation and refund terms. Given the nature of quantum computing infrastructure, which requires significant capital investment and capacity planning, certain service commitments carry specific cancellation and refund provisions as detailed below.
2. Cancellation Process
2.1 On-Demand and Consumption-Based Services
Clients using on-demand or consumption-based Services may cancel at any time through the following methods:
- Email Request: Send a cancellation request to support@kandz.co from the email address registered to your account, including your account identifier and the specific services you wish to cancel.
- Support Portal: Submit a cancellation request through the k&z Support Center with your account details.
Note: Online self-service cancellation via the platform dashboard is planned for a future release. Until then, the email and support portal methods above are the primary cancellation channels. All cancellation requests are processed within two (2) business days.
Cancellation of on-demand services takes effect at the end of the current billing cycle. Any usage incurred up to the effective cancellation date will be billed according to the applicable consumption rates.
2.2 Reserved Capacity and Subscription Services
Reserved capacity commitments and subscription services have committed terms as specified in the applicable Order Form or subscription agreement. Cancellation of these services is subject to the terms described in Section 4 of this Policy.
2.3 Account Closure
To close your k&z account entirely, you must first cancel all active services, resolve any outstanding balances, and download any data you wish to retain. Upon account closure, k&z will delete your Client Data within thirty (30) days, except where retention is required by applicable law. Account closure is irreversible.
2.4 Cancellation Confirmation
k&z will send a confirmation email within two (2) business days of processing your cancellation request, confirming the cancellation effective date, any final charges, and data retention timeline.
3. Refund Eligibility — On-Demand and Consumption Services
3.1 Consumption-Based Billing
Consumption-based charges (QPU runtime, shots executed, data processed) are billed for actual usage and are generally non-refundable once the computation has been executed on QPU resources. However, refunds or credits may be issued in the following circumstances:
- Service Errors: If a QPU job fails due to a confirmed platform error (as opposed to user error in circuit design), the QPU runtime and shot charges for the failed job will be credited to the client’s account automatically.
- Billing Errors: If k&z determines that a billing error has occurred (incorrect metering, duplicate charges, or incorrect rate application), the overcharged amount will be refunded or credited within fifteen (15) business days of confirmation.
- Service Level Credits: Clients may be eligible for service credits under the SLA & Uptime Policy if uptime commitments are not met.
3.2 Prepaid Credits
Clients who have purchased prepaid usage credits may request a refund of unused credits within fourteen (14) days of purchase, provided that less than ten percent (10%) of the purchased credits have been consumed. After fourteen (14) days or once more than ten percent (10%) of credits have been consumed, prepaid credits are non-refundable but remain available for use until their expiration date (twelve months from purchase unless otherwise specified).
3.3 Prorated Refunds
For monthly subscription plans canceled mid-cycle, k&z does not provide prorated refunds for the remaining portion of the billing period. The client will continue to have access to the Services until the end of the current billing period.
4. Reserved Capacity Commitments
4.1 Non-Refundable Nature
Reserved capacity commitments (Capacity Blocks, dedicated QPU reservations, annual or multi-year commitments) represent a binding financial obligation for the committed term. Reserved capacity fees are non-refundable, as k&z allocates dedicated quantum computing resources based on these commitments and incurs significant infrastructure costs to fulfill them.
4.2 Early Termination
If a client wishes to terminate a reserved capacity commitment before the end of the committed term, the following terms apply:
- Early Termination Fee: The client shall pay an early termination fee equal to fifty percent (50%) of the remaining fees due for the unexpired portion of the committed term.
- Notice Period: A minimum of sixty (60) days’ written notice is required for early termination of reserved capacity commitments.
- Paid Balances: Fees already paid for the remaining committed term, net of the early termination fee, will be applied as credits toward other k&z services, not refunded in cash.
4.3 Capacity Downgrades
Clients may request to downgrade their reserved capacity during a committed term. Downgrades take effect at the beginning of the next billing cycle. The difference in fees is not refundable for periods already billed. Future billing will reflect the reduced capacity level, subject to any minimum commitment thresholds specified in the Order Form.
5. Exceptions
5.1 k&z-Initiated Service Discontinuation
If k&z discontinues a Service that a client has actively reserved or prepaid for, k&z shall provide: (a) at least ninety (90) days’ prior written notice; (b) a pro-rata refund of any prepaid fees for the unused portion of the service term; and (c) reasonable assistance in migrating to an alternative k&z service, if available.
5.2 Material Service Degradation
If the Services experience material degradation that renders them substantially unusable for the client’s documented use case for a period exceeding thirty (30) consecutive days, and k&z is unable to remediate the issue, the client may terminate the affected service and receive a pro-rata refund of prepaid fees for the unused portion of the term.
5.3 Regulatory or Compliance Events
If changes in applicable law, regulations, or export control restrictions prevent k&z from providing the Services to a client, k&z shall refund any prepaid fees for the unused portion of the service term, less any costs reasonably incurred by k&z in connection with the regulatory event.
5.4 Force Majeure
Service interruptions resulting from Force Majeure events (as defined in the Terms of Service) do not give rise to refund obligations, though service credits may apply under the SLA where applicable.
6. Refund Timeline
| Refund Type | Processing Time |
|---|---|
| Billing error corrections | 15 business days from confirmation |
| Prepaid credit refunds (within 14-day window) | 10 business days from request approval |
| Service discontinuation refunds | 30 business days from effective date |
| Material degradation termination refunds | 30 business days from termination |
| Service level credits | Applied to next invoice |
Refunds are processed to the original payment method. If the original payment method is no longer available, k&z will coordinate with the client to arrange an alternative refund method. Wire transfer refunds may require additional processing time.
7. Dispute Process
7.1 Initial Dispute
If you disagree with a billing charge or a refund determination, you may submit a billing dispute to support@kandz.co within sixty (60) days of the charge or determination. Your dispute should include: your account identifier, the specific charge(s) in question, the reason for your dispute, and any supporting documentation.
7.2 Review
k&z will acknowledge receipt of your dispute within two (2) business days and complete its review within fifteen (15) business days. During the review period, the disputed amount will not be subject to late payment penalties.
7.3 Resolution
k&z will provide a written determination including an explanation of the findings and any resulting adjustment. If the dispute is resolved in the client’s favor, the applicable refund or credit will be processed in accordance with the timelines in Section 6.
7.4 Escalation
If you are not satisfied with the initial determination, you may escalate the dispute to k&z’s Finance Director by sending a written request to support@kandz.co within fifteen (15) business days. The Finance Director will review the dispute and provide a final determination within fifteen (15) additional business days. Further disputes shall be resolved in accordance with the dispute resolution provisions of the applicable Agreement.
8. Contact
For cancellation requests and refund inquiries:
- Billing: support@kandz.co
- Support: Support Center
- Finance Escalation: support@kandz.co