Refund & Conflict Resolution Policy

This Policy explains how Qymera, a brand of RYANES Holdings Co., Ltd. (Japan) and RYANES Holdings Inc. (Canada), handles payments, refunds, and project-related conflicts when working with clients worldwide.

If anything here is unclear, please contact us before starting your project.

0: About Qymera and RYANES

Qymera (“Qymera”, “we”, “us”, “our”) is a brand and operating division of:

RYANES Holdings Co., Ltd., incorporated in Japan, and
RYANES Holdings Inc., incorporated in Canada

(collectively, “RYANES”).

This Refund & Conflict Resolution Policy (“Policy”) explains how we handle payments, refunds, cancellations, and conflict resolution relating to Qymera-branded websites, products, and services (collectively, the “Services”).

This Policy is intended to be read alongside our Terms of Service and Privacy Policy.

1: Purpose & Scope

The purpose of this Policy is to:

Provide clarity around when refunds may or may not be available.
Explain how we handle project changes, cancellations, and disputes.
Outline a clear process for raising concerns and working toward resolution.

This Policy applies to:

Project-based Services, such as web development, e-commerce builds, and collateral/branding projects.
Ongoing Services, such as hosting, support, or maintenance plans, where available.
Orders and invoices issued by Qymera under the Qymera brand.

If there is any conflict between this Policy and our Terms of Service, the Terms of Service will normally take precedence, unless otherwise agreed in writing.

2: Project Payments & Deposits

For most project-based Services (for example, websites, e-commerce builds, or collateral packages):

We typically require a deposit before work begins.
The remaining fees are invoiced in one or more milestone or final payments, as described in your proposal or Order.
Payments are normally due on Net terms specified on the invoice (for example, within 30 days of invoice date), unless we agree otherwise.

By paying the deposit or confirming the Order, you:

Reserve a place in our production schedule, and
Accept the scope, pricing, and payment structure set out in your proposal or Order.

3: Refund Eligibility – Project-Based Services

Because our work is largely custom and service-based, full refunds are rarely appropriate once work has begun. As a general rule:

Deposits and initial payments are non-refundable.
- They cover project planning, consultation, and early production work.
If a project is cancelled after work has begun, you are responsible for paying for all work completed up to the date of cancellation, less any payments already made.

Refunds may be considered at Qymera’s reasonable discretion where:

You have paid in advance for work that has not yet started, and
There is a clear reason (for example, a mutual decision not to proceed, or Qymera’s inability to deliver the agreed scope).

In such cases, we may offer:

A partial refund, or
A credit toward future services, depending on the circumstances.

We do not offer refunds for:

Approved deliverables (for example, designs or builds you have signed off on),
Work already performed that aligns with the agreed scope, or
Dissatisfaction based on preference changes after approval, where work was delivered according to the proposal and reasonable professional standards.

4: Refund Eligibility – Ongoing Services

For ongoing Services such as hosting, support, or maintenance (where available):

Fees are normally billed monthly or annually in advance.
Unless otherwise stated, fees for periods already commenced are non-refundable, even if you choose to stop using the Service partway through that period.

If you cancel ongoing Services:

Future billing will stop from the end of the current billing cycle (or as specified in your plan’s cancellation terms).
We may, at our discretion, offer a partial or pro-rated refund where Services cannot be delivered due to circumstances within our control.

We are not responsible for:

Refunds of third-party costs (such as domain registrations, SSL certificates, or paid plugins) that are subject to third-party terms.

5: Revisions, Scope Changes & Additional Fees

Our proposals and packages generally include a defined number of revisions per major deliverable and a clearly outlined scope (for example, number of pages, features, or design assets).

Revisions are intended to refine an existing approved direction, not to repeatedly change fundamental decisions.
Requests that significantly expand or alter the original scope may result in additional fees and timeline adjustments.

If you request changes that go beyond the agreed scope:

We will inform you that the request is out-of-scope, and
Provide a revised estimate or quotation for the additional work, where appropriate.

Fees associated with approved scope changes are not refundable, as they represent additional custom work performed at your request.

6: Client Cancellations

You may request to cancel a project or service by contacting us in writing.

For project-based work:

If you cancel before work begins and no significant planning work has been performed, we may consider a partial refund or credit, at our discretion.
If you cancel after work has begun:
- You are responsible for paying for all work completed up to the effective date of cancellation, minus any payments already made.
- Any unpaid portion for work already completed remains due.

For ongoing Services:

Cancellation will take effect according to the terms of your plan (for example, at the end of the current billing period).
Fees for periods already in progress are typically non-refundable.

7: Qymera Cancellations & Force Majeure

Qymera may cancel or suspend Services where:

You have materially breached the Terms of Service (for example, non-payment or misuse of Services).
Circumstances beyond our reasonable control (for example, natural disasters, major outages, or other force majeure events) make it impossible or impractical to continue Services.

If Qymera cancels a project or is unable to continue due to reasons within our control (and not due to your breach):

We will work with you to provide a fair resolution, which may include:
- Completing a reduced scope,
- Recommending alternative providers, and/or
- Offering a partial refund or credit for undelivered work you have already paid for.

8: Conflicts, Complaints & Resolution Process

We want conflicts to be resolved quickly and fairly. If you have a concern or dispute regarding payments, quality, or scope:

1: Contact us directly (informal resolution)

Email us with a clear description of the issue, relevant dates, and any supporting information.
We will review and respond as soon as reasonably possible, typically within a defined timeframe (e.g., 5–10 business days).

2: Internal review

If the issue cannot be resolved informally, we may conduct a more detailed internal review and propose a written resolution.
This might include additional clarification, limited extra work, or a mutually agreed adjustment to scope, schedule, or fees.

3: Escalation / mediation (if needed)

If a satisfactory resolution still cannot be reached, both parties may agree to engage in mediation or another form of alternative dispute resolution, before resorting to formal legal action, where practical and permitted by law.

Nothing in this Policy prevents either party from seeking legal remedies where appropriate, but we strongly prefer to resolve matters collaboratively and in good faith wherever possible.

9: Chargebacks & Payment Disputes

We view chargebacks (disputes filed directly with a bank or card issuer) as a last resort.

If you believe a payment was made in error or there is a billing issue, please contact us first so we can investigate and correct any mistake.
Initiating a chargeback without first attempting to resolve the issue with us may slow down resolution and could result in suspension of Services.

Where a chargeback is filed:

We reserve the right to provide evidence to the payment provider showing that Services were delivered as agreed.
If a chargeback is resolved in our favor, or if it is found to be unfounded, we may:
- Reinstate charges, and/or
- Require upfront payment or alternative payment terms for future work.

10: Suspension, Access Limitation & Repossession

In cases of non-payment, serious delay in payment, or material breach of our Terms:

Qymera may suspend or limit access to certain deliverables or ongoing services (for example, hosting, admin access, or premium features), after reasonable notice where practical.
For web and digital projects, Qymera may:
- Maintain the site or assets on infrastructure controlled by Qymera or RYANES, and
- Delay full transfer of ownership or administrative access until all outstanding amounts are paid in full, where this has been agreed in your proposal or Order.

In cases of persistent non-payment or default:

Qymera may treat the project as abandoned and may reclaim or reuse certain components, configurations, or Qymera Materials, consistent with our Terms of Service and your agreement.
Client-owned content (for example, your text, images, and brand assets) remains your property, subject to any liens or rights expressly permitted by law.

Our goal is always to avoid reaching this stage by working with you through the earlier conflict resolution steps.

11: Contracting Entity & Governing Law by Region

The entity you contract with, and the laws that apply to any dispute regarding payments or refunds, depend on your billing address:

Customers with billing addresses in Japan

Your contract is with RYANES Holdings Co., Ltd.
This Policy, and any disputes arising out of or relating to it, are governed by the laws of Japan.
You agree to the exclusive jurisdiction of the courts of Japan (for example, the Tokyo District Court), unless we agree otherwise in writing.

Customers with billing addresses outside Japan

Your contract is with RYANES Holdings Inc.
This Policy, and any disputes arising out of or relating to it, are governed by the laws of [Insert Province/State, e.g., Ontario, Canada], without regard to conflict of law rules.
You agree to the exclusive jurisdiction of the courts of [Insert City/Region], unless we agree otherwise in writing.

These jurisdiction choices mirror those set out in our Terms of Service.

12: Contact

If you have questions about this Refund & Conflict Resolution Policy, payments, or a specific invoice or project, you can contact us at:

Billing & Project Email: billing@qymera.net
(or your preferred contact address)

We will do our best to respond promptly and work with you toward a fair and practical resolution.