RULES AND PROCEDURE FOR THE REFUND OF FUNDS

1. GENERAL PROVISIONS

1.1. QupC Limited Liability Partnership (LLP) (BIN 260440024360), operating under the trademark «qup» (hereinafter — the «Seller»), accepts payments for beverage delivery services exclusively in non-cash form through the following payment services:

• Freedom Pay — a payment organization operating on the basis of a license of the National Bank of the Republic of Kazakhstan (freedompay.kz);
• Kaspi Pay — the payment service of Kaspi Bank JSC (kaspi.kz).

1.2. These Rules govern the procedure, timeframes, and conditions for refunding funds to the Buyer in the cases provided for by the applicable legislation of the Republic of Kazakhstan and by this document.

1.3. The Seller does not accept cash payments. Funds are not refunded in cash form under any circumstances — refunds are made solely by reverse crediting to the payment instrument from which the payment was made.

1.4. All refund transactions are made only to the payment instrument (bank card, Kaspi account) from which the payment was made. Transfers to other details are not permitted.

2. GROUNDS FOR A REFUND

2.1. Grounds on which a refund is made on a mandatory basis:

• A technical failure of the payment system that resulted in a double (repeated) debit of funds for a single Order.
• The Order was accepted for fulfillment but was not fulfilled through the fault of the Seller (lack of goods, technical failure, unavailability of the delivery Zone).
• The beverage was delivered with a material defect in quality: it does not match the composition of the Order, contains foreign objects, or is unfit for consumption — subject to proper documentary confirmation.
• The courier did not arrive at the delivery Point within the maximum permissible waiting time established by the Seller, through the fault of the Seller.
• The Order was canceled by the Buyer before its preparation began (status «accepted», but not «in progress»).

2.2. Cases in which a refund is not made:

• The Buyer was absent from the delivery Point for 5 minutes after notification of the Courier’s arrival.
• The Buyer changed their mind after the preparation of the beverage had begun.
• The Buyer incorrectly specified the order parameters (add-ins, temperature, volume) and did not file a quality complaint.
• A quality complaint was filed more than 30 minutes after receipt of the Order without photographic confirmation.
• The situation was caused by force majeure circumstances beyond the Seller’s control (natural disasters, actions of the authorities, network outages, etc.).

3. REFUND TIMEFRAMES

Refund timeframes depend on the payment instrument used for payment:

Note: the specified timeframes are counted from the moment the refund is initiated by the Seller in the payment provider’s system. The actual crediting of funds to the Buyer’s account depends on the card-issuing bank and is beyond the Seller’s control.

4. PROCEDURE FOR SUBMITTING A REFUND REQUEST

4.1. Step 1 — Contacting the Seller

The Buyer sends a request to the email address: hello@qup.coffee

The request must specify:

• The Order number (displayed in the Service interface and in the payment notification).
• The date and time the Order was placed.
• The amount to be refunded.
• The reason for the refund with a brief description of the situation.
• Photographic confirmation (in the case of a quality complaint) — mandatory.
• A contact phone number or e-mail for feedback.

4.2. Step 2 — Review of the request

The Seller reviews the request within 3 (three) business days from the moment of its receipt. Based on the results of the review, the Buyer is sent a response with one of the following decisions:

• the refund is approved — the Seller initiates the refund in the payment provider’s system;
• the refund is partially approved — the Seller explains the grounds for the partial refund;
• the refund is denied — the Seller provides a reasoned justification.

4.3. Step 3 — Initiation of the refund

After the request is approved, the Seller carries out the refund transaction in the personal account of the payment system:

• Freedom Pay: the «Refund» operation is initiated through the my.freedompay.kz personal account, specifying the transaction number (RRN).
• Kaspi Pay: the refund operation is initiated through the Kaspi Pay for business application or via the API using the transaction identifier.

4.4. Step 4 — Crediting of funds

After the refund is initiated by the Seller, the funds are credited to the Buyer’s payment instrument within the timeframes specified in Section 3 of these Rules. The Buyer receives a notification from the issuing bank or payment application regarding the crediting of funds.

5. SPECIAL CONDITIONS BY PAYMENT TYPE

5.1. Refund for payment made through Freedom Pay (bank card)

• The refund is made to the same card from which the payment was made. A transfer to another card or account is not possible.
• For payments made in foreign currency (USD/EUR), the refund is made in the same currency at the exchange rate as of the time of the original payment. Exchange rate differences arising during the period between payment and refund are not compensated by the Seller.
• If more than 180 days have passed since the moment of payment, a refund through the payment system is technically impossible — in this case, the refund is made by bank transfer using the details provided by the Buyer.
• The transaction RRN (Reference Retrieval Number) is provided to the Buyer upon request for interaction with the issuing bank.

5.2. Refund for payment made through Kaspi Pay

• The refund is made to the Buyer’s Kaspi Gold account/card from which the payment was made.
• For payments made through Kaspi Kredit (installment): the refund is made by canceling or reducing the amount of the credit agreement in accordance with the rules of Kaspi Bank JSC. The Buyer is notified by the bank of the change in the installment terms.
• A refund for a Kaspi QR payment is made automatically to the Buyer’s Kaspi account.
• If the Buyer has closed their Kaspi account, they must contact the Kaspi Bank hotline: 8 800 080 02 20.

5.3. Chargeback

A chargeback is a dispute of a transaction by the Buyer directly through the card-issuing bank in accordance with the Visa/Mastercard rules.

• The Seller strongly recommends, before initiating a chargeback, sending a claim directly to «qup» at hello@qup.coffee — most disputed situations are resolved within 3 business days without the involvement of the bank.
• Upon receipt of a chargeback request from the bank, the Seller undertakes to provide all necessary documents (order confirmation, receipt, correspondence with the Buyer) within the timeframes established by the payment systems.
• An unjustified chargeback (where the Order was actually fulfilled) is disputed by the Seller in the manner established by the Visa/Mastercard rules.

6. PARTIAL REFUND

6.1. A partial refund is permitted in the following cases:

• In a composite Order (several items), only part of the beverages turned out to be of inadequate quality — the cost of precisely those items is subject to refund.
• A delivery delay in a partially fulfilled complex order — by agreement of the parties.

6.2. Partial refunds are technically supported by both payment providers (Freedom Pay and Kaspi Pay) and are made in the same manner as a full refund, specifying the exact amount to be refunded.

7. DOCUMENTARY PROCESSING

7.1. Following a completed refund, the Buyer has the right to request from the Seller a supporting document (a notification of the initiation of the refund) to the email address specified when submitting the request.

7.2. The Seller stores data on all refund transactions for 5 (five) years in accordance with the requirements of the tax legislation of the Republic of Kazakhstan.

7.3. An electronic refund receipt is generated automatically by the payment system (Freedom Pay or Kaspi Pay) and is sent to the Buyer in accordance with the rules of the relevant payment provider.

8. CONTACT INFORMATION FOR REFUND REQUESTS

Name

QupC LLP

BIN

260440024360

Registered address

Republic of Kazakhstan, Astana, Esil district, Turkistan St., bldg. 32, apt. 129, 010017

Director

Kuanysh Yelzhan Madiyaruly

Email

hello@qup.coffee

Email subject

Refund of funds — Order No. [order number]

Website

qupcoffee.kz

Processing time

3 business days from the moment the request is received

Freedom Pay support

info@freedompay.kz | +7 778 746 38 01

Kaspi Pay support

8 800 080 02 20 (free of charge within the Republic of Kazakhstan)

9. AMENDMENT OF THE RULES

9.1. The Seller has the right to make amendments to these Rules unilaterally. The current version is always posted on the qupcoffee.kz website.

9.2. Amendments take effect 7 (seven) days from the moment of publication of the new version, unless a different period is specified in the version itself.

9.3. Continued use of the Service after the amendments take effect signifies the Buyer’s consent to the updated Rules.