Customer Refund & Cancellation Policy

‍

Effective Date: September 26, 2025

WHEREAS, Quey, LLC, a Nevada limited liability company ("Company"), operates a digital platform connecting customers with independent contractor Queyer's for line-holding services in Las Vegas, Nevada; and

WHEREAS, Company requires clear policies governing service cancellations, refund eligibility, and dispute resolution to ensure fair treatment of customers while protecting Company's business interests; and

WHEREAS, Company must comply with Nevada consumer protection laws and establish reasonable policies for service modifications and cancellations;

NOW, THEREFORE, Company hereby establishes this Customer Refund and Cancellation Policy ("Policy") to govern customer cancellation rights, refund eligibility, and dispute resolution procedures.

1. DEFINITIONS

1.1 "Agreement" means Company's Customer Terms of Service governing the customer relationship.

1.2 "Company" means Quey, LLC, a Nevada limited liability company, and its successors and assigns.

1.3 "Customer" means any individual who uses Company's platform to request line-holding services.

1.4 "Force Majeure Event" means circumstances beyond Company's reasonable control including natural disasters, government actions, venue closures, severe weather, or other uncontrollable events.

1.5 "Platform" means Company's website, mobile application, and related systems used to facilitate Services.

1.6 "Policy" means this Customer Refund and Cancellation Policy, as amended from time to time.

1.7 "Queyer" means independent contractors who provide line-holding services through Company's Platform.

1.8 "Service Completion" means successful handoff between Queyer and Customer at the designated service location as verified through Company's platform.

1.9 "Services" means line-holding and queueing services facilitated by Company's Platform.

1.10 "Third-Party Processors" means Stripe, Inc. and other payment processing services used by Company.

2. POLICY INTEGRATION AND LEGAL FRAMEWORK

2.1 Integration with Customer Terms of Service. This Policy is incorporated into and governed by Company's Customer Terms of Service. The Agreement establishes the overall contractual relationship and liability limitations, while this Policy provides specific procedures for service cancellations and refunds.

2.2 Nevada Consumer Protection Compliance. This Policy complies with Nevada consumer protection laws including fair business practices, reasonable cancellation policies, and consumer dispute resolution procedures. Nothing in this Policy waives any consumer rights that cannot be waived under Nevada law.

2.3 Payment Processing Integration. All refunds are subject to Third-Party Processor terms and conditions, processing capabilities, and regulatory requirements. Company's refund obligations are limited by the technical and legal constraints of payment processing systems.

2.4 Independent Contractor Service Delivery. Customer acknowledges that Services are provided by independent contractor Queyer's, not by Company directly. Company's role is limited to platform facilitation, and refund eligibility is determined based on platform performance rather than independent contractor performance except as specifically provided herein.

3. SERVICE STATUS DEFINITIONS AND VERIFICATION

3.1 Pre-Assignment Status. Service requests that have been submitted and paid but for which no Queyer has been assigned. This status typically lasts five (5) to fifteen (15) minutes depending on location, time of day, and Queyer availability. Verification is established through platform assignment records and timestamp data.

3.2 Queyer Assigned Status. Queyer has been assigned to the service request and has accepted the assignment but has not yet arrived at the service location to begin line-holding services. Verification is established through Queyer assignment confirmation and platform status updates showing Queyer has not yet checked in at the service location.

3.3 In Line Status. Queyer has arrived at the service location, checked in through GPS verification, and has begun actively holding the Customer's position in line. Verification is established through GPS check-in confirmation within one hundred (100) feet of the designated location and Queyer status update to "In Line."

3.4 Near Front Status. Queyer has advanced in line and is approaching the front of the queue, indicating that Customer handoff will occur shortly. Verification is established through Queyer status update and proximity indicators showing advanced queue position.

3.5 Service Completion Status. Service has been completed through Customer handoff at the service location. Verification is established through GPS verification, Customer confirmation when applicable, and service completion documentation.

4. CANCELLATION PROCEDURES AND REQUIREMENTS

4.1 Standard Cancellation Methods. Customers may cancel service requests through the following methods: SMS cancellation by texting "CANCEL" to Company's designated service number; mobile application cancellation using the cancel button within active service requests; website cancellation through Customer's account dashboard and active service management; telephone cancellation by calling Customer service during business hours; and emergency cancellation through Customer service emergency hotline for urgent situations.

4.2 Cancellation Confirmation and Documentation. Upon receipt of cancellation request, Company shall provide confirmation and initiate manual review including: immediate SMS confirmation message with cancellation timestamp and reference number; email confirmation to Customer's registered email address with cancellation details and review timeline; notification that refund eligibility will be determined through manual review of service status; expected refund processing timeline following manual approval when applicable; and Customer service contact information for cancellation-related inquiries and status updates.

4.3 Cancellation Timing Requirements and Service Status Impact. Cancellation requests must be submitted through Company's platform and are subject to different treatment based on service status: cancellations during Pre-Assignment and Queyer Assigned Status qualify for full refunds as no line-holding service has been provided; cancellations during In Line and Near Front Status do not qualify for refunds as Queyer has begun providing valuable line-holding services; emergency cancellations may be processed with special consideration for safety concerns or Force Majeure Events regardless of service status; and Company cannot process cancellations after Service Completion has been verified through platform systems.

4.4 Queyer Notification and Service Status Impact. Upon Customer cancellation, Company shall immediately notify the assigned Queyer and coordinate appropriate response including: immediate notification to Queyer if cancellation occurs during Queyer Assigned Status before Queyer has begun travel or line-holding activities; coordination with Queyer for compensation when cancellation occurs during In Line or Near Front Status, as Queyer has provided valuable service time; documentation of service status and Queyer time investment for compensation determination; and customer service coordination for any Customer-Queyer communication regarding cancellation circumstances and service completion.

5. REFUND ELIGIBILITY AND CALCULATION

5.1 Full Refund Eligibility (100% Refund). Customers are eligible for complete refunds of all charges including service fees and platform fees when cancellation occurs during: Pre-Assignment Status before any Queyer has been assigned to the service request; Queyer Assigned Status before Queyer has arrived at the service location and begun line-holding activities; service suspension due to Force Majeure Events including severe weather, venue closures, or emergency situations; platform technical failures preventing service delivery; safety emergencies requiring immediate service termination for Customer or Queyer protection; and Queyer cancellation or no-show during Pre-Assignment or Queyer Assigned Status.

5.2 No Refund Situations. No refunds shall be provided when cancellation occurs during: In Line Status after Queyer has checked in at the service location and begun actively holding Customer's position; Near Front Status when Queyer is approaching the front of the queue and Customer handoff is imminent; Service Completion Status after successful Customer handoff has occurred; Customer failure to appear for handoff after Queyer has held position and reached front of line; cancellation due to Customer violation of venue policies or legal requirements; and cancellation due to Customer provision of inaccurate location information or service requirements.

5.3 Service Credit Alternative Options. When full refunds are not available due to service status, Company may offer account credits including: service credits equal to the paid amount for future service requests when service cannot be completed due to venue or external factors; enhanced service credits with bonus value for service quality issues or Customer inconvenience; promotional credits for service delivery problems not qualifying for full refunds; and flexible credit terms allowing extended usage periods and service modifications for future requests.

5.4 Partial Compensation for Service Issues. In rare circumstances involving service delivery problems during In Line or Near Front Status, Company may provide: service credits when venue closures or emergency situations prevent service completion after line-holding has begun; account credits when Queyer abandons service position due to safety concerns or venue policy violations; proportional credits when service delivery is significantly shortened due to external factors beyond Customer control; and alternative service arrangements when technical failures affect service coordination during active line-holding.

6. FORCE MAJEURE AND EMERGENCY CANCELLATIONS

6.1 Weather-Related Cancellations. Company shall provide full refunds for service cancellations due to severe weather including: National Weather Service warnings for severe thunderstorms, flash floods, or high winds affecting service locations; extreme heat advisories when temperatures exceed one hundred fifteen (115) degrees Fahrenheit; dust storms or air quality alerts affecting safe service delivery; and winter weather conditions including snow, ice, or freezing temperatures creating unsafe conditions for outdoor service delivery.

6.2 Venue and Location Emergency Cancellations. Full refunds shall be provided for cancellations due to venue emergencies including: venue closures due to security incidents, emergency evacuations, or safety concerns; government facility closures due to security alerts or emergency procedures; special event cancellations or postponements affecting service location access; utility failures or infrastructure emergencies affecting venue operations; and law enforcement or emergency services activities preventing access to service locations.

6.3 Public Safety and Emergency Cancellations. Company shall provide full refunds for cancellations due to public safety emergencies including: terrorist threats or security incidents affecting Las Vegas area venues; public health emergencies or disease outbreaks affecting public gatherings; civil unrest or public safety concerns affecting service location safety; transportation emergencies or infrastructure failures preventing Queyer or Customer access to service locations; and emergency declarations by federal, state, or local authorities affecting service delivery areas.

6.4 Customer Medical and Personal Emergency Cancellations. Company shall provide full refunds for documented Customer emergencies including: medical emergencies requiring immediate medical attention or hospitalization; family emergencies requiring immediate travel or assistance; natural disasters or emergencies affecting Customer's home or primary residence; and other documented emergency situations beyond Customer's control that prevent service utilization.

7. SERVICE QUALITY DISPUTES AND RESOLUTION

7.1 Service Quality Standards and Expectations. Services are considered satisfactory when: Queyer arrives at the correct service location and successfully checks in during Queyer Assigned Status; line-holding service begins promptly upon arrival with appropriate queue position management; professional communication is maintained between Queyer and Customer throughout In Line and Near Front Status periods; service handoff is coordinated appropriately upon Customer arrival or when front of line is reached; and all venue policies and legal requirements are followed during service delivery. Customer acknowledges that once service reaches In Line Status, valuable line-holding time has been provided regardless of ultimate queue advancement or service completion.

7.2 Service Quality Dispute Reporting. Customers must report service quality disputes within twenty-four (24) hours of service completion to be eligible for dispute resolution. Dispute reports must include: specific description of service quality concerns with factual details; documentation or evidence supporting service quality claims when available; contact information for follow-up investigation and resolution; and good faith certification that dispute is based on legitimate service quality concerns rather than buyer's remorse or changed circumstances.

7.3 Dispute Investigation Procedures. Company shall investigate service quality disputes through: review of GPS tracking data, communication records, and platform verification information; contact with assigned Queyer for response to service quality allegations; review of venue policies and requirements affecting service delivery; analysis of Customer feedback and service completion documentation; and coordination with venue management or security when service location issues are alleged.

7.4 Dispute Resolution Options. Based on manual investigation findings, Company may provide: full refunds for legitimate service failures or Queyer performance issues, subject to manual review and approval; partial refunds or service credits for minor service quality issues not meeting full refund criteria; service credits or future service discounts for service quality concerns, processed through manual account adjustment; service replay opportunities for incomplete or unsatisfactory service delivery when circumstances warrant; and no adjustment for unfounded disputes or Customer-caused service issues following thorough manual review.

8. PAYMENT PROCESSING AND REFUND PROCEDURES

8.1 Stripe Payment Processing Integration. All refunds are processed through Stripe, Inc. payment systems and are subject to: Stripe's terms of service and payment processing capabilities; banking and financial institution processing times and limitations; payment card issuer policies and chargeback procedures; international payment processing restrictions and requirements when applicable; and anti-money laundering and fraud prevention requirements affecting refund processing.

8.2 Refund Processing Timeline and Procedures. Company shall manually review and process approved refunds according to the following timeline: refund review and approval within twenty-four (24) hours of cancellation request during business hours; manual refund initiation through Stripe processing systems within forty-eight (48) hours of approval; Stripe processing time of three (3) to five (5) business days for domestic payment cards following manual initiation; five (5) to ten (10) business days for international payment cards depending on banking institutions; and additional processing time for complex refunds requiring enhanced verification or management review.

8.3 Refund Method and Limitations. Refunds shall be processed to the original payment method used for service purchase except when: original payment method is no longer valid or available, requiring alternative refund arrangements; chargeback disputes require coordination with payment card issuers and alternative refund procedures; fraud prevention measures require enhanced verification before refund processing; and regulatory requirements mandate specific refund procedures or documentation.

8.4 Processing Fees and Refund Deductions. Refunds may be subject to deductions including: Stripe processing fees that are non-refundable according to payment processor policies; administrative processing fees for frequent cancellation patterns or abuse of cancellation policies; chargeback fees when Customers dispute charges through payment card issuers rather than Company's dispute resolution procedures; and currency conversion fees for international payment cards when applicable.

9. PROHIBITED ACTIVITIES AND ABUSE PREVENTION

9.1 Cancellation System Abuse. The following activities constitute abuse of cancellation policies: repeatedly booking and canceling services without legitimate business need or changed circumstances; using service booking to test Queyer availability or service capacity without intention to utilize services; canceling services after receiving partial service benefit including line advancement or queue position improvement; providing false information regarding emergency situations or Force Majeure Events to obtain unauthorized refunds; and attempting to obtain refunds through multiple channels or misrepresentation of service circumstances.

9.2 Dispute System Abuse. Prohibited dispute activities include: filing fraudulent disputes for completed satisfactory services to obtain unauthorized refunds; threatening negative reviews, social media complaints, or legal action to coerce unwarranted refunds; providing false evidence or misleading information to support illegitimate dispute claims; attempting to circumvent Company dispute procedures through payment card chargebacks for legitimate service delivery; and repeatedly filing disputes for minor service variations that do not constitute legitimate service quality failures.

9.3 Progressive Enforcement and Penalties. Company shall enforce anti-abuse measures through progressive penalties: first offense results in warning notification and policy education regarding proper cancellation and dispute procedures; second offense results in administrative fees and enhanced account monitoring for future service requests; third offense results in limited refund eligibility and account restrictions affecting future service modifications; continued abuse results in account suspension or termination and forfeiture of account credits or promotional benefits.

9.4 Account Monitoring and Fraud Prevention. Company maintains manual monitoring systems to detect abuse including: manual review of cancellation patterns and frequency analysis for individual Customer accounts; staff review of dispute rates and resolution outcomes for suspicious activity patterns; manual analysis of refund requests for patterns indicating fraudulent activity; coordination with Stripe and other Third-Party Processors for fraud detection and prevention; and integration with customer service monitoring to identify suspicious account activity affecting refund and cancellation policies.

10. CUSTOMER COMMUNICATION AND SUPPORT

10.1 Customer Education and Information. Company provides Customers with comprehensive information regarding: clear explanation of refund policies and cancellation procedures before service purchase; service status definitions and verification procedures affecting refund eligibility; Force Majeure Events and emergency situations qualifying for full refunds; dispute resolution procedures and timeline requirements for service quality concerns; and contact information for Customer service assistance with cancellations and refunds.

10.2 Customer Service Support for Refunds and Cancellations. Company maintains Customer service capabilities including: telephone support during business hours for cancellation assistance and refund questions; email support for non-urgent cancellation and refund inquiries with response within twenty-four (24) hours; emergency hotline for urgent cancellations involving safety concerns or emergency situations; online help resources and frequently asked questions regarding refund policies and procedures; and escalation procedures for complex refund disputes requiring management review.

10.3 Refund Status Tracking and Communication. Company provides Customers with manual refund tracking including: email confirmation of refund approval following manual review with expected processing timeline; SMS notifications for refund processing milestones and completion when manually initiated; account dashboard updates showing refund status and expected completion dates following manual processing; Customer service availability for refund status inquiries and manual processing questions; and coordination with Stripe for payment card issuer communication regarding manually processed refunds.

11. SPECIAL CIRCUMSTANCES AND EXCEPTIONS

11.1 First-Time Customer Protections. New Customers receive enhanced refund protections including: extended cancellation windows for first service request to accommodate learning curve; waived administrative fees for cancellations related to platform familiarization; enhanced Customer service support and guidance for first-time service requests; priority dispute resolution for first-time Customer service quality concerns; and educational resources and communication to ensure understanding of service expectations and procedures.

11.2 Frequent Customer Benefits. Established Customers with positive service history may receive: reduced processing fees for account credit options; expedited refund processing for account credits and future service applications; enhanced Customer service access and priority support for refund and cancellation questions; flexible cancellation policies recognizing established Customer reliability and service history; and loyalty program benefits including enhanced refund options and service modifications.

11.3 Corporate and Group Service Refund Policies. Business Customers and group service arrangements have: customized refund terms negotiated in corporate service agreements; enhanced Force Majeure protections for business events and corporate requirements; priority Customer service and account management for complex refund situations; flexible payment and refund scheduling to accommodate corporate billing and accounting requirements; and coordination with corporate travel and event management for emergency cancellations and service modifications.

12. LEGAL COMPLIANCE AND DISPUTE RESOLUTION

12.1 Nevada Consumer Protection Law Compliance. This Policy complies with Nevada consumer protection requirements including: fair and reasonable cancellation policies that do not unfairly prejudice consumer rights; clear disclosure of refund policies and procedures before service purchase; reasonable dispute resolution procedures and timeline requirements; protection against unfair or deceptive business practices; and compliance with Nevada attorney general consumer protection guidelines and enforcement actions.

12.2 Integration with Customer Terms of Service Dispute Resolution. Refund and cancellation disputes that cannot be resolved through Customer service shall be subject to the dispute resolution procedures established in Company's Customer Terms of Service including: good faith negotiation and informal resolution procedures; binding arbitration in Clark County, Nevada for formal dispute resolution; class action waiver and individual dispute resolution requirements; and Nevada state law application for dispute resolution and legal compliance.

12.3 Regulatory Compliance and Consumer Rights. This Policy preserves all consumer rights that cannot be waived under applicable law including: Nevada consumer protection rights and remedies; federal consumer protection law compliance and enforcement; coordination with state and federal consumer protection agencies for complaint resolution; and preservation of legal remedies available under Nevada and federal consumer protection laws.

13. POLICY UPDATES AND MODIFICATIONS

13.1 Policy Amendment Procedures. Company may modify this Policy to reflect: changes in service delivery procedures or payment processing capabilities; updates to applicable consumer protection laws and regulatory requirements; improvements to Customer service and dispute resolution procedures; changes in Third-Party Processor policies and refund processing capabilities; and enhancements to Customer protection and refund policy benefits.

13.2 Customer Notification of Policy Changes. Material changes to refund policies shall be communicated through: email notification to registered Customers thirty (30) days before changes take effect; SMS notification for significant changes affecting Customer refund rights; prominent notice on Company website and mobile application with policy change summaries; and Customer service communication and support for questions regarding policy changes and their impact on existing service requests.

13.3 Grandfathering and Transition Procedures. Policy changes shall not affect: existing service requests booked before policy changes take effect; pending refund requests submitted under previous policy terms; ongoing dispute resolution procedures initiated under previous policy versions; and Customer rights established under previous policy terms for services purchased before amendments.

14. CONTACT INFORMATION AND SUPPORT

14.1 Refund and Cancellation Customer Service. For refund and cancellation assistance: Email: refunds@quey.me for refund questions and cancellation assistance; Phone: (833) 796-2859 for telephone support during business hours; SMS Support: Text "HELP" to Company's service number for immediate cancellation assistance; Business Hours: Monday through Sunday, 8:00 AM to 8:00 PM PST.

14.2 Dispute Resolution and Escalation. For complex refund disputes and escalation: Dispute Email: disputes@quey.me for formal dispute resolution and complex refund issues; Management Escalation: Available through Customer service for unresolved refund disputes requiring senior management review; Legal Questions: legal@quey.me for questions about Policy interpretation and legal compliance; Regulatory Complaints: Information available for filing complaints with appropriate consumer protection agencies when Company dispute resolution is unsatisfactory.