Customer policy

Support that starts with the system itself

Contact: [email protected]. Support is available for delivery questions and the bounded troubleshooting described below; checkout is temporarily unavailable during payment activation.

Included support

QM Memory and QM Memory + Skills: Fourteen days of limited initial delivery and installation troubleshooting. This is a support period, not a no-questions-asked refund window.
QM Personal Setup: Fourteen days of bounded follow-up support after the guided installation.
QM Team Pilot: Support is defined in the written pilot scope.

The agent-first path

Open the installed setup-help instructions with the assistant you used for installation.
Run the built-in checks and let the assistant identify the failing step without exposing unrelated memory.
Apply documented recovery for permissions, moved files, stale IDs, duplicate owners or interrupted setup.
Escalate only the unresolved result using the safe packet below.

Safe escalation packet

Query me package version and edition.
AI product and exact surface used.
Storage provider and operating system.
The setup step that failed and the exact error text.
Whether a clean retry changed the result.
Redacted screenshots only when the text is insufficient.

Never send: passwords, sign-in links, API keys, browser cookies, recovery codes, payment details, complete Drive exports, or private memory files. Support will never ask to take over your personal account.

Digital delivery

After confirmed payment for a self-serve edition, the exact purchased version will be emailed within one business day. The delivery email will contain a short-lived, per-order link to an immutable versioned archive and its SHA-256 checksum. If the email or download does not arrive, contact support before the link expires.

Refund policy

A full refund may be requested before the delivery email is sent. Once delivered, a self-serve purchase is generally non-refundable because the digital copy cannot be returned and Query me has no account system or remote revocation mechanism.

After delivery, Query me will refund or replace an order for non-delivery, materially incomplete or corrupt files, a material mismatch from the product description, or a reproducible issue on a stated supported configuration that is not resolved within fourteen days. Required consumer rights are not limited. Founding customers may receive additional case-by-case goodwill, but it is not a universal promise.

For Personal Setup, a full refund is available before work begins; after work starts, any refund will fairly account for delivered and undelivered work. Team Pilot refund and cancellation terms are agreed in writing before payment. Stripe Managed Payments and Link may also make transaction or refund decisions under their own terms.

Security reports

Report a suspected vulnerability privately to [email protected]. Do not include credentials, private memory contents or customer data in an initial report. The machine-readable contact is published at /.well-known/security.txt.